Warranty Terms

Espresso Outlet LLC Warranty Policy

At Espresso Outlet LLC, we stand behind the quality of our products and are committed to providing reliable support for your coffee equipment. This policy covers home and commercial espresso machines, grinders, brewers, kettles, and roasters purchased directly from us. By purchasing from Espresso Outlet LLC, you agree to the terms outlined below. Proper maintenance and usage are essential for warranty coverage—please follow manufacturer manuals and guidelines.

For returns, cancellations, delivery damage, or refund requests, see our Returns, Cancellations, and Refund Policy and Shipping Policy. A customer-preference return and a warranty claim are separate processes. The applicable manufacturer warranty or written service plan governs its own coverage.

Warranty Coverage Overview

  • Duration: Warranty coverage starts on the delivery date, including in-stock orders and preorders. The standard term is one (1) year for defects in materials and workmanship, unless the product is explicitly listed as used or includes a different written warranty or service plan. Open-box products receive the same warranty as the equivalent new product. Products explicitly listed as used have a 30-day warranty from delivery. Coverage is non-transferable and requires proof of purchase. For gifts, the recipient’s name must be included in the order.
  • Proof of Purchase: Required for all claims. Include your order number when submitting a claim.
  • Commercial Use Exclusion for Home Equipment: Warranty is void if home equipment is used commercially. Home products are for residential use only. If you aren’t certain if something is considered commercial, please contact us.
  • Authorized Purchases Only: Warranty applies only to products purchased directly from Espresso Outlet LLC or our authorized retailers. We are the exclusive U.S. importer for Turin, Kaleido, and Wendougee; we do not provide support or warranty for these brands purchased from unauthorized sellers.
  • Note on Product Testing: Before shipment, most or all espresso machines and grinders are removed from packaging and tested to ensure no damage from overseas shipment and to modify packaging if needed. Many are bench tested. Grinders may have residue from testing. Signs of opened packaging or grinds do not mean the product was returned or used by another customer. Grinders are also tested at the factory with coffee as part of the quality control process, especially conical burr grinders. While efforts are made to remove signs of coffee, it is difficult to remove all signs of coffee.
  • Appearance and Product Condition: Some products have handcrafted finishes or natural material variations. Review the specific product description for expected variation. If an item arrives damaged or differs materially from its description, contact support with photos so we can assess it; a general reference to handcrafted production is not a substitute for assessing the issue.

Home Equipment Warranty

For home espresso machines, grinders, brewers, kettles, and roasters:

  • Coverage: Parts and labor for defects in materials and workmanship. Home espresso machines and grinders have a one-year parts-and-labor warranty from delivery. Labor under Espresso Outlet’s home-equipment warranty is covered only when performed by Espresso Outlet. We do not cover or reimburse labor charges from an outside service company. A separate manufacturer warranty or written manufacturer service plan governs its own service arrangements.
  • Shipping Costs for Covered U.S. Warranty Repairs: During the first 30 days after delivery, Espresso Outlet covers shipping to us and back to you. After 30 days, the customer pays shipping to Espresso Outlet and we pay shipping back to the customer. Obtain authorization and shipping instructions before sending equipment. These shipping terms apply to covered warranty service, not customer-preference returns or non-warranty repairs.
  • Brand-Specific Support:
    • Breville: Start with Breville’s warranty and support instructions. Baratza: Use Baratza’s warranty and support instructions. Lelit: submit a support ticket for the appropriate warranty route. Manufacturer coverage, duration, and shipping terms may differ from Espresso Outlet’s general service terms; the written warranty for your product governs.
    • Rocket, Quick Mill, Ceado, Mazzer, and La Spaziale: Partnered with Chris Coffee service department for support.
    • Turin, Kaleido, and Wendougee: We are the U.S. warranty provider. Support applies only to products purchased through us or our retailers. No support for unauthorized U.S. purchases.
    • Other Brands: Brands like Wilbur Curtis, Nuova Simonelli, Victoria Arduino, and Acaia may have their own warranty providers. Please submit a support ticket for clarification: https://espressooutlet.com/pages/phone-and-contact

Commercial Equipment Warranty

For commercial espresso machines, grinders, and brewers:

