Refund policy

This policy applies to eligible products purchased directly from the MAGO MAGA official website at www.magomaga.com.

Orders placed through Amazon, Kickstarter, Indiegogo, or another third-party platform are subject first to the return, refund, fulfillment, and service policies of the applicable platform.

1. 30-Day Return Policy

1.1 Return Window

Customers may request an eligible return within 30 days from the delivery date shown by the carrier’s tracking information.

Return requests submitted more than 30 days after delivery may not be accepted unless required by applicable law or covered by the MAGO MAGA Warranty Policy.

1.2 Return Eligibility

To be eligible for a return:

  • The product, accessories, user manual, and original packaging should be reasonably complete.
  • The product must not show serious damage, abnormal wear, or damage caused by misuse.
  • The product should remain reasonably clean and complete after light home testing.
  • The customer must contact support@magomaga.net and receive return authorization before sending the product back.
  • The customer must provide the order number or other valid proof of purchase.

We understand that a coffee roaster is an experience-based product. Reasonable light home testing, including a small number of test roasts, will not automatically disqualify the product from return.

If the returned product shows heavy use, excessive coffee-oil residue, significant chaff residue, missing accessories, missing packaging, user-caused damage, unauthorized modification, or another condition that reduces its value, we may discuss a reasonable deduction for cleaning, repair, missing components, or loss of value before processing the refund.

Products returned without prior authorization may be delayed, sent to an incorrect service location, or may not be accepted.

1.3 Return Shipping Costs

Product Defect, Shipping Damage, Incorrect Item, or Seller Error

If the return is caused by a confirmed manufacturing defect, shipping damage, an incorrect item, or another error attributable to MAGO MAGA, MAGO MAGA will cover 100% of the approved return shipping cost.

Depending on the customer’s location and the available return method, we may provide a prepaid return label or reimburse reasonable, approved return shipping expenses after verification.

Personal Reasons or Change of Mind

For an eligible return requested for personal reasons, including a change of mind, no longer needing the product, or deciding that the product is not suitable, the approved return shipping cost will be shared equally between the customer and MAGO MAGA.

The customer will be responsible for 50% of the approved return shipping cost, and MAGO MAGA will be responsible for the remaining 50%.

Before shipping the product, the customer must contact support@magomaga.net to confirm:

  • The authorized return address
  • The approved shipping method
  • The estimated or maximum approved shipping cost
  • The reimbursement procedure

MAGO MAGA will reimburse its 50% share after receiving valid shipping documentation, such as a carrier receipt and tracking number.

Shipping costs incurred without prior approval, expedited shipping fees, additional insurance, unauthorized courier services, or shipments sent to an incorrect address may not be eligible for reimbursement.

1.4 Return Address

The authorized return address depends on the customer’s country or region, the product condition, the reason for the return, and available service locations.

  • United States & Canada: A local or regional return address may be provided, subject to availability.
  • United Kingdom & Europe: A local or regional return address may be provided, subject to availability.
  • Other countries and regions: The product may need to be returned to an authorized service location in Mainland China or another designated region.

Local return addresses are subject to warehouse and service-location availability and are not guaranteed for every order or return request.

Do not return a product before receiving the confirmed return address from MAGO MAGA. Products sent to an unauthorized or incorrect address may be delayed, refused, or may not be processed.

1.5 Refund Amount

For an approved return, MAGO MAGA will refund the eligible amount actually paid for the returned product.

Any previously disclosed and agreed deductions for missing accessories, missing packaging, cleaning, repair, customer-caused damage, excessive use, or loss of value may be deducted from the refund amount.

Approved reimbursement for MAGO MAGA’s 50% share of personal-reason return shipping will be handled separately or included in the final refund, depending on the agreed return procedure.

Original shipping fees, customs duties, import taxes, VAT, brokerage charges, and other government or third-party charges are generally non-refundable unless the return was caused by a confirmed product defect, shipping damage, incorrect item, seller error, or unless otherwise required by applicable law.

1.6 Refund Processing Time

After the returned product has been received and inspected, we will notify the customer whether the refund has been approved and whether any reasonable deductions apply.

Approved refunds will normally be issued to the original payment method within 3 business days after inspection.

The customer’s bank, card issuer, PayPal, Shopify-supported payment provider, or other financial institution may require additional time to post the refund. This additional processing time is outside MAGO MAGA’s control.

If more than 10 business days have passed since MAGO MAGA confirmed that the refund was issued, please contact support@magomaga.net.

2. 30-Day Exchange Policy

2.1 Exchange Window

If a product develops a functional issue or confirmed manufacturing defect, the customer may request exchange support within 30 days from the delivery date shown by the carrier’s tracking information.

2.2 Information Required

To request exchange support, please contact support@magomaga.net and provide, where reasonably possible:

  • The order number or proof of purchase
  • The customer’s country or region
  • The product model and voltage version
  • A clear description of the issue
  • Photos of the product
  • A short video showing the issue
  • Photos of the shipping carton and packaging if shipping damage is involved

We may first provide remote troubleshooting to identify the cause of the issue and determine the fastest and most appropriate solution.

Remote troubleshooting does not reduce or cancel the customer’s eligible return, exchange, or warranty rights.

2.3 Exchange Solutions

If a product quality issue or manufacturing defect is confirmed, MAGO MAGA will cover the approved service and shipping costs associated with the selected solution.

