Refund policy

Standard Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange. 

To be eligible for a return, your item must be in the same condition that you received it,  unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you are not satisfied with your new residential espresso machine or grinder and it has been opened or used, you may return it within 15 days. Please note that a 15% restocking fee will apply.

To start a return, you can contact us at sales@goldroast.ca. Please note that returns will need to be sent to the following address: 550 Parkside Drive Unit A19 Waterloo, Ontario N2L 5V4 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

You can always contact us for any return question at sales@goldroast.ca.

Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@goldroast.ca.

Please note that original shipping fees are non-refundable. If your order qualified for free shipping, the standard shipping fee for your region will be deducted from your refund.

We do not cover return shipping costs. You may purchase your own shipping label or we can provide one for you and deduct the actual cost from your refund. These conditions do not apply to returns resulting from manufacturing defects or fulfillment errors.

Exceptions / non-returnable items

 

All food, coffee and coffee filters are final sale. Custom products (such as special orders or personalized items) are final sale. Items marked as "Final Sale" cannot be returned or exchanged. Please get in touch if you have questions or concerns about your specific item.

Shipping charges are non-refundable. 

All used, open box and demo models are final sale.

All replacement parts for machine repairs are final sale. 

All refurbished equipment is final sale.

 

Warranties

 

Most new Gold Roast Coffee Services Ltd. equipment come with a manufacturer's warranty. The warranty period typically lasts between one and two years. Please refer to the accompanying user manual for specific details and any limitations.

Gold Roast Coffee provides warranty support for certain products on behalf of the manufacturer. If you encounter an issue with your machine, please first contact us directly. We'll be happy to assist you with the warranty process.

Please carefully review your machine's specific warranty terms and conditions to understand any limitations or timeframes.