  • Coverage: Limited to one-year defective parts warranty unless an additional labor or extended warranty plan is purchased or included in the sale (e.g., Nuova Simonelli and Victoria Arduino machines may include labor if they are sold with the installation / service plan).
  • Parts-Only Standard: We cover replacement parts for defects. Labor, shipping, and travel costs are not included unless a labor plan is purchased, such as with Nuova Simonelli or Victoria Arduino.
  • Labor Options: If labor is included or purchased, the product must be shipped to us for coverage. Local repair charges are not reimbursed unless authorized under the applicable warranty or service plan. Damage caused by an outside repair is excluded; the mere use of an outside repair service does not automatically void unrelated coverage. An exception to this would be the Nuova Simonelli / Victoria Arduino installation/service plan. The local installation company becomes your point of contact if you have this plan and the local service company works directly with Nuova Simonelli USA for warranty support.
  • Installation Requirements: Must be by a certified technician. Proof may be required for claims. Damage caused by improper installation is not covered. Especially important is the installation of a proper water system with any commercial espresso equipment that uses water.
  • 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. 

Arrival Damage, Missing Parts, or Dead-on-Arrival Issues

Inspect the equipment promptly and report these issues within five business days of delivery. Please submit a support ticket with your order number and photos of the problem, packaging, and shipping label. Do not call to report the issue; we need the ticket and photos to review it. Keep all packaging. Do not operate equipment that appears damaged or unsafe. This reporting period does not shorten the warranty for a defect that develops later or limit rights provided by law.

Exclusions

The warranty does not cover:

  • Damage caused by misuse, neglect, unsuitable water, or failure to follow the manufacturer’s operating and maintenance instructions. Stop using equipment that leaks or appears unsafe and contact support; additional damage caused by continued use may not be covered.
  • Damage caused by neglected cleaning of grinder chambers, exit chutes, or roasters. Follow the maintenance and storage guidance for the specific model, including instructions for periods of non-use.
  • Damage caused by improper adjustment or neglected maintenance of grinder adjustment mechanisms. Use the adjustment procedure specified in the model’s manual.
  • Damage caused by failure to perform the cleaning required by the manufacturer. Backflush only equipment designed for it, at the intervals and with the products specified for that model.
  • Damage or service needs caused by scale buildup or unsuitable water treatment. Follow the manufacturer’s water specifications and maintenance instructions.
  • Damage or clogs caused by improper grinder adjustment or operation. Adjustment instructions vary by model; follow the manufacturer’s procedure.
  • Damage or performance issues caused by neglected cleaning of a grinder’s anti-static or plasma components. Follow the cleaning method and interval specified for your model.
  • Damage caused by roaster misuse, neglected chaff removal or cleaning, unattended operation, or use contrary to the manufacturer’s safety instructions.
  • Normal wear and tear (e.g., burrs, gaskets, seals, screens).
  • Damage from accidents, modifications, unauthorized repairs, power surges, or Acts of God (e.g., natural disasters or events like lightning, floods, power surges, or fires).
  • Cosmetic damage or non-functional issues.
  • Water Quality: Follow the water hardness, alkalinity, filtration, and treatment requirements in the specific machine’s manual. A single water range does not apply to every model. Damage caused by water outside the manufacturer’s specifications is excluded.
  • Commercial use of home equipment or improper installation (must use certified technician for commercial).
  • Damage or theft of product while it is on the journey from your location to our location or from our location back to your location. Protecting against porch pirates will be your responsibility. Damage due to poorly packaged product without original packaging will be your responsibility. We suggest taking to UPS and having them package and insure for the full value of the product if you no longer have original packaging.
  • Shipping and Packaging: For covered U.S. warranty repairs, Espresso Outlet pays shipping both ways during the first 30 days after delivery. After 30 days, the customer pays the shipment to us and Espresso Outlet pays the shipment back. Keep all original packaging for shipping-cost coverage during the first 30 days. If packaging is missing, contact us before shipping.
  • 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.
  • Improper Water Use: Damage caused by water or treatment methods that do not meet the manufacturer’s specifications is excluded. Select any required treatment system for both the equipment and your local water supply.
  • Wear and Tear: Consumable items like O-rings, gaskets, and shower screens are not covered.
  • Outside Modifications and Repairs: Damage caused by a modification, an improperly installed part, or an outside repair is not covered. Using a third-party part or repair service does not by itself void coverage for an unrelated defect. Contact us before arranging work you want covered or reimbursed under the warranty.
  • On-Site Service: Espresso Outlet does not provide on-site service directly. If your purchase includes a manufacturer installation or service plan, follow that plan’s service instructions. Routine maintenance remains the customer’s responsibility.
  • 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.

