1. Application for the Return of an Item
Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may apply for the refund and/or return of the Item in any the following circumstances:
- The Item has not been received by you;
- The Item received is incomplete (missing quantity or accessories);
- Illy has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to you;
- The Item received has physical damage (e.g. dented, scratched, shattered);
- The Item received is faulty (e.g. malfunction, does not work as intended);
Items may not be returned or refunded in the following circumstances:
- Due to food safety reasons, any consumable products including but not limited to coffee products, cannot be returned.
- Once Installed or used: Coffee machines, accessories etc.
- Display units and clearance goods are strictly non-refundable. These items are sold on an “as is” basis.
- Items that have been purchased for more than 10 days.
- The item was purchased for someone else, or as a gift, who simply does not want it or a change of mind due to wrong selection, size, colour, model or specification, product not meeting expectation; or price differences.
- Defaulted on payment for item.
Illy will review each your return application on a case-by-case basis and, in its sole discretion, determine whether your return application is successful.
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply .
2. Condition of Returning Item
To enjoy a hassle-free experience when returning the Item, you should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Illy in the condition received by you on delivery. We recommend all customers to take a photo of the Item upon receipt.
3. Returns Process
Our illy Customer Care Specialists will verify the return reason and confirm the return is valid. If the return reason is deemed valid our illy Customer Care Specialists will arrange a return pick-up for you. Our courier company will pick up the package.
Once we receive the item we will conduct an evaluation within fourteen (14) days starting from the day we received your returned items. Our illy Customer Care Specialists will send you an email confirmation to inform you our team has received the returned item.
You will only be refunded after the confirmation that Illy has received the returned Item. The refund will be made in the form of online store credits.
5. Invalid Returns
If the return is not valid, we will notify you and arrange the items to be returned. For the items to be returned to you, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.