Warranty and Terms and Conditions

Trade Ins

We do not do trade ins of any kind. 

Warranty

IMPORTANT: All warranty/service/shipping damage inquiries must go through here.

For complete terms and conditions, please review this page. 

Commercial use of items intended for home use voids warranty with NO exceptions.

Please note: Before shipment most or all espresso machines and grinders are removed from packaging and tested. This is done to ensure that they arrived without damage from overseas shipment and to add to or modify packaging for shipment. Many machines are also bench tested. Grinders may have some residue from testing upon arrival. Signs of opened packaging or grinds does not mean the product was returned or used by another customer. 

Most Common Causes of Problems

  1. Movement During Shipping
    Even with careful packaging, products can get jostled during transit. This may cause internal components, like electrical connectors, to shift. In most cases, this is easily fixed with tech support and is not considered a defect.

  2. Incorrect Grinder Settings and Tamping Technique
    Many perceived machine defects stem from improper grind size or tamping technique. Watch this instructional video on proper tamping and grind size adjustment. Espresso making is a skill that requires practice to perfect, and learning these techniques can often resolve common issues.

  3. Use of Hard or Distilled Water
    Always use soft water with a hardness level below 50 ppm (3 grains), but not 0 ppm or 0 grains. Avoid tap water, hard water, distilled water, or ultrapure reverse osmosis water, as they can damage the machine. Any water damage due to improper water use will void the warranty, and the signs are easily detectable during maintenance.

  4. Incorrect Milk Frothing Techniques
    Problems with milk frothing are often due to incorrect technique. Watch this video to learn proper frothing methods. With practice, many issues can be resolved by improving your technique.

  5. Lack of Machine Maintenance
    Proper maintenance is crucial. Backflush the machine with water after every 10 espressos and with detergent after every 40. Failure to follow these maintenance guidelines can lead to severe damage, which will void the warranty. Adherence to maintenance instructions is essential.

  6. Incorrect Initial Setup
    Carefully follow the first-time setup instructions, especially regarding air purging and filling the machine with water. Incorrect setup can lead to issues like overheating protection mechanisms resetting the machine. This is a safety feature and not considered a defect, as it is designed to prevent damage to the product.

Note on Handcrafted Products

Our products are artisan-crafted and not mass-produced by automated machinery. As a result, slight variations in appearance or minor blemishes in the finish may occur. These variations are normal and do not qualify for warranty support, as all retailers offering similar products will have comparable variances.

Warranty Conditions

The warranty provided by Espresso Outlet LLC begins on the date of purchase for in-stock items or the date of receipt for pre-order items. This warranty applies exclusively to residential use of equipment unless otherwise specified. All warranties are void if the product is used in a commercial setting without the appropriate certifications, including UL, NSF, UTL, or ETL approvals.

Warranty Provider

Espresso Outlet LLC is the primary warranty provider for all products sold through our website, except for specific brands where direct manufacturer warranty applies. The following exceptions outline the alternative providers responsible for warranty service:

  • Lelit, Breville, and Baratza brand Machines: For the first year of ownership, Breville USA handles all warranty claims, including any issues present at the time of delivery. Customers should submit service requests directly to Breville via their service portal. After the first year, Espresso Outlet LLC will cover any remaining warranty period for multi-year warranties.
  • Other Brands: Brands like Wilbur Curtis, Nuova Simonelli, Victoria Arduino and Acaia may have their own warranty providers. Please contact sales@espressooutlet.com for further clarification on specific brands.

What Is Covered

For products covered by Espresso Outlet LLC, the following is included:

  • Parts and Labor: Espresso Outlet LLC provides parts and labor for repair or replacement parts during the warranty period.
  • Shipping Costs: Shipping costs are covered for the first 30 days after purchase. After that, the customer is responsible for all shipping fees related to warranty service.

If the customer refuses warranty service for a repairable machine or grinder and requests a replacement instead within the 30 day period, the customer will be responsible for all shipping costs for both the return of the original product and the shipment of the replacement.

What Is Not Covered

The following are not covered under Espresso Outlet LLC’s warranty:

  • Shipping Costs: After the first 30 days, shipping to and from Espresso Outlet LLC for repairs is the responsibility of the customer.
  • Scale Build-up: Service required due to scale build-up is considered misuse and is not covered.
  • Preventable Issues: Issues such as clogs in grinding mechanisms, misuse, or failure to follow manufacturer guidelines.
  • Commercial Use: Equipment intended for residential use but used commercially will void the warranty.
  • Improper Water Use: Using untreated, hard, or distilled water can damage the machine and void the warranty. A water treatment system appropriate for your local water quality must be in place.
  • Acts of God: Natural disasters or events like lightning, floods, power surges, or fires.
  • Wear and Tear: Consumable items like O-rings, gaskets, and shower screens are not covered.
  • Cosmetic Variations: Handmade products may have minor imperfections, which are not considered defects.
  • Outside Modifications: Any modifications to the machine or repairs done by anyone other than Espresso Outlet LLC will void the warranty.
  • On-Site Service: Espresso Outlet LLC does not provide on-site service. Customers are responsible for routine maintenance and any necessary repairs.
  • Replacement Machines: Warranty claims do not entitle customers to a new replacement machine. All warranty claims will be addressed through repair or part replacement.

