Shipping & Return Policy
Free Shipping
We provide free shipping and installation for all new drink machines sold with a delivery address in the Dallas/Fort Worth metroplex and 250 miles beyond the zip code of 75010. The maximum distance for free shipping is to the following cities, for example; Austin, Shreveport, Oklahoma City, and Colorado City.
Installation Terms: Installation is possible as long as the location is within the service area of a third-party technician who can be hired for the installation, training, and after-sales service calls. Technicians do not always cover plumbing needs. Any installation requiring additional visits due to a site not being ready or that requires travel in excess of one hour would incur additional costs relative to the certified technician in your area. Installation by an unqualified technician can void your warranty. Please call One-Touch Drinks to place your order and start the process.
Return Policy For Drink Machines
Our policy allows returns for One-Touch Drinks machines within 30 days unless otherwise noted. If 30 days have passed after receiving your purchase, unfortunately, we can not offer you a refund or exchange. For returns within 30 days of receiving your purchase, a restocking fee will apply (see below). You will be responsible for the shipping fee of the item(s) back to the One-Touch Drinks office unless otherwise noted. The return shipping will be arranged by a One-Touch Drinks representative at the time of need by an approved freight forwarding company.
To be eligible for a return, your item must be in new condition and must contain all original accessories, manuals, etc. it came with.
Restocking Fees
Restocking fees are charged as a necessity to cover the machine’s shipping costs, installation, and market a used machine. The following details are instructions and conditions that apply for the return of item(s) back to us.
15% Restocking Fee
- Always include all original accessories that came with your purchase(s) when returning items to One-Touch Drinks.
- To protect our machines during transit, we use custom boxes and packaging. The cost of these items is significant, so please consider that before you discard them.
- Ship machines back using the original box and crate. Use packing materials similar to the original for the protection of the machine.
- Re-pack your item(s) CAREFULLY to ensure maximum protection. If your machine arrives back damaged due to negligence, you will be charged a higher restocking fee depending on the level of damage. Machines that are damaged beyond repair will not be refunded.
20% Restocking Fee
Used machines returned within the 30-day return window will be examined and subject to a 20% restocking fee for any damage or missing parts and accessories. If you have any questions, please ask us before shipping your item(s) back. We’re here to help prevent problems in any way we can.
Free Gifts or Promotional Items
When returning a machine that has included free promotional products you must return the free item(s) with your order in the original packaging unopened. If not included with the return, your refund may be deducted by the value of the missing items.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and of the approval or rejection of your refund. Rejection may occur in the case of a severely damaged, unusable, or unsellable drink machine(s).
If you are approved, then your refund will be processed and a credit will be applied to your credit card or original method of payment within five business days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Contact your credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of the above and you still have not received your refund, please contact us at [email protected].
Sale Items
Only regularly priced items may be refunded, and sale items cannot be refunded. If you believe your machine is defective, please contact us to start a service ticket. A technician will troubleshoot and repair the machine at no cost within 30 days. After 30 days, a fee may be applied for any repairs. The 1-year warranty does not apply to sale items.
Defective Machines
Defective machines may be returned after a service technician is dispatched for diagnosis first. Once diagnosed, the defective merchandise will be repaired as quickly as possible or replaced. Please contact us if you believe your machine is defective.
Exchanges
Items are exchangeable when received as defective, damaged or when the machine is not what was anticipated. Please contact us within 30 days of delivery to discuss exchanging your machine. Should you receive your machine and decide it’s not what you want, we are able to offer an exchange or upgrade. Return shipping is the buyer’s responsibility, and depending on the condition of the machine, restocking fees may be applied. To exchange your machine, please send us an email at [email protected].
Shipping Arrangements
To return your product, first contact us. Do NOT send any products to an address found online. Our office may not be the same address. We will create a call tag because we do not use express shipping carriers for the machines. Instead, we will have a freight carrier pick up and transport the machine(s) back to us. We will inform you of further instructions at the time of your return.
Handling Fees
Each return shipment is based on the actual carrier cost and where you are located. The restocking fee for returns covers initial transportation to you and installation of a machine (if it is commercial) ONLY. If your machine is within the D/FW, Texas area, we may be able to pick up the machine with no need for a third-party carrier.
If you are not in the D/FW Metroplex, the machine’s shipping return label will be a fee in addition to the restocking fee. Because each case varies, we have separated the shipping fee from the restocking fee.
Return Policy for Consumable Products
If you have purchased consumable products, we do not take returns unless the product is defective.
Please contact OTD first to discuss the problem. When shipping consumables back, the Buyer is advised to use a tracking number with the shipping service or the purchase of shipping insurance. OTD does not guarantee receiving returned items. The item(s) and shipping fees will be refunded once the item(s) are determined to be defective. If there is damage during shipping or an error in the products shipped, OTD may, at its sole discretion, reship or refund the shipment and may require the return of the original shipment.
This return policy applies to orders purchased directly from OTD. If you purchased a OTD product at a retail store or other resale location, please contact that seller regarding your return. The customer must read and understand all product details including country of origin and ingredients before ordering.
It is our sincerest wish, and we believe that we have achieved our goal when you are totally satisfied with your products.