Return & Refund Policy

We accept returns only for orders placed through ceracafe.com. To initiate a return, please review the following guidelines:

1. Order Cancellations

• Pre-Shipment (Within 3 Business Days): Free cancellation is available for all orders if requested within three (3) business days of placement.
• After 3 Business Days: Please contact us immediately if you wish to cancel after this window.
• In-Transit Restriction: Please note that once the product has been dispatched and is on an international flight/in transit, the order cannot be canceled. In this case, you must initiate a standard return after delivery.

2. Return Window & Regional Warehouses

• 30-Day Satisfaction Guarantee: If you are not satisfied with your product, you can return it for a refund within 30 days of delivery.
• Return Locations based on Region:
• Europe & United States Orders: Can be shipped back directly to our local regional warehouses.
• Other Countries / Rest of the World: For change-of-mind/preference returns, the product must be shipped back to our China warehouse.
• Post-30 Days: Returns are accepted only for verified quality issues.

3. Eligibility Requirements

All returns must be authorized by our Customer Service team. To qualify:
✔ Original Condition: Product, packaging, and accessories must be intact.
✔ Proof of Purchase: Provide an order number or receipt.

4. Return Shipping Cost Scenarios

• Customer-Initiated Returns: You cover return shipping costs (based on carrier rates).
• Our Error (e.g., wrong/damaged item): We pay return shipping.
• Partial Refunds: Issued if items show wear, damage, or missing parts not caused by us.

5. For Defective Items

1. Contact Us Immediately: Email a video demonstrating the issue to info@ceracafe.com.

2. Troubleshooting: Follow our instructional videos. If the issue remains unresolved, we’ll cover all return or replacement costs and provide a solution (replacement part or machine).

6. How to Return

Email info@ceracafe.com with:

• Your order number
• Return reason + product photo

Await confirmation (within 2 business days) with return instructions.

Ship to our designated address using your preferred carrier.

Note: Unauthorized returns (sent without prior approval) will be rejected.

7. Refund Timeline

• Approved refunds are processed within 24 hours.
• Allow 3–15 business days for bank processing.
• Contact us if your refund doesn’t appear after 15 days.

8. Fees & Exchanges

• No handling fees.
• Exchanges: Return the original item first, then reorder.
• Customer pays shipping for preference-based exchanges (e.g., color).

9. Order Cancellations

• Pre-Shipment: Free cancellation if requested before processing.
• Post-Shipment: Returns must be initiated after delivery.

10. 12-Month Limited Warranty

• Covers manufacturing defects for portable espresso machines purchased new from Cera+.
• Exclusions: Damage from misuse, accidents, unauthorized repairs, or second-hand purchases (e.g., eBay, Craigslist).

11. Right of Withdrawal (EU Consumers)

You have the right to cancel your order within 14 days without giving any reason.

• You have the right to cancel your order within 14 days without giving any reason.
• How to cancel: Use the withdrawal button on our website or email us at [your email] with your order number.
• Refund: We will refund your payment (including standard shipping) within 14 days after receiving your cancellation notice. We may hold the refund until we receive the returned item(s).
• Return shipping: You are responsible for the return shipping cost.
• Condition: The item(s) must be returned in their original condition. You are only liable for any diminished value if the item has been handled beyond what is necessary to check its nature and function.

Exceptions (non-returnable items):

• Custom-made or personalized items
• Sealed goods that cannot be returned for hygiene reasons (e.g., cosmetics, underwear) once opened
• Perishable goods

Questions? 

Contact us at info@ceracafe.com.