Bonaverde US Store

Bonaverde Return Policy

Our Pledge

We care about your satisfaction at Bonaverde – that’s why we have delivered a product which gives you the freshest coffee possible. But, we understand that in life sometimes things are out of our control and don’t go as planned (no matter how much coffee you drink).

Being a Start-up, it is all too familiar to us. We have put a considerable amount of time into ensuring we have created a fair and transparent returns policy. You have trusted us to provide you with a quality product, and so we have made sure our policies reflect this.

Had too much coffee and feel like typing instead of reading on? Send us an email at support@bonaverde.com. Our team are always happy to help – and equally caffeinated.

 Standard Return Policy

There are a few simple policies to keep in mind when returning a product you purchased online from Bonaverde,

There are some items, however, that are ineligible for return, including:

If you believe any of the above mentioned are faulty, please email our support team and we will communicate with you to troubleshoot any issues you may have.

How To Return an Item

There are two key differences in machine error. Manufacture error refers to any faults in the machine which are a direct result of error on the manufacturers part. User error refers to any actions taken by a consumer which then resulted in the machine becoming faulty.  

Sending your item back to Bonaverde if:

User Error:

In the unfortunate event that you encounter user error, we will not refund any postage costs associated with returning/repairing the machine. Firstly, our team will communicate with you and troubleshoot to ensure it is in-fact user error. If so, we will ensure you have the most efficient repair/replacement possible. Getting you back to having freshly roasted, ground and brewed coffee as soon as possible. 

Manufacturer error:

Our customer service team will review all return requests within 2 working days. If the request for return due to manufacture error is accepted, we will send you return labels for postage. After that please print labels for each box. We recommend using the original packaging for returning a machine.

If you are located in Germany we will schedule a pickup with the carrier otherwise you will drop off the package at any of the carrier’s locations. Any purchases which were made outside of Germany will be dealt with on a case by case basis.

Customer service is a priority for us, and we will endeavour to ensure the return process is fair. If you are outside of the EU we will work with you to find a postage channel which is practical and cost-effective.

Refunds and Returns

In the case of a refund, once we receive your item, the refund is initiated immediately. The way your refund is processed depends on your original payment method:

In the case of a returning product after repairs or exchange of product due to manufacture error which is not able to be resolved by repair, a case by case judgement will be made as to the timeline of machine return. This will be based on the context of the situation. We will endeavor to ensure such a scenario is dealt with as efficiently as possible, so you do not have to skip out your fresh coffee for too long.

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