This policy explains when you can return, exchange, cancel, or claim a refund on a Fix Coffee order, how to start the process, and what happens at each step. It applies to all orders placed on fixcoffee.shop and is read together with our Terms of Service, Shipping Policy, and Warranty Information.
Nothing in this policy limits the rights you have as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Sale of Goods Act, 1930, or any other law that applies in India.
At a glance
| Situation |
What you do |
Outcome |
| Dead-on-arrival or damaged in transit |
Tell us within 72 hours of delivery |
Free pickup, repair or replacement, or refund to your original payment method — your choice |
| Manufacturing defect during the warranty period |
Start a warranty claim within the warranty period |
Free pickup, repair or replacement under the applicable Warranty
|
| Wrong product sent / missing item |
Tell us within 7 days of delivery |
Free pickup and correct product dispatched at our cost |
| Accessory bought separately, compatibility issue |
Tell us within 7 days of delivery |
Store-credit refund of product value minus ₹500 restocking fee; return shipping at your cost |
| Cancel before dispatch |
Tell us before you receive the shipping-confirmation email |
Full refund to original payment method, minus the payment-gateway fee (2% + GST) Razorpay retains on capture |
| Change of mind on a main product (grinder, machine) |
— |
Not accepted — please ask us questions before buying; our WhatsApp line is open for pre-sales help |
1. Dead-on-arrival and in-transit damage
If your parcel arrives damaged, or the product doesn't power on, has a visible defect, or fails on the first use, tell us within 72 hours of delivery. If you were travelling or unable to check the parcel within 72 hours, email us within that window to flag it — we will extend the check window to 7 days from when you return.
Steps we follow:
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Intake and ticket number within 24 hours. Share your order number, a description of the issue, and 2–3 photos or a short video showing the fault.
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10-minute guided troubleshooting by WhatsApp or phone. Some issues have simple fixes (portafilter alignment, calibration); we always try this first.
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Free pickup at our cost if troubleshooting doesn't resolve the issue. Our courier partner schedules pickup within 3–5 working days of the RMA being issued; we update you with the carrier ETA and keep you informed if weather or remote-pincode routing extends it.
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Bench test at our Lucknow workshop by our technicians. We issue a short Failure Analysis Report within 7 business days of receiving the unit.
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Your choice of remedy where a defect is confirmed: repair, replacement, or refund to your original payment method. A refund is initiated within 5 working days of the Failure Analysis Report, in line with the Reserve Bank of India's T+5 norm for gateway refunds.
An unboxing video is helpful — particularly on orders above ₹5,000 — but it is never a precondition to accepting your claim. We proceed on photos, logs, and our bench test regardless.
When pickup is scheduled, please follow our reverse-pickup packing guide — send only the machine, no accessories or water tank. The guide covers what to do if the original carton is no longer available.
2. Manufacturing defects during the warranty period
Every product we sell comes with a manufacturer-backed warranty. See our Warranty Information page for the warranty period applicable to each brand, and the brand-specific warranty pages for exclusions and conditions.
The process is the same as the 72-hour DOA process above (intake → troubleshooting → free pickup → bench test → Failure Analysis Report → remedy). Free pickup applies regardless of when in the warranty period the defect is reported, in line with our obligations under the Consumer Protection (E-Commerce) Rules, 2020.
3. Wrong product sent or missing item
If you receive the wrong product, or an item is missing from your order, tell us within 7 days of delivery. We arrange free pickup of the wrong item and dispatch the correct item at our cost. If the correct item is out of stock, you can choose to wait for restock, swap to a different product (we settle any price difference), or receive a full refund to your original payment method.
4. Compatibility returns on accessories
Accessories (bottomless portafilters, baskets, tampers, puck screens, shower screens, dosing cups, scales, and similar items) can be returned for compatibility reasons within 7 days of delivery. A ₹500 restocking fee applies; return shipping is at your cost. The refund is issued as Fix Coffee store credit, valid for 12 months on your account.
Main products (grinders and espresso machines) cannot be returned for change-of-mind or compatibility reasons. Please ask us questions about fit and compatibility before you buy — our WhatsApp line is open for pre-sales help, and we will always take time to confirm your setup matches the product.
5. Cancelling an order before dispatch
You can cancel any order before it ships (before you receive the shipping-confirmation email). Email or WhatsApp us and we will cancel the order. Refund is to your original payment method, less the payment-gateway fee that our gateway, Razorpay, retains on payment capture (2% + GST). This fee is a real third-party cost that is not refunded to us when we refund you. The net amount is credited within 5 working days.
