How to return your order

Return & Refund Policy

You have 30 days from receipt of your Ratio machine to try it out. If you decide it's not for you, we'll accept it back for a full refund (subject to following our return instructions; items returned damaged, excessively dirty, or outside the 14-day shipping timeframe are subject to a restocking fee). The Order Return Request must be completed on the Ratio Online Return Portal within 30 days of your order's delivery date. Orders outside of the 30-day trial period will NOT be considered for a refund back to the original purchase type unless otherwise explicitly authorized by a Ratio Coffee Customer Experience team member. Once you have successfully completed the Order Return Request on our online returns portal, you have 14 days to repackage the machine and ship it back to us using the provided return labels or your own shipping method.

Please note: Return labels are available, but we will deduct the cost of the return label(s) from your refund. You may decide to use your own shipping carrier. If Onward Protection was added to your order, the return label(s) will NOT be deducted from your final refund amount. (Unsure if you added Onward Protection? Login in here to review your order) Orders returned damaged, excessively dirty, or not shipped within 14 days after the Order Return Request has been completed will be subject to a restocking fee of up to 20% of the original order amount.

To start the process, please complete the Ratio Coffee Online Order Return Request on our return portal here.

Once completed, come back here to review the repackaging instructions to learn how to safely repackage your order.

Repackaging Instructions

Please review and follow the appropriate repackaging instructions below before packaging your order for return. 

• Ratio Eight Original Repackaging Instructions

• Ratio Eight Series 2 Repackaging Instructions

• Ratio Six Repackaging Instructions

• Ratio Four Repackaging Instructions

If you are returning an item that is not a Ratio Coffee Machine, please repackage your items as closely to their original packaging as possible, and ensure that if the item is breakable, there is ample padding to prevent damage in shipping. 

Please note: If items arrive damaged but are repackaged in their original packaging and follow the instructions above properly, you will not be charged a restocking fee. Items that arrive damaged due to inadequate repackaging in their original packaging or in non-original packaging will be subject to a restocking fee of up to 20% the original order amount. 

Need Help?

Please reach out to our Customer Experience team if you have any questions regarding your return or repackaging concerns.

Onward Questions? 

Check out our Help Articles below on Onward Protection details.