Return Policy

Thank you for choosing Faema Canada for your coffee equipment and supplies. We understand that sometimes returns are necessary, and we aim to make the process as smooth as possible. Please review our returns policy below:

1. Return Period: You have a period of 30 days from the date of purchase to request a return for eligible items. Beyond this period, unfortunately, we cannot accept returns.

2. Eligible Items: To be eligible for a return, the item must be unused, in its original condition, and accompanied by the original packaging and all included accessories. Please note that we do not accept returns for items that are non-refundable, such as perishable goods (e.g., coffee beans), or items specified as final sale.

3. Restocking Fee: For used equipment being returned, a restocking fee of 20% will be deducted from the refund amount. This fee helps cover the costs associated with processing and reconditioning the equipment for future sale.

4. Refund Method: All approved returns will be processed as store credit only. This store credit can be used towards future purchases on our website or in-store.

5. Return Shipping: The customer is responsible for the cost of return shipping unless the return is a result of an error on our part, such as a defective or incorrect item. We recommend using a trackable shipping method and purchasing shipping insurance to ensure the safe arrival of the returned item.

6. Return Process: To initiate a return, please contact our customer service team at ecommerce@faema.ca. They will guide you through the return process, provide you with a return authorization, and provide any additional instructions.

7. Return Inspection: All returned items will be inspected upon arrival at our facility. If the returned item does not meet the eligibility criteria or shows signs of misuse, damage, or incomplete packaging, we reserve the right to reject the return or deduct a restocking fee higher than 20%.

8. Refund Processing Time: Once the returned item has been received and inspected, we will process the store credit refund within a reasonable timeframe. Please note that it may take additional time for the store credit to be available for use in your account.

We value your satisfaction and strive to address any concerns or issues you may have. If you require further clarification or assistance regarding our returns policy, please don't hesitate to reach out to our customer service team.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, such as all food product including coffee, teas or syrups are non returnable items. 

Please get in touch if you have questions or concerns about your specific item. There are no returns issued on: Stovetop coffee makers, Trespade grinders, Bodum french presses, knock boxes, kettles, cheese graters, parts, handles, cups & spoons IF they have been opened or used.

Participating Locations include: Faema Downtown Toronto at 672 Dupont street & The National Canadian Jura Service Center located in Mississauga at 115 Matheson blvd E.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.