Freeze Damage

Failure to drain water from the machine before shipping or storage can result in freeze damage. The customer is responsible for all replacement parts due to freeze damage.

Commercial Use and Certifications

If equipment is used in a commercial setting and does not carry the necessary certifications (UL, NSF, UTL, ETL), the warranty is void. It is the responsibility of the purchaser to ensure that the equipment meets all necessary certification standards for commercial use.

Please review this policy carefully and follow all manufacturer guidelines and recommendations to ensure proper maintenance and avoid voiding the warranty.

Shipping Policy

Espresso Outlet LLC is committed to providing exceptional service and works diligently to meet the shipping timelines outlined in this policy. We encourage you to carefully review the information below so you know what to expect regarding the delivery of your order.

Important Note: Due to high shipping volumes, carriers are experiencing delays in both tracking updates and final deliveries. At Espresso Outlet LLC, we process orders at our distribution centers to ensure your package gets on its way as quickly as possible. However, please keep in mind that delivery dates provided at checkout are estimates from the shipping carrier, and some orders may experience delays in transit. It may take up to 24 hours for the first tracking scan to appear online, even though your package has already left our facility. Once scanned by the carrier, the estimated delivery date will be updated on their tracking site.

Domestic Shipping Espresso Outlet LLC ships to all 50 U.S. states. We can ship select items to APO/military addresses, though weight restrictions may apply. Please note, orders for APO/military addresses must be placed over the phone and cannot be completed online. Currently, we do not ship outside the United States.

Order Modifications and Cancellations Once a tracking number is generated, we are unable to cancel or modify your order. Please double-check your shipping address before completing your purchase.

 

Shipping Method We reserve the right to choose an alternate carrier that offers comparable services to the one selected at checkout. All orders will be shipped using our preferred shipping partners, and we do not accommodate requests for using a customer's personal shipping account.

Free or Included Items Occasionally, free or promotional items may be included with your purchase. We reserve the right to substitute these with items of similar value if necessary. Free items will be shipped via the most cost-effective shipping method available.

Tracking Information Tracking numbers will be provided once your order has shipped. If a signature is required upon delivery, this requirement cannot be removed for security reasons.

Address Changes Orders will be shipped to the address provided at the time of purchase. For security reasons, we cannot modify shipping addresses, reroute packages, or place holds on packages once the order has been placed.

Refused Delivery If you choose to refuse delivery of your order or return items without first obtaining a Return Merchandise Authorization (RMA), a 20% restocking fee, along with original shipping costs, will be deducted from your refund.

Payment Methods We accept various payment methods, including Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Apple Pay (on supported devices), Affirm (financing options available on specific products), and Espresso Outlet LLC Gift Cards or Certificates.

Free Shipping Terms We offer free shipping on orders over $59 to addresses within the contiguous United States. Free shipping does not apply to orders sent to Alaska, Hawaii, APO/military addresses, or international destinations. Free shipping will be shipped using the most economical carrier available, and delivery times are estimates provided by the carrier, not guaranteed. Faster shipping options are available during checkout at an additional cost.

Commercial Equipment & Freight Shipments

For commercial equipment orders that ship via freight, the customer is responsible for all associated freight costs. Shipments to Alaska and Hawaii may incur higher charges compared to those within the continental United States. If any discrepancies arise concerning freight costs for orders shipping to these states, we will contact you to clarify the details before the order is dispatched.

Open Box Items

Open Box products may not include all accessories or non-essential items that typically come with a brand-new unit, such as filters (if applicable). While we strive to include as many original components as possible, we cannot guarantee that all non-critical accessories will be in the box. However, Open Box items still come with the original manufacturer’s warranty.

Shipping Times and Delivery Methods

You are responsible for selecting an appropriate shipping method to ensure your order arrives within your desired timeframe. To get an estimate of delivery times, please enter your ZIP code in the cart before checkout. If delivery by a specific date is crucial, we recommend choosing an expedited shipping option. For questions about shipping timelines, feel free to contact us before completing your order. Some items may ship directly from the manufacturer to save time or reduce shipping distances and it can be more difficult to control how and when these are shipped. 

Reporting Damaged, Missing, Defective, or Malfunctioning Items

Any issues related to damaged, missing, defective, or malfunctioning merchandise should be reported within 5 business days of receiving your order.

Damaged Merchandise

We take great care to ensure your items are securely packaged for shipping. Upon receiving your delivery, please carefully inspect it for any damage that may have occurred in transit. If you notice any damage, do not use the item, and notify us immediately so we can begin the claims process.

Missing Merchandise

If an item from your order appears to be missing, please be aware that orders may ship in multiple packages. If you still believe an item is missing, contact us immediately so we can track the shipment and arrange for a replacement if necessary. There are times, especially with USPS where they mark it delivered, but don't actually deliver until a day or two later. 

Defective or Malfunctioning Items

If you receive an item that is not functioning correctly or a consumable product that has expired, please reach out to us right away. We will assist in troubleshooting the issue and, if necessary, help arrange for a replacement. Documentation of the problem may be requested to expedite the return or replacement process and assist with troubleshooting.