Returns & refunds
If you change your mind, you can return equipment within 30 days of delivery.
What can be returned
- Equipment: unused, in its original box, within 30 days. US return shipping is free; EU and UK customers receive a prepaid label and $10 is deducted from the refund.
- Used equipment: we accept used machines and grinders within 30 days only if they are faulty. See our warranty page.
- Coffee beans: cannot be returned for hygiene reasons. If you do not like a coffee, tell us within 14 days and we will send a different one or refund it, once per customer.
- Sale items: same rules as full-price items.
How to start a return
- Ask the coffee assistant or email hello@velluto.example with your order number.
- We email you a return label within 1 business day.
- Pack the item in its original box and drop it off within 14 days.
Refunds
Refunds go back to the original payment method within 5 business days of the return reaching our warehouse. Your bank may take a few extra days to show it.
Damaged on arrival
If something arrives damaged, send us a photo within 7 days and we will ship a replacement immediately. You do not need to send the damaged item back first.