Cancellation policy

Order Cancellation Policy

Last Updated: October 26, 2026

At Espresso Machine Sales (operating at espressomachinesales.com), orders move rapidly from placement to warehouse fulfillment, palletizing, and carrier scheduling. Because of the logistical complexity of freight-shipped commercial machinery and non-recoverable credit card processing charges, order cancellations are not automated through your online account and must be requested manually via email.

1. Manual Cancellation Request Protocol

All cancellation requests must be formally submitted in writing to our support desk. We do not accept cancellations via phone, voicemail, automated website forms, or third-party messaging services.

Submission Address: Send all requests directly to support@espressomachinesales.com.
Subject Line Requirement: Your email subject line must strictly read:

CANCELLATION REQUEST: Order #[Insert Your Order Number]
Required Email Details: Include the following information in the body of your email:
- Full billing name on the order.
- Direct email address associated with the purchase.
- Specific item(s) you wish to cancel.
- Concrete reason for the cancellation request.
Operating Hours & Timestamps: Cancellation requests are monitored and processed during standard business hours: Monday – Friday, 9:00 AM – 5:00 PM EST. Requests received outside these hours or over weekends will be logged and reviewed on the next business day. Submitting an email does not guarantee cancellation if the fulfillment queue has already advanced.

2. Pre-Fulfillment Cancellations & Processing Fees

An order can only be cancelled if the request is reviewed and confirmed by our logistics team prior to warehouse picking, pallet staging, or freight scheduling.

Standard Stocked Items (Parcel & Consumables): If an order containing standard parcel merchandise (cleaning chemicals, parts, coffee, water filters) has not yet been processed or packed, it may be cancelled subject to a 4% non-recoverable merchant processing fee. Credit card processors retain transaction fees on all settled charges regardless of cancellation.
Stock Commercial & Prosumer Machinery: If an in-stock commercial machine, prosumer unit, or commercial grinder has not yet been strapped, palletized, crated, or dispatched to the freight staging dock, the cancellation will be approved minus the 4% payment processing fee.

3. Dispatched, Staged, and In-Transit Orders

Once an order has entered fulfillment, been palletized, crated, or transferred to a parcel carrier or Less-Than-Truckload (LTL) freight line:

Strict No-Cancellation Rule: The order cannot be cancelled, halted, or rerouted.
All Sales Final Enforcement: Once dispatched, our standard Return and Refund Policy governs the order completely. All sales are final.
Refusal Penalties: Refusing an undamaged freight shipment or parcel delivery at the time of arrival does not constitute an authorized cancellation. If a shipment is refused without prior written authorization, the customer remains fully responsible for round-trip freight charges, carrier storage fees, and an automatic 25% restocking fee.

4. Custom Orders, Special Builds & Direct-Factory Shipments

Due to the specialized manufacturing and procurement required for custom foodservice equipment:

Non-Cancellable Status: Custom-configured machinery (e.g., custom RAL powder-coated body panels, custom voltage/phase configurations, direct factory drop-ships, or equipment built to order) cannot be cancelled, amended, or refunded once procurement or manufacturing has commenced.
Submitting payment for a custom or special-order unit constitutes an irrevocable commitment to purchase.

5. Backordered Items & Extended Lead Times

If an item on your order is temporarily out of stock or placed on manufacturer backorder:

We will notify you via email with the estimated manufacturer ship window.
You may cancel a backordered, non-custom item at any time before the item is allocated and staged for fulfillment.
Standard payment processing fee deductions (4%) still apply to voluntary cancellations of backordered merchandise if funds were settled upon initial order placement.

6. Approved Refund Processing & Settlement

If your manual cancellation request is received and approved by our team:

Refund Method: Refunds are credited strictly back to the original credit card or digital payment method used at checkout. We do not issue cash refunds, paper checks, or refunds to alternative credit cards.
Processing Timeline: Once confirmed by email, refunds are initiated within 2 to 3 business days. Depending on your financial institution, funds typically take an additional 3 to 7 business days to post to your statement.