Returns and Refunds
Except for any products designated on the Website as final sale or non-returnable, we accept returns up to thirty (30) calendar days from the date your order was delivered.
To initiate a return, email shop@mahlkoenig.us or call +1 888 482 4133 to obtain a Return Merchandise Authorization ("RMA") number before shipping your product.
All returns must have an authorized Mahlkönig USA RMA number before shipping your product. You are responsible for all shipping and handling charges on returned items unless otherwise specified. You must use the shipping label provided to you, no returns sent via another shipping service will be accepted. Any returned packages received without proper authorization or shipped using a service other than the provided label will be refused.
All items that are unopened and unused will be eligible for a full refund less the cost of return shipping. In the event that we have: (1) shipped an item incorrectly; or (2) the items have arrived damaged, we will cover the full cost of return shipping (the foregoing collectively "Improper Deliveries").
Returned grinders and machines valued at $700 or higher and items showing signs of use, damage, missing components, or altered condition, excluding unopened Improper Deliveries, will be subject to a 20% restocking fee. This fee covers physical and mechanical inspection, setup/testing, and restocking once the item is received.
All items, components, manuals, and packing materials must be returned in their original packaging. Items showing signs of use, damage, missing components, or altered condition may be refused. The product must be clean and dry upon return to our warehouse. Any item returned to us that requires extensive cleaning may be refused.
Refunds are processed within approximately three (3) business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Website. WE DO NOT OFFER REFUNDS ON PRODUCTS MARKED AS FINAL SALE OR NON-RETURNABLE.
For returns of defective products, please refer to the manufacturer's warranty included with the product or as detailed in the product's description on our Website. For details on warranty coverage, refer to the Warranty section (see section 6) of our Terms & Conditions of Sale for more information.
For warranty claims, we will provide technical support to help diagnose equipment issues and determine next steps before any warranty service is performed.
To file a claim, email shop@mahlkoenig.us or call +1 888 482 4133.
You must include details about your machine including serial number, date of purchase, and detailed explanation of issues.
Products under the brand name HeyCafé will be covered for a period of two (2) years. All other products purchased on this Website are warranted as described herein for a period of one (1) year, unless explicitly stated otherwise.
PUQ Mini shall be covered for up to 150,000 tamps or two (2) years, whichever comes first.
PUQ Q shall be covered for up to 300,000 tamps or two (2) years, whichever comes first.
Other PUQ models shall be covered for a period of two (2) years, including unlimited tamps.