Setup, Maintenance, and Troubleshooting

  • Movement During Shipping: If equipment arrives with a loose component or a functional problem, stop and contact support. We will assess whether troubleshooting, a shipping-damage claim, or warranty service is appropriate. Do not open electrical equipment or attempt a repair unless the support instructions identify it as appropriate for you.
  • Grinder Settings and Tamping: Grind size and technique can affect performance without indicating a defect. Follow the model-specific adjustment instructions, and contact support if normal setup does not resolve the problem.
  • Water Selection: Use water that meets the specific manufacturer’s requirements. Damage caused by unsuitable water is excluded; this does not automatically remove coverage for an unrelated defect.
  • Incorrect Milk Frothing Techniques: Issues often due to technique; practice proper methods.
  • Machine Maintenance: Follow the model’s cleaning and descaling instructions. Backflushing requirements vary, and some machines must not be backflushed. Damage caused by neglected required maintenance is excluded.
  • Incorrect Initial Setup: Follow setup instructions, including air purging. Safety features like overheating protection are not defects.

Claim Process

  • Initiate a Claim: Submit a warranty support ticket at https://espressooutlet.com/pages/phone-and-contact. Provide order number, issue description, photos/videos, and serial number. Do not send equipment without authorization. For all warranty/service/shipping damage inquiries, please submit a support ticket; do not call, as we will ask you to submit a ticket. If needed, we will call with a provided phone number.
  • Troubleshooting: We attempt remote fixes via email/phone/video. Have equipment ready.
  • Repair Options:
    • Parts-only: We may provide a replacement part and instructions where the repair is suitable for the customer to perform. For work requiring a technician, contact us about the applicable service route before proceeding.
    • Labor for home espresso machines and grinders: Covered only when performed by Espresso Outlet. No outside service-company labor is covered. For a covered U.S. repair after 30 days from delivery, you pay shipping to us and we pay shipping back to you.
    • Outside Service Companies: Espresso Outlet does not cover or reimburse their labor for home espresso machines or grinders. Outside work does not automatically void coverage for an unrelated defect, but damage caused by that work is excluded. Separate manufacturer service plans follow their own written terms.
  • Replacement: We may repair/replace at discretion. Replacements carry remaining warranty. 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.
  • Shipping: We cover shipping of approved replacement parts for U.S. warranty claims. For covered equipment repairs, we pay both directions during the first 30 days after delivery; after 30 days, the customer pays shipping to us and we pay shipping back. Customer-preference returns and non-warranty service have separate shipping terms.
  • Timeline: Claims processed in 7-10 business days. Repairs: 2-4 weeks, parts-dependent.

For International Orders

Espressooutlet.com accepts U.S. orders. International orders are placed through our sister website, TurinGrinders.com. Shipping, returns, and warranty terms for purchases there are stated on that website and with the specific product. If you need help with an existing order, include the website of purchase and order number in your support ticket.

General Notes

  • Maintenance: Follow the model-specific manual for operation, cleaning, and descaling. Damage caused by neglect or improper maintenance is excluded; unrelated defects remain subject to the applicable warranty.
  • Third-Party Repairs: Labor under Espresso Outlet’s warranty for home espresso machines and grinders must be performed by us. No outside service-company labor is covered. An outside repair does not automatically void unrelated warranty coverage, but damage caused by the repair is excluded.
  • Proof of Defect: Photos/videos/return may be required.
  • Limitations: Liability under this limited warranty is limited to the product value, and incidental or consequential damages are excluded to the extent permitted by law. Some states do not allow these exclusions or limitations, so they may not apply to you.
  • Changes: Updates are posted here and do not retroactively reduce the written warranty provided with an existing purchase.
  • Statutory Rights: This warranty gives you specific legal rights, and you may also have other rights that vary from state to state. Nothing here limits rights that cannot be excluded under applicable law.

For questions/claims, submit a ticket at https://espressooutlet.com/pages/phone-and-contact. Thank you for choosing Espresso Outlet LLC—we're committed to your coffee experience!