A valid proof of purchase must be provided prior to any warranty service being rendered. A valid proof of purchase is a retailer receipt specifying item, date purchased and cost of item.
The one year warranty covers replacement parts and labor costs for repair to correct defects in materials and workmanship for a period of one year from the date of purchase. The warranty does not cover general "wear and tear" on parts that are subject to deterioration due to normal use. Such parts include: gaskets, filters, grinder burrs, etc.
For the first 30 days of valid warranty service, the warrantor will pay for UPS ground shipping in both directions. If after inspection of the machine, they find that the machine is in proper working order ("operator error"), they will not reimburse shipping costs and the customer must pay for return shipping. After 30 days from the date of purchase, the customer must pay shipping costs. The following actions will void your warranty:
1) Damage caused by mineral build up (scale). This is a common service issue for espresso machines. It is important to avoid using hard water.
2) Damage resulting from accident, alteration, misuse or abuse.
3) Damage as a result of service performed elsewhere.
4) Damage resulting from not properly maintaining your machine as prescribed by the manufacturer.
5) Damage resulting from placing a home machine in a commercial use capacity. ie cafe, office, food service establishment
How to obtain a Return Authorization
Before returning an espresso machine or grinder for warranty service, you must call or email Chris Coffee Service to obtain a Return Authorization Agreement (RAA) from their service department.
Once they have received your request, they will send you additional details regarding their return procedure, such as how to prepare the machine for shipping and packaging instructions. You should return the RAA to them if you understand and agree to the terms and conditions of the statement; they will then issue a Return Authorization (RA) number, which must appear on the outside of the box.
Please note: They will not except returns without an RA number.
Below are some important points to remember when preparing a return.
- To protect your right to file a damage claim, you are responsible for shipping merchandise back to Chris Coffee Service. They do not issue call tags since that would make them the responsible shipper.
- You must properly drain the water from the machine before packing. They will include instructions along with your Return Authorization number. If you have questions, please call their service department for assistance.
- You pay the cost of shipping it back to them. They will reimburse this cost for warranty repairs in the first 30 days from the date of receipt. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed.
- Save the packing material and its original carton(s)! They take great care to package your purchase properly, please reuse them in the event it is necessary to ship your machine back to them.
Merchandise is inspected when it is received to verify:
- All original items are included (manuals, packing material, accessories, etc.).
- The equipment is clean and still in "like new” condition with no sign of abuse, misuse, missing parts, or missing manuals, etc.
They reserve the right to charge a 20% restocking fee if the above conditions are not met. The cost of any promotional and/or included products (such as coffee, for example) will also be deducted from your original purchase price.
Chris Coffee Service provides warranty service for our Quick Mill, MACAP and Mazzer machines. Their toll free number is (800) 724-3459. Http://www.chriscoffee.com.
