Refund policy

 

Returns & Refunds Policy

At ACE Coffee Roasters, we are committed to delivering exceptional coffee, equipment, and service. We also understand that, on occasion, a return or exchange may be necessary. To ensure clarity, consistency, and fairness for both our customers and our team, we have outlined our return and refund policy below.

Please note: Only Cafe Leads or Lead Baristas are authorized to approve returns, exchanges, or refunds.

Gear Returns & Exchanges 

Opened Gear

For health, safety, and product integrity reasons, all sales are final on opened gear, including (but not limited to):

  • Brewers
  • Filters
  • Carafes
  • Kettles
  • Espresso accessories
  • Grinders

Warranty Support:

Baratza Breville and Moccamaster units remain fully eligible for manufacturer warranty and repair support. Warranty links can be found on the product pages:

1 - Moccamaster 

https://us.moccamaster.com/pages/register

https://support.moccamaster.com/hc/en-us/articles/1500012391061-What-warranty-does-my-Moccamaster-coffee-brewer-come-with

https://support.moccamaster.com/hc/en-us/requests/new

2- Breville:

 https://www.breville.com/ca/en/support/warranty.html

3- Baratza 

https://www.baratza.com/en-us/legal/warranty

 

Unopened Gear

Unopened gear may be returned or exchanged within 14 days of purchase under the following conditions:

  • Items must be unused, unopened, and in original packaging
  • A 5% processing fee applies to refunds
  • Exchanges incur no processing fee
  • Requests made after the 14-day period cannot be accepted
  • Shipping costs are non-refundable

Return Options:

  • Use a prepaid Canada Post return label by entering Return ID: PR556314
  • Return in person at 10055 80 Avenue
  • Please bring your order number or receipt for verification

Inoperable Gear (Out of the Box)

If a gear item arrives inoperable, please notify us immediately by emailing orders@acecoffeeroasters.com.

  • Use Canada Post Return ID: PR556314 for a prepaid return label
  • Eligible brands for replacement include Baratza, Breville Precision, Moccamaster, and Fellow
  • If the returned unit is found to be fully operational, a 20% restocking fee will apply

Coffee Returns & Exchanges

Whole Bean Coffee — Opened & Unopened

Coffee is a perishable product and is therefore non-refundable. We may offer exchanges for unopened whole-bean coffee under the following conditions:

  • Coffee is no more than 10 days from purchase
  • Coffee is no more than 14 days from roast date
  • The issue is the result of a manufacturing or service error

Opened Whole Bean Coffee

Once opened, coffee becomes highly susceptible to environmental variables such as grind size, water quality, equipment, and storage.

While we welcome feedback and take all quality concerns seriously, please note:

  • Taste variation does not always indicate a product defect
  • If the issue is determined to be outside our control, an exchange may not resolve the concern

Our quality team will always make a good-faith effort to review feedback and identify potential improvements.

Policy Updates

This policy is subject to change without notice. Any updates will be communicated via our website or official ACE Coffee Roasters channels.

Need Further Assistance?

We’re here to help.

📧 customercare@acecoffeeroasters.com

📧 orders@acecoffeeroasters.com

📧 quality@acecoffeeroasters.com

Thank you for choosing ACE Coffee Roasters. We appreciate your understanding and continued support as we strive to deliver quality without compromise.