Di Pacci NZ · 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 for orders placed before 11:30 AM; next day for 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. 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, and Di Pacci will not be held responsible for any loss of funds in this situation.

For shipping assistance, email support@dipacci.co.nz.

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. The type of remedy we can offer 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.

Items damaged in transit

You must email us with photos within 2 hours of delivery to claim an item damaged in transit — beyond this period, we can't assist with freight damage claims. We don't replace or return items damaged by freight, as it's out of our hands, but we're happy to fix the item if you send it back to us, and we'll freight it back to you for free.

Changed your mind?

Please choose carefully, as we don't normally accept returns where you've simply changed your mind or chosen poorly. Should we decide to accept a return:

• A 30% restocking fee, plus any credit card charges 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'll offer you either a refund, exchange, or repair. The available remedy depends 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.

We won't offer a repair or replacement if the product has been damaged via misuse or abuse, including but 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 aren't available while we assess or repair your equipment — we prioritise all warranty work over general repair to ensure the most rapid service possible. Where no fault is found, the product will be made available for collection by the customer. When assessing product fault, it's up to you whether you'd prefer to deal with us or the manufacturer/importer directly — we're happy to provide their contact details if that's more convenient.

Troubleshooting before returning

If you're experiencing problems operating your product, we strongly recommend contacting us first — often what seems like a fault can be resolved with some basic troubleshooting.

Fixed or bulky items

If your product can't easily be returned to us, please contact us and we'll do our best to offer a local solution.

Proof of purchase

To obtain a refund, exchange, or repair — including products carrying a manufacturer's warranty — you'll need clear proof of purchase, typically a receipt. If we can't be satisfied you purchased the product from us, we're entitled to reject the return under the law. We can't accept a bank or credit card statement unless the amount shown directly matches the purchase, and we can't provide copies of lost or misplaced receipts. Please retain your receipt. Where a refund is granted, we'll refund the original purchase price via the payment method shown on the receipt.