Store Terms & Conditions

For built-to-order grinders, a lead time is typically required (as pre-orders), and the dispatch/shipping date will be clearly indicated on the product store page as well as on your order receipt email.

Our goal is to get your items to you as quickly as possible. Due to the nature of pre-orders, delays may be possible, but we strive to keep you in the loop if we anticipate a production/shipment delay. If production and assembly are completed sooner, your order will be dispatched as soon as it is ready.

If you have a specific timeline for when the grinder should arrive or any delivery requirements (e.g., going on holiday or moving to a new address), please contact our team with your order number.

For all international orders, we will ship your grinder through our appointed logistics companies in Shenzhen and HK, specializing in international exports, which enables us to offer a better rate and support on export/import logistics. Each grinder will be tested in accordance with our QC standards before being dispatched from our workshop.

For Australian orders where ready stock is available, the item will be dispatched from our Melbourne location. All built-to-order grinders will be shipped directly from SZ via air freight (delivered to the door) to minimize unnecessary transit time. A subsidized shipping rate is automatically included for all Australian orders.

As we are using a forwarding service for all shipments, there is normally a short delay before we can provide a tracking number after dispatching your grinder. However, our promise and guarantee are that you will receive the grinder as soon as feasibly possible, and we will keep you informed of the process.

Note that the last mile tracking number may not reflect the most current updates until the parcel is transferred to the local shipping carrier in your country. If in doubts, feel free to contact our team for more information.

• Economy Air: Delivery in 7-20 working days.

• Express: Delivery in 4-7 working days.

Please note that delivery times are approximate, and delays may occur due to factors such as courier issues and local customs.

As import rules and regulations vary across countries, please be advised that any additional taxes or duties, if applicable, are not included in the shipping fee and are the sole responsibility of the buyer.

For deliveries to some countries, we may be able prepay the import taxes and duties that may incur (surcharge applies and to be confirmed prior to purchase). Currently, this is only available for LAGOM P64 shipped to EU countries (available upon check out).

We recognize that there may be occasions when you need to modify your order (such as changing the grinder configurations or updating the delivery address). Please don't hesitate to reach out to our team for assistance. When contacting us, kindly use the original email address used to place the order for security reasons. Otherwise we may need to perform an identity check prior to proceeding with any order change request.

To minimize the possibility of errors, we kindly request that changes be communicated in advance. This allows our team to effectively process and follow through with the requested modifications.

While our payment processor imposes a standard 3% processing fee for all transactions, including immediate cancellations, we aim to enhance your purchase experience by absorbing this cost for orders cancelled up to 2 weeks before dispatch.

Thus, any order cancelled up to 2 weeks prior to dispatch will not incur any cancellation fee. Beyond this period, a 3% fee will apply to cover non-refundable charges imposed by our payment processor.

If you wish to modify your order, we recommend reaching out to us first rather than canceling and placing a new order.

Once an order has been shipped, cancellation is not possible. Instead, the order can be refunded following the guidelines outlined in our Return Policy (see next section).

If you discover that your purchased item(s) is faulty or damaged upon arrival, we are happy to offer a return and exchange option or any other more efficient arrangement that suits your situation.

In the unlikely event that such a circumstance occurs, we kindly request you to contact us as soon as possible, ideally within 5 days of receipt.

To expedite the processing of your request, please provide your order number, a detailed description of the damage, and, if possible, attach clear photographs or videos capturing both the damaged item and its packaging.

We understand that circumstances can change, leading to the need for a return, refund, or exchange due to reasons like a change of mind or change of personal situation. We are committed to assisting you in the spirit of fairness and reasonability. If your coffee grinder purchase doesn't meet your expectations or if your circumstances have changed, we are here to help.

To be eligible for a return or exchange, please initiate the process within 30 days from the date of receipt. Ensure that your coffee grinder is minimally-used, in like-new condition as received, and in its original packaging. Note that heavily-used or user-damaged grinders does not qualify for return, and/or a pro-rata deduction based on condition may apply on a case-by-case basis. Refunds for scenarios outside of these stated conditions are at the discretion of OPTION-O and are determined in accordance with the spirit of fairness.

To initiate a return, contact our customer service team through a ticket submission. Include your order number and reason for return, and our team will provide you with instructions on the next steps.

Please be aware that customers are responsible for the cost of return shipping. However, we're pleased to cover the original one-way shipping cost to you, and this will be included in your final refund (what we referred to as full refund). We recommend using a trackable shipping service to ensure the safe return of your item.

Upon receiving and inspecting your returned grinder, we'll promptly send you an email confirming receipt and initiate the refund process.

If, for any reason, your grinder is not performing up to the expected standard, contact our customer service team immediately. We'll guide you through the process, offering either an exchange, repair or a refund based on the specific circumstances.

Shall you encounter any difficulties or challenges in using your grinder, please contact us via the contact page (by submitting a ticket) and our team is dedicated to assist you in getting the most out of your grinder.

We take your user experience very seriously and as fellow coffee enthusiasts, we wish to deliver a seamless and pleasant experience to you too when using our grinders.

For more information, please also review our warranty and support page.

All our grinders are backed by a minimum one-year standard warranty, effective from the date of receipt, or 30 days from the shipping notification, whichever occurs later. This warranty covers manufacturing defects; however, it does not extend to consumable parts (if applicable), user-caused errors, faults resulting from failure to follow instructions, or normal wear and tear due to usage.

We stand behind our products and aim to provide supports to keep your grinder working for as long as possible. Our grinders have also been designed to be easily repairable. In the unlikely event that things need to be repaired, most repairs (e.g. part swaps) will be fairly straight forward and can be provided with instructions. Repair fees (if any) and parts during this period will be free-of-charge. For more complex repair, we will work with you directly based on the scenario and we aim to provide a satisfactory outcome.

Post-warranty, we will still aim to provide support to get your grinder running - as we would hate to see our grinders go to landfill. We may provide parts at a heavily subsidized cost, depending on the nature of the issue and will also work with you on a case by case basis.

Regardless of the warranty status, we aim to provide a satisfactory resolution that allows your grinder to continue serving you and making delicious coffee for a long time.

Please be advised that if you have purchased grinders through our authorized distributors, we highly recommend reaching out to them first for warranty assistance, as the warranty is provided by your seller. In most cases, we will work closely with our distributors to address any concerns and issues you may have for your grinder.

If you opt to contact us directly, we kindly request that you provide a copy of the purchase receipt or invoice. This information will assist us in helping you more efficiently.