Returns and Warranty Policy

Coffee Machine Emporium enforces a Returns and Warranty Policy that includes the rights that you, the customer, have under the Australian Consumer Law and other relevant laws.

Products supplied by Coffee Machine Emporium come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. In the event of product failures, Coffee Machine Emporium will determine the extent of the failure and the available remedy.

- New Espresso Machines and Grinders to be used for Domestic applications come with an RTB (Return To Base) 12 months parts warranty.
- New Espresso Machines and Grinders to be used for Commercial applications (Cafes, Restaurants and Offices.) come with an RTB (Return To Base) 12 months parts and 3 months labour warranty.
- Used (Second Hand) Espresso Machines and Grinders to be used for Commercial applications (Cafes, Restaurants and Offices.) Come with an RTB (Return To Base) 3 months parts and 3 months labour warranty.
- Accessories and any other equipment we sell only comes with any warranty as dictated by the manufacturer.

Where a failure does not amount to a major failure, Coffee Machine Emporium is entitled to choose between providing you with a repair, replacement or other suitable remedy.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Coffee Machine Emporium adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

Any liability of Coffee Machine Emporium or our agents in connection with goods or services supplied by us to you will, subject to any non-excludable liability for breach of conditions or warranties implied by legislation and to the maximum extent permitted by law, at the election of Coffee Machine Emporium, be limited to:
In relation to goods, the replacement or repair of the goods, the supply of equivalent goods,
the payment of the cost of replacing or repairing the goods or the payment of the cost of obtaining equivalent goods; and
In relation to services, the supplying of the services again or the payment of the cost of having the services supplied again.

This Warranty is transferable to a subsequent owner of a Coffee Machine Emporium product, in the event of the sale of that product, provided that Coffee Machine Emporium is informed in writing within 14 days of the sale of the subsequent owner’s name and contact details. The new owner of the equipment must retain the original invoice or copy thereof to be entitled to warranty service.
Warranty service is provided only within the country of purchase- i.e Australia.
For any product return, please contact us. This includes products that carry a manufacturer’s warranty. Any cost incurred by you in returning the item to us will be borne by you. Please retain your receipt.

In order to obtain a refund, exchange or to repair a product purchased from Coffee Machine Emporium, including those products which carry a manufacturer’s warranty, you must have clear proof of purchase – typically, but not always, a receipt. If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to reject the return of
your product.

What should I do if I have changed my mind and want to return a product?

Please choose carefully as we do not normally accept return of goods where you have simply changed your mind or have chosen poorly. Should we decide to accept a return, a restocking fee of 20% is applied to all returns of items held in stock. Special order items cannot be returned. We do not normally accept returns on equipment that has been used after the item was purchased brand new, nor of equipment without packaging or in opened packaging. Return freight to us is payable by you. Items must be packaged the same way they were delivered to you. Shipping costs are not refundable.

 Product assessment for warranty repair

Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange or repair. The available remedy will depend on whether the fault amounts to a major failure. In some instances, we may need to consult with the manufacturer or importer to determine the fault and resolution. Most faults can be easily repaired within a reasonable time frame. We will not offer a repair or replacement if the product has been damaged by misuse or abuse. Examples include but are not limited to inadequately filtered water, lime scaling, corrosion due to high chloride ion concentrations in water, operator errors, unauthorised repair work or modification and fair wear and tear.

Whilst we understand that many clients would like a loan machine in the event of a warranty item, we regret that this service is not available. We prioritise all warranty work over general repair to ensure the most rapid service possible.
Where there is no fault found, the product will be made available for collection by the customer.

What should I do if I am having difficulties with getting my product to work?

If you are experiencing problems operating your product, we strongly recommend that you contact us.

It is our experience that often when customers believe the product they have purchased is faulty, our staff can have the issue resolved with some basic ‘troubleshooting’.

What should I do if the equipment is fixed or if I have bulky items to return?

If your product cannot be easily returned to us, please contact us and we will do our best to offer a local solution. Please note that this may not be possible in all areas of Australia.

If I can’t find my receipt, can I use a bank statement as proof of purchase instead?

Unfortunately Coffee Machine Emporium will not accept bank or credit card statements unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. We cannot provide copies of receipts if lost or misplaced.

How to return an Item?

Please contact Coffee Machine Emporium to coordinate this.
Items can be returned to:
2a Burnett St, Somerton VIC 3062, Australia