Refund policy

Purchase Agreement and Terms of Service:

By purchasing this roaster, I certify that:

  1. I understand that I must read the online user manual HERE and the quick guide before operating the Bullet R1/R2/R2 Pro, and that proper operation requires strictly following the user manual.

  2. I understand that the Bullet R1/R2/R2 Pro requires routine cleaning and maintenance for safe operation.

  3. I understand that any damage caused by negligence, lack of routine maintenance, or improper use of the Bullet R1/R2/R2 Pro is not covered under the 2-year warranty.

  4. I understand that the Bullet R1/R2/R2 Pro, like any other roaster, may break and require time to fix, and that Aillio will not be held responsible for any financial losses or consequential damages incurred during this downtime.

  5. I understand that if the roaster malfunctions, troubleshooting the Bullet R1/R2/R2 Pro requires a desktop/laptop computer connected to the internet and running the latest version of the RoasTime software.

  6. I understand that the Bullet R1/R2/R2 Pro, when used improperly, can start a fire.

  7. I understand that performing routine cleaning/maintenance of the Bullet R1/R2/R2 Pro, as well as applying required firmware updates via RoasTime software, is needed for online support.

  8. I agree to the Warranty Terms listed.

  9. I agree to the Return and Refund Policy listed.


Warranty Terms (Non-Transferable):

Aillio warrants the Bullet R1/R2/R2 Pro to be free from defects in material and workmanship for a Standard 2 Year Warranty Service from the date of delivery to the original purchaser.


What the Standard 2 Year Warranty Service includes:

If the product fails within the Standard 2 Year Warranty period under normal usage, Aillio will, at our sole discretion, repair or replace the unit.

  • Online Diagnosis and Authorized Self-Repair: Aillio will provide support through video calls or email if a support ticket is submitted to support@aillio.com and will offer to send spare parts for self-replacement free of charge within the US under the standard 2 year warranty period.

  • Service Center Repairs: If the unit is deemed significantly damaged or cannot be authorized for self-repair by support@aillio.com, it will require repair by an authorized Aillio service center. Aillio will provide a prepaid shipping label to cover the inbound shipping costs. Aillio will then retrieve, repair (or replace, at Aillio's discretion), and ship the unit back to the customer.

Standard 2 Year Warranty Exclusion List:

The Standard 2 Year Warranty Terms strictly covers the roaster’s manufacturing defects under normal operating conditions. 

It does not cover:

  • Loss or theft.

  • Commercial downtime or lost profits.

  • Damage caused by misuse, abuse, negligence, or unauthorized modifications.

  • Damage caused by environmental factors, fire, lightning, or natural disasters.

Out-of-Warranty Repairs:

If the Standard 2 Year Warranty has expired, or the damage of the roaster is listed within the Standard 2 Year Warranty Exclusions List, Aillio can repair units for a reasonable fee based on required labor, parts, and shipping costs.

To submit a support ticket to understand more, contact us at support@aillio.com 


Refund & Return Policy:

Refund Policy:

Before Shipment: 

Orders canceled before they have been processed and dispatched from our warehouse will be canceled completely free of charge. No payment processing fees will be deducted. To cancel an unfulfilled order, immediately email cancelmyorder@aillio.com or support@aillio.com. The refund will be processed to your original payment method.

After Shipment (In Transit & Delivered):

Once an order has left our facility, it is considered fulfilled. Once an order is signed for and delivered, it must be handled through our standard Return Policy. While Aillio may be able to intercept and reroute a package back to our warehouse upon request while it is still in transit, any shipped order that is canceled in transit, rerouted, or refused at delivery will be subject to deductions from the final refund. Please note that our free shipping policy applies only to completed purchases. In the case of an intercepted, rerouted, or refused package, the customer will be responsible for the actual outbound shipping costs incurred by Aillio, any applicable carrier intercept fees, and all return shipping costs. These exact carrier costs will be deducted from the final refund. However, the standard 10% Restocking & Processing fee will be waived provided the package remains unopened and factory-sealed.


Return Policy:

30-Day Return Policy

You must initiate a return request within 30 days of delivery, provided the purchased item meets Aillio's Return Eligibility & Conditions.  

Return Eligibility & Terms List:

  • To be eligible for a return, the main equipment (the Bullet R1/R2/R2 Pro) must be in new or like-new condition, clean and fully repacked in the original factory packaging with all included accessories. 

  • To be eligible for a return, proof of purchase is required.

  • Accessories, custom items, and gift cards are final sale and are not eligible for a return.

  • Returns are subject to a Standard Restocking & Processing Fee (10%). The fee will be deducted from the purchase price of the item. This covers open-box inspection, testing, and repackaging.

Return Terms & Process:

  • The purchaser must contact support@aillio.com to request for a return, providing necessary documents to initiate the return process. Returns are subject to inspection by Aillio. Aillio reserves the right to reject a return or deduct additional fees if the item shows heavy use, physical damage, neglect, or is missing original components. Rejected returns will not be refunded and can be shipped back to you at your expense.

  • A Return Merchandise Authorization (RMA) number will be provided once Aillio confirms that the request meets the Return Eligibility & Terms.

  • A return label will be provided to the purchaser. Once the returned merchandise is received, inspected, and approved by Aillio, we will notify you via email of your refund status. If approved, your refund will be processed to your original payment method, minus the standard 10% Restocking & Processing Fee and the exact cost of the return shipping label. 


Unsolicited Returns: 

  • Items sent back without an approved RMA number clearly written on the outside of the shipping box may be refused at delivery and returned to the sender. 

  • If an unauthorized return is accepted by our facility, it will be processed under our standard Return Policy and subject to the standard 10% Restocking & Processing Fee, plus all return and outbound shipping costs deducted from the final refund.