Frequently Asked Questions Espresso equipment policies and questions

Please reach us at jr@mnesp if you cannot find an answer to your question.

Delivery Policy

Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days of delivery.

Damaged Merchandise

Items are carefully packaged to protect against damage during shipping. Please thoroughly inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process.

Missing Merchandise

Please note that we often ship orders in multiple packages. However, if the items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.

Defective or Malfunctioning New Merchandise

If any item is not working properly, please contact us immediately so that we can send a replacement. All replaced items will have a new 5 day return window extended to it, or the remainder of the return window from the original purchase, whichever is longer.

Exchanges or Returns

Domestic machines are eligible for return within 30 days of the ship date. Shipping and handling fees will not be reimbursed. If our Rocket Espresso technicians determine a machine to be damaged or defective past the point of repair by the customer, we will provide a swap within the 30 days of ship date. Commercial units or machines being used commercially are not eligible for return.

Additional Information

How to Request an Exchange or Return (To Rocket Espresso USA)

You must first obtain a Return Merchandise Authorization (RMA) number from Rocket Espresso USA for your exchange or return to be accepted.

1. Contact us by submitting a contact form via Rocket Espresso USA website at:

https://www.rocket-espressousa.com/contact-us

2. Let us know why you'd like to return the machine—we'll help you determine if there

is an exchange that will better suit your needs.

3. We will send an RMA email to you with detailed instructions on exchanging or

returning your merchandise.

Espresso Machines and Grinders

Machines must be received in 'Like New' condition. If your equipment arrives in this condition, we will refund your original payment method the full purchase amount less our original shipping & handling costs. Equipment that is not received in this condition

will be assessed for damage and may be subject to refurbishment fees.

Note: Espresso machines that have been modified or customized (such as a self-installed flow controls or plumbing adaptation) are not eligible for return.

Non-Consumable and Accessory Items (non-electric)

We will take back unopened, unused non-consumable items. We will apply a credit to your original payment method in the amount of the price paid minus any shipping & handling costs, if applicable. Parts and/or filters are not eligible for return.

What is 'Like New' Condition?

When returning a machine to us, please make sure that it will arrive to us in 'Like

New' condition, which we define as the following:

• All Original Components Intact: You must return every original component of the

machine, such as the original packaging, drip tray, portafilter, filter screens, filter

baskets, user manuals, tampers, USB drives, scoops, etc. Basically, if it came in the box, send it back.

• No Scratches, Dents or Stains: The machine and all components must be free of any

surface marring.

• Thoroughly Cleaned: The machine, all parts and components must be absolutely

clean and free of any coffee grounds, water and/or milk residues. If you have any questions regarding how our returns work, please do not hesitate to

Frequently Asked Questions Espresso equipment policies and questions

Additional Information

This website uses cookies.