Returns & refunds policy

1. Scope and principles

This policy covers goods sold directly by SpringTime where the transaction can be identified. OEM/ODM, private-label, custom-specification and export orders follow the contract, approved sample and agreed standards, while preserving mandatory legal rights.

SpringTime receives concerns involving incorrect or missing goods, damaged packaging, non-conforming quality or technical faults. Signing for a delivery or not having an unboxing video does not automatically invalidate a complaint.

2. Cases considered for replacement, return or supplementary delivery

• Incorrect model, coffee type, specification or quantity compared with the confirmed order.
• Transit damage, subject to determining responsibility.
• Coffee or ingredients with abnormal quality, expiry issues or inconsistency with stated specifications.
• Verified manufacturing defects in equipment under the applicable technical and warranty conditions.

Resolution may include additional delivery, replacement, warranty repair or refund depending on the cause, condition and applicable rights. No universal replacement promise is made for all equipment without confirmation from SpringTime or the manufacturer.

3. Request and processing timeframes

• Report incorrect, missing or externally damaged goods within 48 hours of receipt to assist verification.
• Initial response within 3 working days after receiving sufficient information.
• Review returns for manufacturing defects found within the first 7 days; later issues follow the warranty and applicable rules.
• Refund within 7–10 working days after agreement and receipt of the necessary goods, records or other conditions.

Early reporting helps handling and does not remove lawful rights involving latent defects or other legally protected cases.

4. Product condition and change of mind

Keep available packaging, labels, batch numbers, accessories and records. If opening a package is necessary to discover a quality problem, opening alone does not remove the right to complain. Do not dismantle or repair equipment without instructions.

Used goods, improper storage or external damage are assessed according to the actual cause. Change of mind, flavour preference, custom roasting/grinding and private-label goods are not automatically returnable. Voluntary support conditions must be disclosed before purchase and cannot exclude rights for defective goods.

5. Request process

1. Contact the hotline or email with the order reference, product, receipt date and issue.
2. Send available photos, videos or records. Relevant additional information may be requested.
3. Receive inspection instructions and the correct return address. Do not send goods to the factory or office without confirmation.
4. Pack safely with the relevant accessories and records. Preserve coffee samples if testing is needed.
5. Confirm the outcome and agreed supplementary delivery, replacement, warranty service or refund.

6. Return costs and refund method

Cost allocation: when responsibility is verified as belonging to SpringTime or its appointed carrier, SpringTime covers reasonable corrective shipping costs and refunds the relevant amount for goods that cannot be fulfilled. Costs for voluntary change-of-mind support must be disclosed and agreed first.

Refunds use the original payment method where possible. COD orders may be refunded to a bank account confirmed by the purchaser. No OTP, PIN or password is required. Bank or payment-provider processing can affect the credit date; progress is communicated after reconciliation.

The amount reflects actual payment, affected goods and relevant costs in the specific case. Original delivery charges are not automatically excluded where the seller is responsible.

7. Equipment warranties and further complaints

The duration, provider and conditions for each model follow its product information or warranty documents. Returns do not replace warranty obligations. If a resolution is disputed, customers may ask for an explanation, provide further evidence or seek protection through lawful channels.