Store Terms & Conditions

If this is your first time purchasing a grinder (or accessories) with us, we strongly recommend reviewing the information below to ensure a clear understanding of our typical order processes, thereby preventing any potential misunderstanding or disappointment.

We believe our policies and practices are grounded in principles of fairness. We are also committed to providing you with a seamless and enjoyable experience with us. If you encounter any uncertainties or have unique circumstances not covered here, please do not hesitate to reach out.

Order & Shipping Information

  • 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 these transit times are approximate and are calculated from the date of dispatch (when the parcel is handed over to the logistics company). Delays may occur due to factors such as courier handling or local customs clearance.

  • 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). If this option is available, you can opt in by selecting a shipping option marked [Duty Prepaid] at checkout.

  • 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.

  • Due to recurring after-sales support issues associated with the use of forwarder services, we strongly advise against utilizing such services for purchases. Warranty coverage is strictly limited to the country in which the grinder is purchased. Any exceptions to this policy require prior written approval. Without such approval, the buyer assumes full responsibility for any additional costs that may arise.

Cancellation & Refund Policy

  • 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, please contact us as soon as possible, within 5 days of receipt and with photo/video evidences as you receive the parcel.

    To expedite the processing of your request, please provide your order number, a detailed description of the damage, and, ideally, 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 unused, like-new condition as received, and in its original packaging. Note that noticeably-used, user-damaged grinders, or grinders with missing components, including the original packaging, do not qualify for a return. A pro-rata deduction (e.g. lightly used) 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.

Warranty & Support

  • 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.

  • 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 repairs are needed, most repairs (part swaps) will be fairly straightforward and can be completed with provided 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.

  • Due to cross-border warranty limitations, we strongly discourage purchasing our grinders from sellers outside your country of residence. Warranty coverage is applicable only within the country to which the grinder is shipped. Any exceptions to this policy must receive prior written approval. Without such approval, the buyer accepts full responsibility for any additional costs incurred.

  • If you purchased your grinder (or its accessories) second-hand, the original buyer must contact OPTION-O to request a warranty transfer (via Contact page). Without a valid proof of purchase or an approved transfer, OPTION-O reserves the right to decline warranty coverage.

    This policy is in place to protect our customers and ensure product authenticity. In certain circumstances, grinders may be:

    • Stolen or lost, and later resold

    • Illegally obtained through fraudulent transactions

    • Purchased from unauthorized sellers who cannot provide valid proof of purchase

    For these reasons, only products with a verified purchase history are eligible for warranty support.

Last reviewed for accuracy: 12 October 2025