Returns & Warranty Policy

✓ Last Updated 27 May 2026

Our Returns and Warranty Policy includes the rights you have under the Australian Consumer Law and other relevant laws. This page explains your warranty cover, our 14-day return policy, and how to return a product or make a warranty claim with Di Pacci Coffee Company.

🛡️12-Month WarrantyOn domestic machines & grinders
↩️14-Day ReturnsProof of purchase required
📷Transit DamageReport within 2 hours of delivery

Your Rights Under the 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Di Pacci Coffee Company will determine the extent of the failure.

Warranty Cover by Product Type

Espresso machines and grinders are covered by a Return To Base (RTB) warranty. Cover depends on whether the equipment is used for domestic or commercial applications, and whether it is new or second-hand:

Product & ApplicationPartsLabour
Espresso machines & grinders — Domestic use12 months12 months
Espresso machines & grinders — Commercial use (cafés, restaurants, offices)12 months3 months
Used (second-hand) machines & grinders — Commercial use3 months3 months
Accessories & other equipmentManufacturer's warranty only — as dictated by the manufacturer

All warranties above are Return To Base (RTB) — the product must be returned to Di Pacci for assessment and repair.

How Remedies Are Determined

Where a failure does not amount to a major failure, Di Pacci Coffee Company is entitled to choose between providing you with a repair, replacement or other suitable remedy.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Di Pacci Coffee Company adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

Any liability of Di Pacci Coffee Company or our agents in connection with goods or services supplied by us to you will, subject to any non-excludable liability for breach of conditions or warranties implied by legislation and to the maximum extent permitted by law, at the election of Di Pacci Coffee Company, be limited to:

  • In relation to goods: the replacement or repair of the goods, the supply of equivalent goods, the payment of the cost of replacing or repairing the goods, or the payment of the cost of obtaining equivalent goods; and
  • In relation to services: the supplying of the services again, or the payment of the cost of having the services supplied again.

Warranty Transfers & Coverage Area

  • This warranty is transferable to a subsequent owner of a Di Pacci Coffee Company product in the event of a sale, provided that Di Pacci Coffee Company is informed in writing within 14 days of the sale of the subsequent owner's name and contact details. The new owner must retain the original invoice (or a copy) to be entitled to warranty service.
  • Warranty service is provided only within the country of purchase — i.e. Australia.

Returns Policy

For any product return, please contact us. This includes products that carry a manufacturer's warranty. Any cost incurred by you in returning the item to us will be borne by you.

We have a 14-day return policy.

Please retain your receipt. To obtain a refund, exchange, or repair of a product purchased from Di Pacci Coffee Company — including products that carry a manufacturer's warranty — you must have clear proof of purchase, typically (but not always) a receipt. If we cannot be satisfied that you purchased the product from us, then under the law we are entitled to reject the return of your product.

Frequently Asked Questions

You need to send us an email with a picture within 2 hours of delivery to claim an item as damaged in transit. If it is beyond that period, we are not able to help with freight damage.

We do not replace or return items damaged by freight, as it is out of our hands. However, we are more than happy to fix the item if you send it back to us — and we will freight it back to you for free.

Please choose carefully, as we do not normally accept the return of goods where you have simply changed your mind or chosen poorly. Should we decide to accept a return, a restocking fee of 30% plus any credit card charges we cannot recover is applied to all returns of items held in stock.

The item must be dropped off to store or shipped by the customer at their own cost. Special order items cannot be returned. We cannot accept returns on used equipment, nor of equipment without packaging or in opened packaging. Shipping costs are not refundable, and return freight to us is payable by you.

Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange, or repair. The available remedy depends on whether the fault amounts to a major failure. In some instances, we may need to consult with the manufacturer or importer to determine the fault and resolution. Most faults can be easily repaired within a reasonable time frame.

We will not offer a repair or replacement if the product has been damaged via misuse or abuse. Examples include, but are not limited to: inadequately filtered water, lime scaling, corrosion due to high chloride ion concentrations in water, operator errors, unauthorised repair work or modification, and fair wear and tear.

While we understand that many clients would like a loan machine in the event of a warranty item, we regret that this service is not available. We prioritise all warranty work over general repair to ensure the most rapid service possible.

  • Where there is no fault found, the product will be made available for collection by the customer.
  • When assessing product fault, it is up to you whether you would prefer to deal with Di Pacci Coffee or the manufacturer/importer directly. It may be more convenient and time-efficient to liaise with the manufacturer or importer directly — you certainly have that option, and we are happy to provide you with their relevant contact details to assist.

If you are experiencing problems operating your product, we strongly recommend that you contact us. It is our experience that often, when customers believe the product they have purchased is faulty, it can usually be resolved with some basic troubleshooting.

If your product cannot be easily returned to us, please contact us and we will do our best to offer a local solution. Please note that this may not be possible in all areas of Australia.

Items can be returned by mail. Please contact us to coordinate this. Items opened or used for any time will not be considered for return.

  1. Unfortunately, Di Pacci Coffee Company will not accept a bank or credit card statement unless the amount shown directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. We cannot provide copies of receipts if lost or misplaced.
  2. Please note: when a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt.

Need to Return a Product or Make a Warranty Claim?

Our team can help with returns, warranty assessments, troubleshooting, and repair coordination. Get in touch during business hours.

📞 (02) 9758 0760✉️ Email SupportContact Page