Returns and warranty Policy

New Zealand Customers

Shipping, Returns & Warranty

Everything you need to know about shipping to New Zealand, returns, and your warranty coverage under New Zealand Consumer Law.

Shipping Policy

Processing Time

Same day: Orders placed before 11:30 AM
Next day: Orders placed after 11:30 AM

Delivery Time

3–5 business days from dispatch to most NZ addresses

New Zealand Customs & Import Information

All products are shipped from our Australian warehouse. Here's what you need to know about customs and import charges:

Low-Value Goods Levy (From 1 April 2026)

For imports valued at or below NZ$1,000, a Low-Value Goods Levy applies:

Air freight: NZ$2.21 per consignment (excl. GST)
Sea freight: NZ$2.09 per consignment (excl. GST)

Your freight forwarder pays this levy and includes it in their invoice. GST (15%) is calculated at checkout and included in your final price.

Orders Over NZ$1,000

Imports over NZ$1,000 will generally incur customs duties and import taxes in New Zealand.

Important: Di Pacci has no control over these taxes and cannot advise what they will be once your order arrives in New Zealand.

All customs charges must be paid by the customer on delivery. Orders cannot be returned to sender, and Di Pacci will never pay these customs charges on your behalf.

If you refuse to pay customs charges, your parcel may be abandoned. Di Pacci will not be held responsible for any loss of funds in this situation.

For shipping assistance, email support@dipacci.com.au

Returns & Warranty

Our Returns and Warranty Policy includes the rights you have under the New Zealand Consumer Law and other relevant laws.

Your Rights Under New Zealand Consumer Law

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Dipacci Coffee Company will determine the extent of the failure.

Warranty Coverage
  • Domestic Espresso Machines & Grinders: RTB (Return to Base) 12 months parts and 12 months labour warranty
  • Commercial Espresso Machines & Grinders (Cafés, Restaurants, Offices): RTB 12 months parts and 3 months labour warranty
  • Used (Second Hand) Commercial Equipment: RTB 3 months parts and 3 months labour warranty
  • Accessories & Other Equipment: Manufacturer's warranty only (as dictated by manufacturer)

Where a failure does not amount to a major failure, Dipacci Coffee Company is entitled to choose between providing you with a repair, replacement, or other suitable remedy.

Your rights under the New Zealand Consumer Law are not limited by a defined time. However, the New Zealand Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

Warranty Transferability

This warranty is transferable to a subsequent owner of a Di Pacci Coffee Company product, in the event of the sale of that product, provided that Di Pacci Coffee Company is informed in writing within 14 days of the sale of the subsequent owner's name and contact details. The new owner must retain the original invoice or copy thereof to be entitled to warranty service.

Warranty service is provided only within the country of purchase – New Zealand.

Items Damaged in Transit

⏰ Report Within 2 Hours

You must email us with photos within 2 hours of delivery to claim an item damaged in transit. Beyond this period, we cannot assist with freight damage claims.

We do not replace/return items damaged by freight as it is out of our hands. However, we are more than happy to fix the item if you send it back to us. We will also freight it back to you for free.

Changed Your Mind?

Please choose carefully as we do not normally accept returns where you have simply changed your mind or have chosen poorly.

Should we decide to accept a return:

  • A 30% restocking fee + any credit card charges (which we cannot recover) applies to all returns of items held in stock
  • Special order items cannot be returned
  • We cannot accept returns on used equipment or equipment without packaging or in opened packaging
  • Shipping costs are not refundable and return freight to us is payable by you

Product Assessment for Warranty Repair

Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange, or repair. The available remedy will depend on whether the fault amounts to a major failure. In some instances, we may need to consult with the manufacturer or importer to determine the fault and resolution.

Most faults can be easily repaired within a reasonable time frame. We will not offer a repair or replacement if the product has been damaged via misuse or abuse. Examples include but are not limited to:

  • Inadequately filtered water
  • Lime scaling
  • Corrosion due to high chloride ion concentrations in water
  • Operator errors
  • Unauthorised repair work or modification
  • Fair wear and tear
Loan Machines

While we understand that many clients would like a loan machine in the event of a warranty item, we regret that this service is not available. We prioritise all warranty work over general repair to ensure the most rapid service possible.

Where there is no fault found, the product will be made available for collection by the customer.

When assessing product fault, it is up to you whether you would prefer to deal with Di Pacci Coffee or the manufacturer or importer directly. It may be more convenient for you to liaise with the manufacturer or importer directly (which may be more time efficient). We are happy to provide you with their relevant contact details to assist you.

Troubleshooting Before Returning

If you are experiencing problems operating your product, we strongly recommend that you contact us first. It is our experience that often when customers believe the product they have purchased is faulty, it can usually be resolved with some basic troubleshooting.

Fixed or Bulky Items

If your product cannot be easily returned to us, please contact us and we will do our best to offer a local solution.

Proof of Purchase

⚠️ Please Retain Your Receipt

In order to obtain a refund, exchange, or to repair a product purchased from Dipacci Coffee Company, including those products which carry a manufacturer's warranty, you must have clear proof of purchase – typically, but not always, a receipt.

If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to reject the return of your product.

Bank statements: Unfortunately, Dipacci Coffee Company will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase.

We cannot provide copies of receipts if lost or misplaced.

Refunds: When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt.

Need Assistance?

Our team is here to help with any questions about shipping, returns, or warranty coverage.

Email Support