Refund policy
RETURNS AND REFUNDS POLICY
Return Window
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unworn or unused, with tags
- In its original packaging
- Accompanied by receipt or proof of purchase
Return Shipping Costs
We provide free return shipping on all eligible returns. Contact us to initiate a return and we will arrange collection or provide a return label.
How to Initiate a Return
To start a return, contact us at:
- Email: sales@sipnsmile.com.au
- Phone: 0425 708 369
We will provide you with return instructions and the appropriate return address. Items sent back without first requesting a return will not be accepted.
Restocking Fee
A 15% restocking fee applies to change-of-mind returns. This fee does not apply to faulty, damaged, or incorrect items, or to any return covered under Australian Consumer Law.
Non-Returnable Items
The following items cannot be returned:
- Opened or used coffee machines and equipment (except in cases of faults or issues covered under Australian Consumer Law)
- Special order or custom items
- Gift cards
Note: Faulty or damaged items from the above categories can still be returned under warranty or Australian Consumer Law.
Cancellations
Orders may be cancelled within 1 hour of purchase by contacting us at sales@sipnsmile.com.au or 0425 708 369. After this window, orders enter processing and cannot be cancelled. Our standard return policy applies once the order is delivered.
DAMAGES AND ISSUES
Please inspect your order upon delivery. If the item is defective, damaged, or you receive the wrong item, contact us immediately at sales@sipnsmile.com.au with photos so we can evaluate the issue and make it right.
Items damaged in transit must be reported within 24 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you.
REFUNDS
We will notify you once we've received and inspected your return to let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at sales@sipnsmile.com.au.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
WARRANTY POLICY
Our warranty coverage varies by product type:
Bellezza Espresso Machines and Grinders (Domestic Use):
- 12 months parts warranty
- 12 months labour warranty
- Return to Base (RTB) service
Torre Coffee Machines:
- 24 months parts warranty only
- Return to Base (RTB) service
All Other Espresso Machines and Grinders (Home and Commercial):
- 12 months parts warranty only
- Return to Base (RTB) service
Accessories and Other Equipment:
- Covered by manufacturer's warranty where applicable
Warranty Service
To claim warranty service:
- Contact us at sales@sipnsmile.com.au or 0425 708 369
- Provide proof of purchase (receipt required)
- We will assess the issue and arrange repair, replacement, or refund
Warranty service is provided only within Australia.
Warranty Exclusions
Warranty does not cover damage caused by:
- Inadequately filtered water or lime scaling
- Corrosion due to high chloride ion concentrations in water
- Misuse, abuse, or operator error
- Unauthorised repair work or modifications
- Normal wear and tear
Warranty Transfer
This warranty is transferable to a subsequent owner if:
- Sip N Smile is notified in writing within 14 days of sale
- New owner's name and contact details are provided
- Original invoice or copy is retained by new owner
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For ACL-covered claims (faulty, not as described, or unfit for purpose), no restocking fee applies and return shipping costs are covered in full by Sip N Smile.
Your rights under the Australian Consumer Law are not limited by a defined warranty period. However, the relevant time period can vary depending on factors such as the nature and price of the product.
Where a failure does not amount to a major failure, Sip N Smile is entitled to choose between providing you with a repair, replacement, or refund.
PROOF OF PURCHASE
Please retain your receipt. To obtain a refund, exchange, or warranty repair, you must provide clear proof of purchase. We cannot accept bank or credit card statements as proof of purchase unless the amount directly corresponds to the product purchase price. We cannot provide copies of lost or misplaced receipts.
TROUBLESHOOTING ASSISTANCE
If you are experiencing difficulties with your product, please contact us at sales@sipnsmile.com.au or 0425 708 369. Many issues can be resolved with basic troubleshooting, and we're here to help.
BULKY OR FIXED ITEMS
For large coffee machines or equipment that cannot be easily returned, please contact us and we will arrange the most convenient solution, which may include local service where available.
CONTACT US
For any questions about returns, refunds, or warranty:
- Email: sales@sipnsmile.com.au
- Phone: 0425 708 369