6. Rejected deliveries and failed delivery attempts
If a delivery is rejected at your end, or our courier cannot deliver because the address is wrong or nobody is available after three attempts, we will try to contact you. If you want the parcel redelivered, we charge a re-shipping fee equal to the actual forward-shipping cost. If you don't want redelivery, we refund the product value to your original payment method within 7 working days, less the forward-shipping cost and the Razorpay gateway fee (2% + GST).
7. Out of stock
If we accept an order that turns out to be out of stock, we contact you by email or WhatsApp within 48 hours with an honest ETA. You can choose to wait for restock, swap to a different product, or take a full refund to your original payment method within 5 working days.
8. What's not covered
The following situations fall outside this policy:
- Damage caused by misuse, mishandling, unauthorised modification, or use outside the manufacturer's operating conditions.
- Wear and tear consistent with normal use (for example, burr wear after many kilograms of grinding).
- Consumables (filter papers, cleaning tablets, coffee) once opened or used.
- Products with tampered, removed, or illegible serial numbers or anti-tamper seals.
- Damage caused by unsuitable water (high TDS, high hardness) or supply-voltage fluctuations outside the manufacturer's rated range.
- Personal preference issues that are not defects — for example, you find the machine louder or hotter than expected, you don't like a grind profile, or the taste is not what you hoped for. These are not covered, but we are always happy to help you dial the setup in — ask us.
These exclusions apply to the voluntary elements of this policy. They do not override any non-waivable statutory rights you have as a consumer.
9. Commercial and business use
If your order carries a GSTIN belonging to a café, restaurant, hotel, office, roastery, or rental business, the terms in Section 11 of our Terms of Service apply — Track B (compatibility) returns are not available on commercial orders, and warranty cover on products not rated by the manufacturer for commercial duty is reduced to 6 months from the delivery date. Remedies for confirmed defects remain available on commercial orders.
10. Refund timelines
| Type |
Clock starts when |
We initiate refund within |
| Cancellation before dispatch |
You request the cancellation |
5 working days |
| Confirmed defect — original-method refund |
We issue the Failure Analysis Report |
5 working days (RBI T+5) |
| Out of stock |
You ask for a refund |
5 working days |
| Rejected or undelivered orders |
Parcel is returned to our warehouse |
7 working days |
| Accessory compatibility return |
Accessory arrives back at our warehouse |
5 working days (as store credit) |
Once we initiate a refund, the money typically appears in your account within 3–7 business days, depending on your bank.
11. How to start a return, exchange, cancellation, or claim
- Email support@fixcoffee.in or WhatsApp us at +91 96507 41802.
- Share your order number, a description of the issue, and any relevant photos or a short video.
- We will reply with a ticket number within 24 hours.
- If pickup or return shipping is involved, we will share the RMA address and the next steps in writing. If pickup is involved, follow our reverse-pickup packing guide before our courier arrives. We can supply a fresh carton on request if you no longer have the original.
- Do not ship returns to the registered office or to any address other than the one on your RMA email.
12. Appeals — if you're not satisfied
If you disagree with the outcome of your case, you can escalate through this ladder:
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Customer care — reply to your ticket with what you want changed and why.
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Grievance Officer — email shashwat@fixcoffee.in. The Grievance Officer's details are set out below and on our Contact page. We acknowledge within 48 hours and aim to resolve within 30 days of receipt of your grievance.
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Independent third-party inspection (evidence only) — where the disagreement is about a technical question, we can jointly appoint a neutral coffee-equipment workshop to inspect the unit and report. The report is evidence for both sides; neither side is bound by it, and your statutory rights under Section 35 of the Consumer Protection Act, 2019 are preserved.
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Online Dispute Resolution — if you prefer an online forum, you can use the National Consumer Helpline at consumerhelpline.gov.in, which offers mediation.
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District Consumer Disputes Redressal Commission — you can file a complaint with the DCDRC having territorial jurisdiction under Section 34 of the Consumer Protection Act, 2019. This right is preserved regardless of anything in this policy or our Terms of Service.
13. Grievance Officer
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Name: Shashwat Jain
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Designation: CEO
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Email: shashwat@fixcoffee.in
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WhatsApp / Phone: +91 96507 41802 (messaging preferred; voice callback within 24 hours on request)
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Hours: Monday to Saturday, 10:00 to 19:00 IST
14. Updates to this policy
We may update this policy from time to time. The version in force at the time you placed your order is the version that applies to your order.
