We understand that reading terms and conditions is not the most fun thing in the world. However it’s important to understand the service we offer and it is your responsibility to ensure you are happy to proceed with a repair, coffee machine service or any other product or service that we offer.
When we estimate or quote a repair or service
Often we are asked to provide an estimate before we have seen the machine in person; we do our best to try and diagnose the issue based on your description; however these are complex machines and sometimes it’s not possible for us to determine the issue without having seen the coffee machine. We do try our best to be as accurate as possible and will confirm with you if the issue is different to the one we initially quoted prior to commencement of the work.
Should you decide not to go ahead with your service or repair after we’ve diagnosed the issue in person; that is no problem at all. We will arrange to send your machine back to you however this will be at your cost (usually postage back to you is around £23).
We typically do not charge if we are unable to fix a machine – However where we are asked to look at a machine which is either uneconomical to repair or you decide not to proceed with a repair; we reserve the right to make a reasonable charge for our diagnoses.
When you send your machine
Firstly please read our guide to sending your machine carefully. It can be found on our website here.
In our experience, coffee machines (when packaged sufficiently) arrive with no issues. However, on the rare occasion that your machine arrives damaged or is lost in transit; you will need to reach out to your courier as we do not accept liability for any issues that occur in transit.
Whilst the machine is in our care
We treat your machine as if it were our own… By the way we actually use a Sage Barista Touch personally and understand how treasured these machines are to people; we always aim to treat them as such.
If any issues should arise whilst your machine is in our care, we will reach out to you at the earliest opportunity and rectify this on a case by case basis.
(offer 1) If there was ever an occasion where we needed to replace the machine we would offer you a like, for like replacement from our stock of used machines. In this instance we may not always have the exact colour model as a replacement but we would always offer at least the same model and spec.
For example if we needed to replace a black Sage Barista Express, we may only have a silver Barista Express in stock – this would have the same functionality as your model.
If we did not have a replacement in stock we reserve the right to find a suitable replacement or offer you a cash equivalent of a used machine that would be reasonably able to be procured yourself.
We always act in good faith and expect our customers to afford us the same.
We always endeavour to find an economical way of fixing our customers’ machines. We hate the idea of any of these machines ending up in landfill, therefore if we can fix a broken part rather than replacing it we will do so. For example, we are sometimes able to re-solder burnt or failed transistors on the machines main control board. As always there is an element of risk associated with trying to fix these fragile parts and as such we can not be held responsible if we are unable to fix a part in this event.
We always endeavour to fix your machine as quickly as possible. Sometimes we are busy and/or previous repairs take longer than we expect. As such there is a potential for delay in fixing or servicing your machine. If you decide that you no longer wish to wait for your repair we will be happy to send your machine back to you, unless we have ordered a part which we have agreed with you beforehand. If we are unable to get a refund for that part from our supplier we may ask you to cover this cost before returning the machine.
Once your machine is repaired, we require a timely payment, as agreed, for our service. Should there be a reason for delay, please make us aware of this and we can work with you to find a resolution (for example we may wish to return your machine if you are unable to make payment for a period of time). As these machines are large and our storage is finite we may charge you for this storage should you not make payment within 5 working days of us making you aware that your machine is ready to be returned. The cost of this would be £25 a week or any partial week thereof.
When we send your machine back to you
We pay extra for insurance with our couriers when we send your machine back to you to insure the total cost of the machine. We always take precautions to ensure that the machine is packaged responsibly before we return it to you.
On the rare occasion that something goes wrong during transit we will work with the courier to try to resolve the issue. We require our customers to make their best effort to assist us with this claim. In the event that a customer refuses to help us with making a claim against our carrier we may be forced to close the case and no solution will be found.
It is extremely important that if a machine is damaged in transit that photographs are taken of the box and packaging, as the currier will require this from us in order to determine their resolution. You must also keep hold of this box and packaging until the case has been resolved, as they may wish to collect this and inspect it. If we are unable to prove the efforts we have made to safely ship your machine, the courier may decide not to support our claim and as such we can not be held responsible for this.
We are unable to control the time that a claim takes, as this is in the control of the courier and as such we will need to follow and support the case until it’s fruition. We can not be held responsible for the outcome of any case.
During the course of moving these heavy machines around, there is a small chance that cosmetic damage may occur. Whilst we do our best to ensure this does not occur, we cannot be held responsible for cosmetic damage either from inbound or outbound delivery or whilst in the workshop.
We take great pride in the service that we provide and as previously mentioned we treat your machine as if it were our own. Unfortunately these machines are complex and issues can arise even after a fix has been carried out. We would be happy to take your machine back to look at the problem. We keep detailed records of every service and fix we carry out; Should we find that the issue is from something we have previously fixed we will endeavour to put it right. If we are unable to fix the problem, and it is resulting from the fix we have performed then we will refund you for the original repair (less any additional services and postage cost).