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RMA Required

In the event that parts or goods are required to be returned, such as repair, warranty, service, etc. You (the customer) are required to obtain a Return Merchandise Authorization or “RMA” for short. This request can easily be made by using the RMA Request Form. The form will guide the customer through the required information.

All claims for shortage or shipment errors, physical damage or malfunctioning product must be made within 3 days of original receipt of the goods by contacting Merlot & Mocha - click here for details - and DO NOT use the product. Customer must report to freight carrier immediately when damaged boxes are received. Risk of loss passes to customer upon shipment of product from our facility.

Procedures

1. Customer submits requests RMA via RMA Request Form.
2. Service department will acknowledge receipt of request within 1 business day.
3. Service department will issue RMA # within 3 business days of valid request.
4. Customer returns goods within 14 days of RMA issue date.
5. Upon receipt of goods, service department will provide customer with notification explain status of goods and follow up actions.

General Notes

1. Please inspect all packages immediately upon receipt.
2. Most of our machines are tested at the manufacturer. Due to this testing you might find residual coffee or water on/in new machines. Most manufacturers will include a small sheet of paper stating this.
3. We only sell New machines. In the event that we retail any refurbished/used machines, we will clearly indicate this to the customer during product description, advertisement, sale and shipment.

Restrictions

• We will not accept or process any returned goods without a valid RMA
• We will accept returns within 7 days from he date you receive the merchandise for a full refund minus a restocking fee (if applicable) assuming all return guidelines are properly adhered to. This policy in not applicable to coffee, tea, accessories, parts, special orders and any personalized products.
• Items returned for refund must be in the original package with all accessories, all supporting documentation and in re-sellable condition. Improper packaging may void the return and warranty.
• Information - the customer must provide sufficient information to validate the original sale. This can be as simple as providing customer id and order ID.
• Repairs - Upon your completed valid request, we will handle warranty and service requests on your behalf with the manufacturer. Shipping and handling charges may apply and we will clearly state this prior to issuing an RMA.
• RMA is good for 14 days. Return will be refused if returned after the expiration date.
• RMA # must be marked on the outside of the box or shipment will be refused.
• Warranty will be voided if warranty label is removed or damaged.

Other Conditions

• Restocking fee of 15%-25% may be applicable to returns. We will notify you at time of RMA authorization.
• Following inspection of the goods, our service department will provide an estimated cost (if applicable) associated with repair, service, parts etc.
• Service department may require a PO issued by customer toward any applicable charges. The PO is required prior to repair or service being initiated or replacement parts being shipped.
• If returning products that contain liquids (water, coffee, etc), proper drainage of the machine is required. Refer to owner's manual for instructions or contact Merlot & Mocha.

Liability

NovoNova LLC, doing business as Merlot& Mocha, shall under no circumstance be held liable for damages, loss or disputes caused by delay in furnishing maintenance, repair, consultancy or any other services.

 

I have read and acknowledge the return policy, please take me to the RMA Request Form.