Refund Policy

The Refund Policy of delonghiussale.com is formulated to standardize the return, exchange and refund process of products sold on the website, protect the legitimate consumption rights and interests of global users, and clarify the service standards and processing time limits of the platform in the after-sales link. This policy applies to all De'Longhi espresso machines, coffee makers, home appliances and supporting accessories purchased through delonghiussale.com, covering all users who complete orders, receive goods and initiate return and refund applications on the platform. All return and refund behaviors of users must be carried out in accordance with the provisions of this policy. Before initiating a return or refund application, users need to fully understand the return time limit, return conditions, free return rules, refund processing cycle, refund method and liability division specified in this policy.

delonghiussale.com adheres to the service tenet of customer first, and has formulated a loose and user-friendly return and refund rule on the premise of ensuring the normal operation of the platform. All products on the website support a 60-day free return service, and we bear all return shipping costs. After the returned goods are inspected and accepted, the refund will be completed within 5 to 10 working days. All settlement currencies involved in the refund are unified as USD, consistent with the order payment currency. The platform reserves the right to update and adjust individual clauses of this policy according to the actual operation situation, and the updated policy will be displayed on the delonghiussale.com website in a prominent position, taking effect from the date of release.

The core return time rule of delonghiussale.com is 60-day free return, and the starting time of the return period is calculated from the date when the customer signs for and receives the goods. Within 60 natural days after receiving the products, customers can initiate a return application for any eligible products for legitimate reasons such as dissatisfaction with the product, inappropriate model, personal preference and other non-quality problems, as well as product quality problems, transportation damage and other after-sales problems. We do not set excessive threshold restrictions for return applications, and fully respect the customer's consumption choice.

Products applying for return must meet the basic eligibility conditions: First, the main body of the product, original outer packaging, inner packaging, official accessories, product manuals, warranty cards and other supporting items must be complete, without loss, damage or man-made destruction. Second, the product must be kept in unused, unmodified and undamaged condition, without obvious scratches, stains, wear, disassembly traces or functional failures caused by human factors. Third, the product does not belong to the special non-returnable products specified in this policy. If the product has been used for a long time, artificially damaged, disassembled privately, or the original packaging and accessories are lost, we have the right to reject the return application after inspection.

After the 60-day return period expires, the system will automatically close the return entry of the order, and we will no longer accept return applications for the order under normal circumstances. If the product has functional quality problems within the warranty period beyond the 60-day return period, customers can contact customer service to handle product after-sales maintenance in accordance with the brand's official warranty rules.

delonghiussale.com provides full free return service for all eligible returned products, and all shipping costs generated in the return process shall be fully borne by delonghiussale.com. Customers do not need to pay any freight, logistics handling fee, packaging fee and other additional expenses when returning goods, which is one of our core after-sales service advantages.

The standard return process is as follows: First, the customer logs in to the personal account of delonghiussale.com, enters the order center, selects the corresponding order to initiate a return application, and fills in the reason for return and relevant description truthfully. Second, after we review and approve the return application, our customer service will send a dedicated free return shipping label and detailed return address to the customer via email (support@delonghiussale.com). Third, the customer packs the complete product and all accessories with the original packaging, pastes the return shipping label, and sends the goods back to the designated return address through the designated logistics channel. Fourth, the customer uploads the return logistics tracking number to the order return page of delonghiussale.com for record.

In the process of returning goods, customers need to ensure that the products are properly packaged again to avoid secondary damage during the return transportation. If the product is damaged again due to improper packaging by the customer during the return transportation, we have the right to deduct the corresponding loss amount from the refund or reject the return application after inspection. We do not accept returned goods sent by unknown logistics channels without a tracking number. All returned goods must have a valid logistics tracking number for the whole process of inquiry.

After we receive the returned goods, our professional inspection team will conduct a comprehensive inspection of the product within 1 to 2 working days, including product appearance, functional performance, packaging integrity and accessory completeness. After confirming that the product meets the return standards and there is no man-made damage or missing accessories, we will officially enter the refund processing link. The standard refund processing cycle of delonghiussale.com is 5 to 10 working days counted from the date when the goods pass the inspection. Working days exclude weekends and conventional holidays.

All refunds will be returned to the customer's original payment account in full in accordance with the original payment path. The refund amount is the total payment amount of the original order, including the product payment. Since our platform provides free shipping and free return services, there will be no deduction of freight and other fees in the refund amount. The arrival time of the refund funds is affected by the processing rules of the customer's payment institution and bank. After we complete the refund operation, if the funds are not received for a long time, customers can consult the payment platform or bank for the arrival status.

If the returned goods fail to pass the inspection due to man-made damage, missing accessories, private disassembly and other problems, we will send an email to inform the customer of the inspection result and the reason for rejecting the refund. At this time, customers can choose to let us send the goods back, and the return logistics cost shall be borne by the customer, or abandon the returned goods.

In order to standardize the return management, individual special products are not included in the scope of the 60-day free return service, and we will not accept return applications for such products under normal circumstances: First, personalized customized products. If the customer requests personalized engraving, custom color matching and other customized services when placing an order, the customized products cannot be returned unless the product itself has serious quality problems. Second, disposable accessories and consumables that have been opened and used, such as coffee filter paper, cleaning tablets and other supporting consumables. Third, products that are damaged, failed or have potential safety hazards due to improper use, incorrect operation, private modification and disassembly by the customer.

For orders with combined purchases of returnable products and non-returnable products, only the eligible main products can be returned, and the non-returnable accessories will be deducted from the refund amount according to the unit price. In case of force majeure such as natural disasters, war, regional policy changes, resulting in the inability to receive returned goods normally, we will negotiate with customers to postpone the refund processing or change the processing method according to the actual situation.

For orders that have been successfully paid but not yet shipped (within the 1-3 working days order processing period), customers can directly initiate an order cancellation application in the order center of delonghiussale.com. After the cancellation application is approved, we will complete the refund within 5 to 10 working days, and all funds will be returned to the original payment account in full. Orders that have been handed over to the logistics carrier for shipment cannot be cancelled at will. Customers need to wait until the goods are received before initiating a return application in accordance with the return rules.

If customers have objections to the return review result, product inspection result or refund progress, they can send detailed order information, problem description and relevant picture evidence to the customer service mailbox support@delonghiussale.com to initiate a dispute appeal. Our after-sales dispute handling team will re-review the case within 3 working days, communicate with the customer in detail, and give a final processing result. We adhere to the principle of fair handling of disputes, and fully protect the legitimate rights and interests of both customers and the platform.

This Refund Policy is applicable to all transaction behaviors on delonghiussale.com. All users who use the website to purchase products are deemed to have read and agreed to all contents of this policy. delonghiussale.com will continuously optimize the return and refund process to improve the after-sales service efficiency. If you have any questions about the return time limit, free return, refund cycle and other contents, please contact our official customer service via email. The final interpretation right of this Refund Policy belongs to delonghiussale.com.