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Delivery and return

These delivery conditions are represented by the general conditions of sale here.

Delivery times are purely indicative, without commitment. If it is impossible to meet a certain delivery time, the Customer may, without further ado, withdraw within 30 days of confirmation, in writing.

Deliveries are made in Switzerland or Europe*, at the Customer's expense. Delivery is free from CHF 35.- in Switzerland, and from EUR 59 in Europe*. Orders confirmed before 4 p.m. are delivered within 24 to 48 hours in Switzerland, then within 10 working days with the French post office for Europe (European Union).

The Seller cannot be held responsible for a delay in delivery by the parcel transport company. Coffee machines, grinders and accessories are sold exclusively in Switzerland. Delivery delays can be justified by the transport company or a large flow of orders, without being able to hold the Seller responsible. The company reserves the right to offer an equivalent product in the event of unavailability.

The Customer undertakes to check the goods received immediately. The damage caused by the delivery must be communicated on the day of receipt to the carrier as well as to the Seller. Deadline exceeded, the products are considered accepted. Coffee machines compatible with the Nespresso®* system are not shipped with internal samples. Orders not delivered and returned to sender are canceled and/or refunded. For purchases from resellers, agents or retailers, the transport conditions are ex-factory in Meyrin, Ex Works. Professional coffee machines are delivered “ex works Meyrin”, Ex Works.

Carriers

Swiss deliveries are made with the Swiss Post. Deliveries from the European Union are shipped with the French post office.

VAT and customs and import duties

Shipments to Switzerland are invoiced with Swiss VAT included. Shipments to a country in the European Union are invoiced with French VAT included. For shipments outside the European Union: any customs and import duties are the responsibility of the customer.

It is up to the customer to find out from the local authorities about any restrictions on the importation of products before validating an order.

Right to retract

Customers have a period of 14 days from the date of receipt of the package to request a refund. When the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next working day.

In order to exercise this right of withdrawal, it is up to the customer to notify his decision to withdraw by following and respecting the return procedure in its entirety.

Merchandise return

Merchandise returns are divided into three points: right of return under warranty, limited right of return and no right of return. The recovery conditions are as follows, taking into account the prevailing general conditions of sale:

  • Right of return without reservation (guarantee)
  • Returning an item under warranty
  • Return of a non-defective item
  • Product packed in its packaging box, new
  • Compliance with return deadlines within 30 days
  • Obtaining the right of return from the Seller
  • Return of the wrong product (order preparation error)

Limited right of return

  • Return of a product whose packaging has been opened/damaged
  • Unused product, no signs of wear
  • Product with all accessories and original box
  • Compliance with return deadlines within 30 days
  • Unused/worn item
  • Product not damaged as a result of transport/handling by the Customer

In a case of limited right of return, the refund is made by the same means of payment used for the purchase of the product. The refund is calculated at the purchase price after deduction defined by our technical department. As a general rule, a deduction of 20% is calculated, but with a minimum value of CHF 10.- including tax.

Finally, returns related to various accessories delivered in France and Europe are the responsibility of the customer.

Exclusion of the right of return

  • Used/worn products
  • Product without original packaging
  • Product without accessories (missing)
  • Consumables/open cafes
  • Ground-to-order products (ground before shipment)
  • Products purchased on promotion
  • Return period expired

Return location

All information relating to the return of a product can be found on the after-sales service page by brand, here. Shipping costs are generally borne by the Customer.

Shipping costs covered by the Maison du Café, Trottet SA

  • Special cases may lead the Company to cover the return costs, in particular for:
  • Incorrect delivery (error in order preparation)
  • Quantities (quantity errors in order preparation)
  • Receipt of a defective item
  • Receipt of an incomplete order

After-sales service rates

The after-sales service intervention costs are CHF 160.- excluding tax / hour for the technical service, then CHF 149.- excluding tax for trips to Geneva, Vaud-La Côte. The estimate costs are CHF 45.- for products from the Maison du Café, Trottet SA. For products from third-party merchants, the Customer must refer to the after-sales service by brand, here.