Have questions? Need assistance? We can help! Call or Email us...
Please NOTE:
Any merchandise purchased as a gift must be inspected immediately upon initial delivery for damage and to ensure order is complete (unless otherwise stated). There is a limitation by carriers of 5 business days to place damage claims, therefore Whole Latte Love must be contacted within this time frame. Also, please let our representatives know upon purchase that the item is to be a gift, allowing us to implement the following holiday policies.
Merchandise Returns/ Gift Exchanges:
Your satisfaction is the utmost importance to us. We will gladly accept any Holiday returns with an RMA# for a full refund minus the original shipping cost**. Please be aware that the refund is issued to the buyer’s card. Any merchandise purchased as a gift on or after 11/06/09 will have an extended return policy ending 01/15/10. It is the owners responsibility to pack and ship the returned merchandise to Whole Latte Love. Please see the return instructions below. In the case of merchandise exchanges, the owner is responsible for shipping back original merchandise. A gift certificate will be issued for a remaining balance. Gift certificates are valid for one year.
Return Authorizations are issued by our customer service department. All returns require an RMA number. Please give Customer Service a call for instructions as to where to return the machine. Refunds will be issued when the machines have been accepted and inspected at our location. Machines will not be accepted without a return authorization number on the original packaging.
This policy is not applicable to all accessories items; sales of bagged coffee and opened accessories are final. Please read these instructions thoroughly!
- It is recommended that you return the machine via UPS/FedEx insured.
- Please keep a copy of the UPS/FedEx receipt and tracking number. This is your protection if the machine is lost or damaged.
- Your account will be credited in approximately 3-4 weeks from the time we receive the machine (we check in and test all buyers remorse machines).
- Keep all original packaging, warranty cards, instruction booklets, paperwork, etc. Please clean the machine and make sure it is free of water before shipping. Extract water through the steaming wand and brew group. Any water left in the machine can freeze causing extensive damage. You are responsible for making sure this is done properly and will be charged if the machine is damaged.
- You will be charged a 30% restocking fee if all packaging and parts are not returned in good condition (this includes instruction booklets, original boxing and parts). This charge normally covers the cost to replace the items and the time incurred in doing so.
- All "gift with purchase" merchandise such as starter kits, coffee, frothing pitchers, etc. must be returned unused with your machine or you will be charged the normal retail price for these items.
- Frothing pitchers, thermometers, cups, or coffee that have been opened or used cannot be returned. You will be charged the retail price for these items.
Defective Machines:
If your machine seems to not be working properly please call our technical support line at 1-888-411-5282. All of our machines have been tested either at the manufacturers’ site in the country that they are imported from or at the importers’ location in the US. We can then determine whether the problem is a true mechanical issue or one that can be resolved by further user education.
*Manufacturers may be closed during the holidays for an extended period of time. We would appreciate your patience and we will do our best in handling your returns.
**Orders receiving free expedited shipping will be fully refunded, minus the ground portion of our shipping cost to you and retail cost of Gift with Purchase (G)WP items.