Warranty + Returns & Refunds

Our warranty covers manufacturing defects and workmanship issues during normal use within the stated warranty period. Full details of coverage, exclusions, and claim procedures are outlined below.

Order Commitment

All purchases are considered a commitment to buy after reviewing product specifications, technical requirements, and shipping conditions. Customers are encouraged to ensure compatibility and suitability before placing an order, particularly for international equipment purchases.

Due to the nature of high-value electrical equipment and international logistics, returns involve significant handling, inspection, and shipping costs.

Warranty Coverage

Thank you for choosing the Kaleido Roaster! We stand behind the quality of our roasters and are pleased to offer a 1-year limited warranty on all new purchases from www.kaleidoroasters.ca

(Note: Roasters from Amazon and other resellers are not covered by us, please contact who you purchased from).

This warranty covers any defects in materials or workmanship that occur during normal use of the roaster.

Please note that the warranty does not cover wear and tear items such as heating elements, as these are expected to naturally wear out over time. Additionally, the warranty does not cover any damages resulting from improper use, abuse, or neglect of the roaster.

Some roasters may come with a spare heating element in the case that one becomes damaged during shipping. If one becomes damaged during shipping, we will not replace the spare under warranty, as that spare element is to ensure you can begin roasting as soon as you receive.

In the unlikely event that your roaster requires repairs covered under the warranty, please contact us at sales@kaleidoroasters.ca to initiate a warranty claim. Please include your order number, as we will need this to process the claim. You will be responsible for shipping the roaster back to our repair shop for service.

The roaster must be returned in the original packaging, and secured appropriately. (No exceptions, must be all original crate, foam, and supports).

In the case the repair is minor, we will send the appropriate replacement part.

We will repair or replace any defective parts covered under the warranty free of charge. If we determine that the roaster is not repairable or cannot be restored to its original condition, we may choose to replace it with a new roaster of equal or greater value. (defective roaster to be returned)

Troubleshooting & Support Requirements

To ensure an efficient and accurate resolution of any technical concern, Kaleido Roasters Canada requires sufficient information to properly evaluate the issue before determining the appropriate support solution.

When requesting technical support or warranty assistance, customers must provide the following information to info@kaleidoroasters.ca

Detailed Description

A clear written explanation of the issue, including any error messages, operating conditions, and steps taken prior to the issue occurring.

Visual Documentation

Clear photos showing the machine setup, affected components, connections, and any visible damage or concerns.

Video Documentation

A short video demonstrating the issue in real time, including any relevant sounds, movement, operation, or mechanical behavior.

Providing complete documentation allows our technical team to properly assess the situation, identify the cause, and determine the appropriate resolution, which may include troubleshooting guidance, replacement components, or other warranty support.

Kaleido Roasters Canada may require additional information or testing before approving warranty-related resolutions.

Shipping Damage & Replacement Components

During transportation, certain components may be subject to impact or handling-related damage. Heating elements and other replaceable components are sensitive parts that may occasionally require replacement following shipment.

Kaleido Roasters Canada provides support for verified shipping-related damage and may provide replacement components where applicable. For certain models, additional replacement components may be included to assist with service and maintenance.

Customers must inspect shipments upon delivery and report any visible damage or component issues within a reasonable timeframe, including supporting photos or videos when requested.

Replacement of components due to verified shipping damage does not constitute a product return or refund eligibility.

Kaleido Roasters Canada reserves the right to determine the appropriate resolution, which may include replacement parts, troubleshooting support, or other corrective action.

Damage caused by improper installation, misuse, unauthorized modification, electrical issues, or operation outside recommended requirements is not covered under warranty.

Returns & Refunds

Returns are accepted within 14 days of delivery only.

A 15% restocking fee will apply to all approved returns. This fee covers processing, inspection, handling, and preparation costs associated with returned equipment.

To qualify for a return, the following requirements must be met:

The item must be unopened

The item must be unused

The item must remain in its original packaging and original condition

Proof of purchase is required

No exceptions. Opened, used, installed, tested, operated, or altered equipment is not eligible for return or refund.

All return requests must receive prior written approval from Kaleido Roasters Canada before any item is shipped back. Unauthorized returns may be refused and returned at the customer’s expense.

Return shipping costs are the sole responsibility of the customer unless the product is confirmed to have a manufacturing defect covered under the warranty policy.

Refunds will only be processed after the returned item has been received and inspected by Kaleido Roasters Canada.

Refunds apply only to the eligible product purchase price. Any external costs incurred by the customer are not refundable, including but not limited to shipping charges, installation costs, inspection fees, certification fees, field evaluation fees, regulatory approval costs, or other third-party expenses.

The following items are non-returnable and final sale:

Parts and replacement components

Custom-configured equipment

Clearance or discounted items

Any item specifically identified as final sale

Pre-Order Cancellation Policy

Pre-order items are products that are not currently in stock and are awaiting production, freight delivery, or inventory arrival.

If you choose to cancel a pre-order before delivery, or if a return is mutually agreed upon by Kaleido Roasters Canada, a non-refundable processing fee of up to 5% may be deducted from the refund amount to cover payment processing, administration, and order handling costs.

Once a pre-order item has shipped, the customer is responsible for all return shipping costs. Kaleido Roasters Canada does not cover return shipping fees for items that have already been dispatched.

Pre-order cancellation and return requests remain subject to the applicable Returns & Refunds policy.

Import, Compliance & Regulatory Requirements

Customers are responsible for ensuring that equipment meets all applicable local electrical, safety, and regulatory requirements prior to installation or operation.

Any required inspection, certification, field evaluation, approval, or compliance process required by local authorities or third-party agencies is the responsibility of the customer unless explicitly agreed in writing at the time of purchase.