Depending on the circumstances, MAGO MAGA may:

  • Send replacement parts
  • Send a replacement glass component
  • Send a replacement main unit or key component
  • Replace the complete product
  • Arrange an exchange through an available regional service location
  • Provide a repair solution
  • Offer another fair and reasonable solution

For an issue that can be resolved safely and efficiently with a replacement part, MAGO MAGA may send the required part with video or written installation guidance.

The selected solution will depend on the nature of the issue, customer location, product condition, safety considerations, parts availability, and regional inventory.

2.4 Exchanges for Personal Reasons or Incorrect Voltage Selection

If a customer requests an exchange for personal reasons or because the wrong voltage version was selected, the customer must contact MAGO MAGA as soon as possible.

If the order has not yet been shipped, we will make reasonable efforts to update the voltage version or order details.

If the order has already been shipped or delivered, the approved exchange shipping cost will be shared equally between the customer and MAGO MAGA. The customer will be responsible for 50% of the approved shipping cost, and MAGO MAGA will be responsible for the remaining 50%.

Any price difference between the original and replacement product must be paid by the customer or refunded by MAGO MAGA, as applicable.

Exchanges involving an incorrect voltage version are subject to product condition, inventory availability, and prior authorization.

3. Shipping Damage

3.1 Reporting Shipping Damage

Please inspect the package and product promptly after delivery.

If the package or product appears damaged, contact support@magomaga.net within 7 days from the delivery date whenever reasonably possible.

Please provide:

  • The order number
  • Photos of the shipping label
  • Photos of the outer carton
  • Photos of the internal packaging
  • Photos of the damaged product or component
  • A short video showing the damage where reasonably possible

We recommend keeping the outer carton and all packaging materials for at least 7 days after delivery in case they are needed for damage evaluation or a carrier claim.

Discarding the packaging will not automatically disqualify the customer from receiving support, but retaining it may help us investigate and resolve the issue more quickly.

3.2 Shipping Damage Solutions

If shipping damage is confirmed, MAGO MAGA will provide an appropriate solution at no additional service cost to the customer.

Depending on the circumstances, the solution may include:

  • Replacement of a damaged glass component
  • Replacement parts
  • Replacement of the main unit
  • Replacement of the complete product
  • Another appropriate solution agreed with the customer

If only a glass component or another replaceable part is damaged, MAGO MAGA may prioritize sending the replacement component instead of replacing the complete product.

4. Incorrect or Missing Items

If the customer receives an incorrect product, incorrect voltage version, or an order with missing items due to an error by MAGO MAGA, please contact support@magomaga.net promptly.

After verification, MAGO MAGA will provide the appropriate missing item, replacement, exchange, return, or refund solution at no additional service or approved shipping cost to the customer.

5. Order Cancellation and Address Changes

If an order has not yet been processed or shipped, the customer may contact support@magomaga.net to request an order cancellation, voltage change, or shipping-address correction.

We will make reasonable efforts to accommodate the request, but changes cannot be guaranteed once fulfillment has begun.

If an order has already been shipped, it may no longer be possible to cancel the shipment or change the delivery address. The order may need to be handled under the applicable return or exchange provisions of this policy.

6. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

  • Opened or used green coffee beans
  • Other opened or used food products
  • Gift cards
  • Downloadable or digital products
  • Personalized or custom-order products
  • Products damaged by misuse, incorrect voltage, unauthorized modification, improper cleaning, or operation contrary to the user manual
  • Products returned without the main unit or essential components
  • Items expressly marked as final sale before purchase, where permitted by applicable law

This exclusion does not apply when an item is defective, damaged during shipping, incorrect, or where return rights are required by applicable law.

7. Product Condition and Testing

Roma Pro is designed for roasting green coffee beans.

Reasonable light home testing may include a small number of test roasts performed according to the user manual.

The following may be considered excessive use or misuse:

  • Frequent or prolonged use beyond reasonable product evaluation
  • Heavy coffee-oil or chaff accumulation
  • Failure to clean the product after testing
  • Roasting materials other than green coffee beans
  • Adding water to the machine
  • Using the incorrect voltage
  • Operating the product in an unsafe environment
  • Unauthorized disassembly, modification, or third-party repair
  • Commercial or high-frequency production use inconsistent with normal household operation

If product condition affects inspection, safety, repairability, or resale value, MAGO MAGA may discuss an appropriate deduction or alternative resolution with the customer.

8. Repair and Spare Parts Service

Some spare parts may be shipped directly from our factory or service partners in China.

For full-unit or main-unit replacement, regional inventory may be available in markets including the United States, Canada, the United Kingdom, and Europe. Regional inventory and local return addresses are not guaranteed and remain subject to availability.

The final service solution will depend on:

  • The customer’s location
  • The nature of the issue
  • The product condition
  • Parts availability
  • Regional inventory
  • Safety considerations
  • Warranty status

Warranty claims submitted after the initial 30-day return or exchange period will be handled under the MAGO MAGA Warranty Policy.

9. Legal Rights

This policy does not limit any mandatory consumer rights that apply under the laws of the customer’s country or region.

Where applicable law provides the customer with additional or more favorable rights, those mandatory rights will apply.

10. Contact Information

Before returning or exchanging any product, contact:

MAGO MAGA Customer Support
Email: support@magomaga.net
Official Website: www.magomaga.com

Please include the order number, customer country or region, product model, voltage version, and a clear description of the request.

Do not ship a product until MAGO MAGA has provided return authorization and confirmed the correct return address.