Commercial Warranty & Claims Policy

Last Updated: 2026/11/05

This Commercial Warranty and Claims Policy outlines the warranty protection terms, defect reporting windows, component replacement processes, and Return Merchandise Authorization (RMA) procedures applicable to all commercial hardware and equipment purchased through our wholesale channel.

Professional Commercial Use Standard

Our commercial hardware is engineered for demanding operational environments. Consumer satisfaction guarantees and statutory consumer withdrawal rights do not apply to wholesale or commercial transactions. All claims are administered strictly under this commercial policy.

1. Commercial Limited Warranty Coverage

All brand-new commercial machines and hardware units are warranted to be free from defects in material and craftsmanship under professional use:

  • · 12-Month Coverage: Core functional components (including internal pumps, motors, electronic control boards, heating elements, and sensors) are covered for twelve (12) months beginning on the date of documented delivery.
  • · Remedy Scope: At our discretion, warranty remedies are satisfied through providing genuine replacement parts, authorized technical bench repair, or complete machine replacement for irremediable manufacturing defects.
  • · Replacement Parts Warranty: Individual replacement parts supplied under warranty inherit the remainder of the machine’s original warranty term, or a separate period of ninety (90) days from installation, whichever is longer.

2. Exclusions & Maintenance Obligations

The limited commercial warranty does not extend to normal wear items or issues arising from operational neglect:

  • · Wear-and-Tear Consumables: Routine maintenance parts subjected to continuous mechanical contact, heat, or water pressure—such as silicone group head gaskets, O-rings, shower screens, bean hopper lids, and water tank seals—are excluded from full warranty coverage once put into operation.
  • · Scale Build-Up & Water Quality: Failures resulting from calcium, mineral deposit accumulation, limescale, or operation with non-potable or improper filtration water will void warranty coverage on fluid path components.
  • · Unauthorized Modifications & Electrical Spikes: Damage resulting from unapproved third-party modifications, unauthorized field servicing, improper operating voltage, power surges, or dropped objects is explicitly excluded.
  • · Minor Cosmetic Imperfections: Minor surface variances, brushed finish characteristics, or slight tooling markings that do not affect structural integrity or technical performance do not constitute defects.

3. Transport Claims & Dead-On-Arrival (DOA)

Strict Receiving Claim Deadlines

Failure to record transit damage upon delivery receipt, or failure to file reports within the designated timeframes below, legally precludes our ability to claim freight insurance and will result in the denial of freight-related claims.

  • · Visible Outer Freight Damage: Crushed outer boxes, broken pallet seals, or visible impact marks must be noted directly on the carrier manifest / electronic POD. Formal notification must reach our support team within forty-eight (48) hours of delivery.
  • · Dead-On-Arrival (DOA): If a machine is non-operational immediately upon unboxing, customer must report the condition within seven (7) business days of delivery. Confirmed DOA machines qualify for expedited unit replacement.
  • · Required Claim Documentation: All claims must include clear digital photographs or video showing: (1) exterior shipping label showing tracking code, (2) machine serial plate, (3) outer carton / pallet state, and (4) the specific component issue.

4. Return Merchandise Authorization (RMA) Workflow

Under no circumstances will physical returns be accepted at our distribution centers without prior written authorization:

  • · Step 1: Initiation: Submit a support request to your account manager or our enterprise support team detailing invoice number, unit serial number, and failure diagnostic symptoms.
  • · Step 2: Technical Review: Our engineering team will assess telemetry logs or media files to determine if modular part dispatch resolves the failure or if hardware depot return is required.
  • · Step 3: RMA Issuance: Once approved, an official RMA documentation sheet containing a unique RMA number and specific return facility instructions will be provided.
  • · Step 4: Secure Packaging & Handover: Products returning for depot inspection must be cleaned, drained of residual liquids, and packaged inside original internal foam packaging and outer cartons. The RMA number must be displayed prominently on the outer carton label.

5. Logistics Expenses & Liability Limitation

  • · RMA Freight Allocation: For verified warranty failures within the first ninety (90) days of operation, we cover standard ground freight both ways. For claims occurring past ninety days within the remainder of the warranty, customer handles inbound transport, and we provide outbound return freight for repaired units.
  • · Non-Defect Inspection Fee: Units returned and tested with no verified fault found, or failures traced to scale accumulation or customer misuse, will incur a standard diagnostic bench fee ($120 / €120) and return shipping costs.
  • · No Consequential Damages: In no event shall we be liable for commercial business downtime, lost coffee beverage revenue, customer labor charges, or third-party contract penalties arising from equipment servicing or transit periods.