Our policy lasts 365 days on orders placed October 28, 2022 or later. Otherwise, you are subject to our 30 day return policy. If 30 days have gone by since your purchase, please contact us and we'll come to a return/exchange decision. You can still return your item(s) after 30 days however restocking fees may apply (see below) and you will be responsible for shipping the item(s) back to us - please contact us for return shipping addresses. 30 days begins from the date of purchase. If your item is backordered, the 30 days will begin from the date your item ships.
To be eligible for a return, your item must be in like-new condition, in all it's original packaging and must contain all original accessories it came with.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
This policy does not qualify for orders placed on Amazon, eBay, Houzz or any other third party website. Please contact us for return policies/instructions if you purchased through a third party.
You can still return your espresso machine or grinder after 30 days however shipping will be your responsibility and a 20% restocking fee will be applied regardless of the condition of your product(s). Please contact us for return shipping addresses and RMA information. Additionally, please be sure to purchase insurance when shipping your item(s) back.
Items Not Eligible For Return
- Sale items
- Outlet Center items
- Items damaged due to customer error
- Items purchased on a third-party platform
Damage to any shipment must be reported within 3 days of delivery. Shipping damage does not qualify for a defective swap. Email photos of the damage (machine and boxes) in addition to a photo of the shipping label to firstname.lastname@example.org immediately upon noticing the damage. Please reference your order number in the subject line. Damage that is purely cosmetic in nature does not qualify for a swap. We can, however, work out other compensation if you'd prefer to keep your product(s). Please contact us to discuss.
Bundles fall under the same policy listed above however ALL items must be returned from a bundle purchase. If only a portion of the purchased bundle are returned, Cliff & Pebble reserves the right to withhold your refund until ALL items are returned in excellent condition in it's original packaging and casing.
When a bundle is purchased and only part of the bundle is returned, the bundle discount is void, and the total bundle discount will be deducted from the refund. For example, if you receive $200 in savings when you purchase a espresso machine and grinder together and you return either item, the $200 bundle savings will be subtracted from your refund.
We dislike restocking fees just as much as you, trust us. It's because of this that we look to avoid them as much as possible. They are, however, necessary in certain cases so please read the below before shipping your item(s) back to us.
**Tips to avoiding a restocking fee**
- Include ALL original accessories from your item(s).
- Include any free extras that came with your order.
- Ship in the ORIGINAL boxes.
- Re-pack your item(s) carefully to ensure maximum protection - this is a big one - should your machine arrive back to us damaged because you simply threw it back in the box, you will be charged a restocking fee of up to 20%.
- If you have any questions, ask us before shipping your item(s) back! We're here to help in any way we can.
If your order is granted a return past our 30 day policy, a restocking fee of up to 20% will apply. The exact amount will depend on the condition of your machine upon arrival to our warehouse.
Repacking Your Product
If you are unsure of how to repack your product, please contact us immediately. We are happy to help.
All items must be returned in all original boxes with all original packaging. Failing to pack your product efficiently can lead to damage. If this occurs, your refund will be reduced by the costs involved to have it repaired, boxes replaced, etc.
Once return labels are emailed to you, your item must be in the mail within 3 days from that day. Failure to send you product(s) back in a timely manner after labels have been provided will result in a deduction in your refund by the amount it cost us to provide labels.
Returning Before Use or Delivery
Should you purchase a machine or grinder and no longer decide you want it before use or before delivery, a 20% restocking fee will be deducted from the total cost of your order. Slightly used machines within the 30 day return window will be examined once returned and are subject to up to a 20% restocking fee. We put these fees in place to cover the costs of shipping (freight and materials), and the fact that we can no longer sell them as brand new machines. To protect our machines during transit, we use custom boxes - the cost of which is considerable.
Returning after reviewing for a blog, social media, or other
Cliff & Pebble (Mason Brands, LLC) reserves the right to refuse a return within the 30 day period since order placement should it become clear to us that any product(s) were purchase solely for the intent of writing a review, social media posts, YouTube videos, or other.
Should you be interested in reviewing our products, anyone is free to apply to our affiliate program however abusing our 30 day policy will not be tolerated in any way.
Cancelling An Order Before Shipment
Any order cancelled before shipment will incur a 3% credit card fee. This fee covers credit card processing fees that we do not get back when an order is cancelled prior to shipment.
If you cancel more than 2 orders prior to shipment, a 10% restocking fee will then be deducted from your final refund. As mentioned above, when an order is cancelled prior to shipment, we are not refunded the credit card processing fees. Your first and second order cancellations will only be deducted by a 3% fee each however if any order is cancelled after that, and prior to shipment, a 10% restocking fee will apply.
Replacements (if applicable)
Replacements are only granted on items that are defective on arrival.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping Outside The USA
Should you ship your product(s) out of the USA, you are agreeing to void your warranty. Cliff & Pebble is not responsible for return shipping costs or repairs should your machine be shipped outside the United States.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale Items/Outlet Center Items (if applicable)
Only regular priced items may be refunded, unfortunately sale/outlet center items cannot be refunded. If you believe your machine is defective, please contact us to submit a service ticket. Defective machines need to be returned to us for proper diagnosis. Once diagnosed, the defective merchandise will be repaired and returned as quickly as possible. Please contact us if you believe your sale/open box machine is defective. We do not assume shipping charges for open box items.
Free gifts are not awarded and cannot be combined with other offers or outlet center items.
Exchanges (if applicable)
Any customer is eligible to exchange their product within the first 30 days of purchase (day 1 begins on the date of purchase). Shipping is the responsibility of the customer.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we'll get the ball rolling quickly.
Should you get your machine and decide it's not for you, we're happy to offer an exchange or upgrade where the difference in cost is on the buyer. Please contact us within 7 days of delivery to discuss exchanging your machine. Past that, return shipping will be on the buyer and depending on the condition of the machine, restocking fees up to 20% may be applied.