PodMerchant Store Policy
To our good customers: We regret that we have had to complicate and place restrictions on returns. In order to hold back on price increases, we have found it necessary to implement the following policies.
- Unused coffee products may be returned to PodMerchant for any reason (*conditions as noted below)
- Restocking Fee: 25% on products returned after 45 days.
- No refunds after 90 days for any reason on any product.
- There is a 20% restocking fee on double-shot pods returned within 45 days. After 45 days the above applies.
- Cases returned in a non-resalable condition may be assessed a 10% damage fee. Cases should be returned in outer protective packaging (as it was shipped to you).
- Note: "Returned" is defined as: products received at our office (not request of an RMA).
- See below for additional restrictions and instructions.
To return merchandise, you must first request a Returned Merchandise Authorization (RMA) number. Items returned without an RMA number are subject to a 20% restocking fee (on top of any other fees above). Please write the RMA number on the outside of the package. Refunds will be issued after receipt and restocking of the returned goods. The customer is responsible for the cost of shipping back to PodMerchant.
Please do not "refuse delivery" of the package to return it. This will cause a delay in processing your refund and you will be charged for the return shipment. For your protection please use a trackable shipment method.
Shipping charges are not refundable unless we made a mistake filling your order. Next Day and 2nd Day Air shipping charges can be very expensive — consider
carefully before choosing these methods. Opened pods (individually wrapped or tins of illy brand) may not be returned for refund unless they are found defective as they are no longer resalable. Used pods are not refundable — please do not return them.
If you have a problem with an espresso machine purchased from PodMerchant, please contact us so that we may help diagnose the problem. Many problems turn out to be due to operator unfamiliarity and can often be resolved with a short conversation. In the event that your machine arrived damaged, or has broken, or not performing satisfactorily, the manufacturer's U.S. factory service organization is available to fix any problems with your machine or exchange it under the warranty period. All of our machines are supported by trained technicians in U.S. factory service centers. Please check your machine's warranty for specifics of what the warranty covers.
In the event that the factory service cannot satisfactory handle your situation, espresso machines may be returned to PodMerchant, but only with prior authorization.
Returns are limited to 30 days after delivery unless the machine has been sent for
factory service. NOTE: Machines can only be returned in a salable condition. This means that all pieces
must be returned in good condition, including the manual and all original packaging. We will not issue any refund for a machine returned otherwise. We charge a 15% restocking fee for machines accepted for return. Please contact us to receive an RMA (Returned Merchandise Authorization) number.
PodMerchant's checkout is secure. This means that information sent between your browser and our server is encrypted. The address entry portion of our checkout is not secure but the page on which you enter your credit card information IS secure. You can verify the secure connection by inspecting the URL (address) in your browser. A secure URL begins with "https://" instead of "http://" (it stands for "Hyper Text Transport Protocol - Secure"). You should never enter your credit card information on an unsecure page. You should also never send your credit card information via email, which is definitely not secure. Please do not email your credit card number to us.
Your credit card information is reasonably safe when entered through a secure web connection. The encrypted transmission should prevent data thieves from gaining your credit card number. In addition, our shopping cart software and the card authorization software hide the full credit card number even from us. When you use the PodMerchant site to make a purchase, even we are not able to view your credit card number. An order placed over the phone is actually much less secure.
Our security certificate is issued by GeoTrust.
PodMerchant is monitored for compliance with Payment Card Industry (PCI) Data Security Standards (DSS) by SecurityMetrics (click to verify).
Your purchases are authorized and transmitted by Authorize.net (click to verify).
not sell or distribute any collected personal or contact information
from customers to any other company. We hate it when companies do that to us, so we won't do it to you.
We do not send any promotional emails to customers except our monthly newsletter, The PODcast, which uses double-acceptance subscribing (user must submit their data and then confirm the subscription when sent an email notification). No one is subscribed by default or without their knowledge and consent.
Charges on your credit card will be billed from "PODMERCHANT COM".
Prices, specifications, packaging, and/or availability is subject to change without notice. All special offers and sales exclude all previously purchased merchandise or equipment.
PodMerchant reserves the right to refuse to sell products to anyone.
Product photos may not accurately reflect current contents of sampler packs -- please refer to the contents list. If a particular pod included in a sampler pack is out of stock, we will adjust the charges downward or refund the difference for the excluded items.
As product packaging is subject to change, product photos may not accurately reflect the current product packaging. Please refer to the product name and description.