How do I return an item?

Coffee Consumables Returns

Customer satisfaction is Plowshares number one priority. If you are unhappy with your coffee order return it for a complete refund. Please note that Plowshares cannot refund shipping expenses. Return To: Plowshares Coffee Roasters 44 W. 105th St. #4 New York, NY 10025

 

Coffee Equipment Returns
No refund for merchandise that is returned after 30 days of customer's receipt of delivery.  If you are dissatisfied for any reason regarding your purchase, we will gladly accept any "household equipment" and "unused accessory returns" within 30 calendar days of delivery receipt. Please read limitations below. All household equipment sold is new, unless otherwise indicated.

A full refund less any shipping charges will be issued upon satisfactory return as noted:

All damage claims and DOA (Defect On Arrival) must be reported within five (5) days of receipt/delivery to returns@plowsharescoffee.comCustomers should not use the equipment and must keep all original packaging, accessories, and proper pakcing of loose articles to avoid damage.  Satisfactory returns must include the original shipping label on original outer box.
Return Procedure - Return Authorization Number - All returns require a return authorization number issued by a representative of Plowshares Coffee, LLC ia e-mail request only to returns@plowsharescoffee.com.  In the e-mail, please state the item to be returned, the reason for your return, and your invoice number.   A representative will reply via e-mail with a return authorization form to be completed, signed, and returned within 5 business days. Upon receipt of the return authorization form .

A copy of your invoice must be enclosed with the return and the return authorization number must be visible on the outer box's label ONLY addressed to Plowshares Coffee, LLC.  Do not make any markings on the returned item's packaging. The return must be received at  Plowshares Coffee, LLC within 30 calendar days of your receipt of your shipment.  Please make sure your returned equipment is free of water as damaged equipment due to freezing will be assessed repair charges against your credit. It is the customer's responsibility to make sure there are no loose parts as damage from those loose parts will be charged against the credit.  Please ask for assistance if needed.

Return Procedure - Shipping Recommendations - It is recommended that your return be shipped via UPS or other trackable carrier and fully insured for the purchase price as Plowshares Coffee, LLC will not be responsible and will not accept liability for return shipments lost in transit, damages in transit, or improper packaging.  Credit will not be issued for returns lost in transit and returns or part of returns, including free merchandise, damaged in transit. "Free" items returned damaged would be deducted from the credit at the current selling price of the item (even if the charge is not listed on the invoice).  Please keep a copy of the carrier receipt and/or tracking number for your protection and follow-up with the carrier you selected.

Return Procedure - Requirements - Make sure you keep all original packaging for the return. The returned item(s) and packaging must be "clean" and "free of water and coffee" before shipping.  There will be a 20% restocking charge if all packaging and parts are not returned "clean of water and coffee" and in "good and original" condition (including, but bot limited to instruction booklets, original boxing, accessories, videos, included free starter kits, and parts).  Your return must also be packaged with an outer carton similar to the one when shipped to you.  Lack of an outer shipping carton will automatically result in a 20% restocking fee deducted from the credit.  If you need assistance packing the unit, please ask! Any damages in the return that result from improper packing or not securing loose items as when shipped to you will be assessed at full retail replacement value and deducted from the credit.

Your account will be credited within 30 days from the time Plowshares Coffee, LLC receives and inspects your return. If there is a serial number on your sales invoice, it must match the serial number on the return. Equipment with serial numbers not matching the invoice will not be accepted as an authorized return.

Limitations to Moneyback Guarantee

Semi-commercial or commercial equipment for household or commercial use - Returns will not be accepted on semi-commercial or commercial equipment. Some items in our household category may be considered semi-commercial or commercial equipment. This category includes all grinders at a sales price of over $320, all direct water connect espresso machines and coffee brewers. If questionable, please inquire prior to ordering.
For espresso machine purchases please not that lack of water in the internal boiler, not just the water reservoir, can damage the heating element these cases are not handled under warranty as this is not a defect of the machine. Customer should watch the water intake hose (where applicable-direct connect) when starting for the first time to insure water is being drawn in.
Shipping costs - Shipping costs (including shipping costs to provide "free shipping" or "shipping included in the purchase price" of the merchandise) to and from your location are non-refundable and are deducted from the credit.

Returns without a return authorization number or without a product warranty/registration card - All returns "without a return authorization number" or "without a product warranty/registration card" may be refused and/or will be subject to a non-refundable restocking fee up to 20% of the purchase price in addition to the non-refundable shipping costs.

Returns after 30 days of delivery receipt - Returns will not be accepted after 30 days of customer delivery receipt. No refund for merchandise that is returned after 30 days of customer's receipt of delivery.

Customer Claims - All claims by customer for 'not as described', 'defective merchandise', "not fit for intended use', 'no longer fit for intended use', and 'incorrect merchandise received' must be made in writing within five business days of receipt of merchandise. A lack of a claim for 'not as described', 'defective merchandise', "not fit for intended use', 'no longer fit for intended use', and 'incorrect merchandise received' will suffice as customer's approval that the merchandise is 'as described', is not defective, is fit for intended use' and is the correct merchandise received. Any customer's claim for 'not as described' will only be limited to ad copy (internet pages, print advertisements) and will not include phone nor email conversations or any claims made with or by sales staff.

Holiday Return "Time Only" extension for returnable items only: If you make your purchase between November 1st, 2008 and December 10th, 2008, the return policy is extended for you to have the intended return items delivered into our warehouse by January 10th, 2009. The only requirements are a) that you must make a notation 'GIFT' in the comments section of the online order, and b) the items must returned in NEW and UNUSED condition. All other limitations below apply. Please make sure to read our other policies above and below - especially the damage policy as your shipment needs to be inspected for damage within 5 business days of your delivery receipt.