Refund policy

Return, Refund and Warranty Policy

This policy applies to purchases made on fimorena.com, operated by YOUNG EXCELLENT CROSS BORDER SOLUTIONS LIMITED, 8 Wang Kwong Road, Kowloon Bay, Kowloon, Hong Kong SAR.

30-day returns

You have 30 days from the delivery date to request a return. To be eligible the item must be unused, in its original packaging, and complete with all accessories, adapters and cables it shipped with.

Because these are food-contact appliances, a machine that has been used to brew cannot be returned as unused. If you have brewed with it, your route is the warranty below rather than a change-of-mind return.

How to start a return

Email info@fimorena.com with your order number and the reason. We reply within 2 business days and will confirm the return address. Please do not send anything back before you have that confirmation — unannounced returns cannot be matched to an order.

Who pays return shipping

Faulty, damaged or incorrect items: we cover return shipping.
Change of mind: you pay return shipping. Use a tracked service — we cannot refund a parcel that does not arrive.

Original outbound shipping is refunded only where the item was faulty, damaged or incorrect.

Refunds

Once your return arrives and passes inspection we refund to the original payment method within 5 business days. Your bank may take a further 5–10 business days to post it. We email you when the refund is issued.

One-year warranty

Every machine and grinder we sell carries a 12-month warranty from the date of delivery against manufacturing defects and component failure under normal domestic use.

The warranty covers: failure of the pump, heating element, motor, battery, control electronics or switchgear; and defects in materials or assembly.

The warranty does not cover:

Accidental damage, drops, crushing, or damage in transit after delivery
Water ingress into the body — these devices are not submersible and must never be immersed or put in a dishwasher
Scale build-up, blockages or performance loss caused by not descaling or not cleaning after use
Damage from using a charger that does not meet the stated specification
Any unit that has been opened, modified or repaired by anyone other than us
Normal cosmetic wear, scuffs and fading
Consumable wear items such as seals and gaskets

Battery capacity naturally declines with charge cycles. A reduction in the number of brews per charge over time is normal behaviour, not a defect. A battery that fails to charge or hold any charge within the warranty period is covered.

Making a warranty claim

Email info@fimorena.com with your order number, a description of the fault, and a photo or short video showing it. We will diagnose remotely where we can. If the unit needs to come back, we pay the return shipping on a valid warranty claim, and we will repair, replace or refund it at our discretion.

Faulty on arrival

If your order arrives damaged or does not work out of the box, email us within 30 days of delivery with photos. We replace or refund in full, including shipping, at your choice.