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Prima Coffee Return Policy

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We want you to be completely satisfied with your purchase. Experience has shown returns can be difficult and costly when an item is purchased online, so, we've designed our return process to be as simple and user friendly as possible. All products offered on our website are addressed by one of two specific return policies: (1) No-Hassle Return Policy or (2) Non-Returnable Item Policy. Please see the specific benefits and limitations of each return policy as outlined below:

No-Hassle Return Policy

What items may be returned under the No-Hassle Return Policy?
  • Items marked with our "No-Hassle Return Guarantee" badge (eligible items) are eligible for return under our No-Hassle Return Policy.
  • Eligible items must be returned in the original manufacturer’s packaging in “like new”, condition.
  • Used items or items without the original manufacturer’s packaging may not be returned.
  • All eligible items must be returned within thirty days of purchase.
What type of refund will I receive?

Items returned according to the No-Hassle return policy will be refunded the original purchase price of the item. The original purchase price of the item is the amount paid for the product itself and does not include shipping charges, sales tax, etc.

Will I have to pay any restocking fees?

No, we don’t charge restocking or handling fees.

Who is responsible for return shipping costs?

Return shipping is FREE! Just contact us, according to the instructions below, and we’ll send you the prepaid shipping label. Drop off the return item at our return carrier’s pickup location and we’ll take if from there.

If we ship the wrong item, we will pay to return the item and ship the correct item at no-charge.

If the item is damaged in-transit, then please refer to the shipping policy for how to handle damaged products. We always encourage customers to call our office the moment damage is discovered in order to achieve the best outcome.

What condition is “like-new?”
  • All original pieces and accessories included
  • No scratches, dents, or stains
  • Unused Condition

There may be special circumstances where we will accept a return on a used item. If you are seeking to return a used item within 30 days of purchase, please describe the condition of the product when requesting authorization for the return. We reserve the right to refuse a return or charge a restocking fee on any used items.

How do I set up a return for "No-Hassle" items?
  1. Contact us within 30 days of purchase to notify us of the return. You may call our office at (888) 837-7892 or send an email to sales@prima-coffee.com requesting a return. Please reference your order number when you call our office or send an e-mail message to ensure timely service.
  2. Once we authorize your return request, we will send a return shipping label to you by e-mail or by postal mail, whichever you prefer. Return labels sent by email will need to be printed and taped to the box while return labels sent by postal mail will have an adhesive backing.
  3. Print and/or place the return label on the package and give the package to a UPS driver (if your location has daily pickup), or drop the package off at the UPS Store.
  4. We will issue the refund amount within 15 business days of receipt of the returned item.

Please note: eligible items require a Return Merchandise Authorization number to receive return credit. If you are shipping the item back to us yourself you must first e-mail sales@prima-coffee.com to receive an RMA number. Items without an authorization number will not receive return credit.

Non-Returnable Items

What items cannot be returned?

All items not marked with the “No-Hassle Guarantee” badge cannot be returned. In addition, used coffee grinders and home espresso machines cannot be returned.

Why can’t my item be returned?

Some items are not inventoried in our warehouse and must be purchased by Prima Coffee specifically for an individual customer’s order. Given the economic impact of returning non-inventory items to stock, we do not permit returns of these items.

The majority of these non-returnable items include but are not limited to: commercial espresso machines, bulk coffee brewers, and general shop equipment.

Contacting Us

If you have any questions regarding this return policy feel free to contact us. We’re ready to help you right away when you call our office or send an e-mail message.

Phone: (888) 837-7892
Email: sales@prima-coffee.com

Prima Coffee
4603 Poplar Level Rd
Louisville, KY 40213