Bonaverde Return Policy
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 firstname.lastname@example.org. 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,
- You have the right to return any merchandise that does not suit you within 14 days after receipt of your order.
- You may return an unopened and unused Berlin for up to 30 days after purchase. That’s a 30-day money back guarantee. We believe in our product, and to show this we are happy to offer the 30-day money back guarantee. Email us within the 30 days from purchase and we will begin to process the return. In this instance however, the cost of postage for the return is the responsibility of the customer.
- The returning item must be repackaged with all the cords, adapters and documentation that were included when you received it. If this is not possible, please notify our customer support team before returning the item. Any products returned must arrive with all parts and accessories which were originally sent unless otherwise agreed upon.
- Only items which have been purchased directly from Bonaverde’s online shop or Amazon Shop, can be returned to Bonaverde. Bonaverde products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
- The Bonaverde Berlin comes with a one year warranty. This warranty covers manufacture error by the machine. Please understand that we do have to charge for repairs/replacements that are due to user error (e.g., putting green beans in the grinder), but will do our best to limit these costs and phone/email support is never charged.
There are some items, however, that are ineligible for return, including:
- Any type of coffee purchased from Bonaverde.
- RFID Cards and Coffee Changers Badge.
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.
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.
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:
- If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancelation request (of purchase). Please direct all contact to the card-issuing bank with questions regarding when the credit will be posted to your account.
- Products purchased using paypal will be sent to the paypal email within five business days of receipt of the returned item or cancelation
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.