Refund policy


Key Information

  • Return Period: Non-custom products can be returned within 15 calendar days of delivery if they meet "unused and unopened" condition requirements.

  • Condition Requirements: Items must be unused and unopened, and returned in their original, undamaged packaging with all accessories and documentation.

  • Restocking Fee: A 20% restocking fee applies to all returns.

  • Return Shipping Costs: Customers are responsible for return shipping costs. You will be contacted with the shipping costs, and we will arrange shipping back to the warehouse, unless the customer explicitly requests to arrange shipping themselves. Due to freight, shipping costs cannot be predetermined and may vary.

  • Refunds: Processed to the original payment method within 10 business days after inspection.

  • Exceptions: There are exceptions to this policy. At this time, La Pavoni commercial espresso machines cannot be returned and sales for commercial La Pavoni machines are final.

  • Damaged Items: Report damages with photos to our email within 15 calendar days of delivery. In the case of freight, if you did not note the damage on the delivery papers, you have 5 business days to report the damage to us.

  • Return Address: The return address is brand-specific. We will arrange shipping back to the warehouse. However, if you request to arrange shipping yourself, we will provide the return address once your return request is approved.

Return Policy

You can return most (see below) non-custom products unused and unopened within 15 calendar days of delivery.

Unused and Unopened means:

  • The product is unused and unopened.

  • The item is in its original, undamaged packaging with all accessories and documentation included.

How to Initiate a Return:

  1. Contact Us: Email sales@purelyhospitality.com with your order number, item details, and reason for the return.

  2. Approval: If your request meets the return terms, we’ll provide written approval with an RMA (Return Merchandise Authorization) number.

  3. Prepare the Item: Pack the item securely in its original packaging with all included materials.

  4. Return Shipping: We can arrange shipping for you, and you’ll be informed of the cost. Alternatively, you may handle shipping yourself at your expense if you explicitly request to do so.

Refund Process:

Once the return is inspected and approved, refunds will be processed within 10 business days to the original payment method.

Cancellations:

  • Non-Custom Orders: You may cancel any non-custom order before it ships for a full refund. Once shipped, the return policy applies.

  • Custom Orders: Custom or made-to-order items cannot be canceled or refunded.

Damaged Deliveries:

  1. Inspect Delivery: Check your order upon arrival and note any visible damage on the delivery papers, if applicable.

  2. Report Damages: Submit photos and details via email to sales@purelyhospitality.com as soon as possible and within no more than 15 calendar days of delivery. In the case of freight (products over 150lbs), if you did not note the damage on the delivery papers, you only have 5 business days to report the damage to us.

  3. Resolution: Depending on the severity, we will replace the entire product or send replacement parts. Failing to report within the allotted timeframes may limit resolution options.

Refunds:

Refunds are issued after the item is inspected and approved. They are processed to the original payment method and may take up to 10 business days to reflect.

Need Help?

If you have questions about your order, shipping, or our policies, don’t hesitate to reach out:

Email: sales@purelyhospitality.com
Phone: +1 (877) 707-1446

By placing an order on this site, you agree to these terms and conditions.

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