By sending or bringing your machine in for repair, you accept our terms and conditions as outlined below.
We understand that reading terms and conditions isn’t the most exciting 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 provide.
1. Estimates & Quotes for Repairs & Services
We operate on a pre-agreed repair cost threshold. This means that, unless otherwise stated, we will proceed with the repair as long as the total cost remains within the agreed threshold. If, during the repair process, we determine that the cost will exceed this threshold, we will contact you to discuss your options. At this point, you can choose to proceed with the additional cost or have your machine returned in its current state.
If you decide not to proceed with your repair or service after we have diagnosed the issue in person, we will return your machine at your expense (typically £23 for return postage).
We typically do not charge if we are unable to repair a machine. However, if we are asked to assess a machine that is uneconomical to repair or if you choose not to proceed with the repair, we reserve the right to charge a diagnostic fee of up to £100, which will be communicated to you before returning your machine.
2. Sending Your Machine to Us
Please read our guide to sending your machine carefully, available here.
When properly packaged, coffee machines typically arrive without issues. However, should your machine arrive damaged or be lost in transit, you will need to contact your courier, as we do not accept liability for transit issues.
We strongly recommend following our packaging guidelines to reduce the risk of damage. Failure to follow these guidelines may affect the success of any claims made against the courier.
3. While Your Machine Is in Our Care
We treat your machine as if it were our own. We personally use a Sage Barista Touch and understand how valued these machines are to their owners.
If any issues arise while your machine is in our care, we will contact you at the earliest opportunity to rectify them on a case-by-case basis.
Replacement Policy: If, in the extremely rare event, we need to replace your machine, we will provide a like-for-like replacement from our stock of used machines. Please note:
- Colour: We may not always have the exact colour match, but the replacement will be the same model and specification.
- Condition: The replacement machine will be a pre-owned unit and will show signs of cosmetic wear consistent with normal use. However, we carefully select machines that are in excellent working condition to ensure a high standard of replacement.
- If we do not have a suitable replacement in stock, we reserve the right to source a suitable replacement or offer a cash equivalent based on the fair market value of a used model.
4. Repair Timelines & Storage Fees
If a customer asks, we can provide an indication of the current turnaround time for repairs. However, this can vary based on workload and the complexity of previous repairs.
Once your machine is repaired, we require timely payment as agreed. If you anticipate a delay in payment, please inform us so we can work with you to find a solution. If payment is not made within 5 working days of notification, we reserve the right to charge storage fees of £25 per week or any partial week.
If a repaired machine remains unpaid for 8 weeks, we reserve the right to dispose of it or recover costs through resale.
5. Post-Repair Guarantee
We stand by the quality of our work and the parts we install. Any work we perform and any parts we fit are warranted for 3 months. If a fitted part fails within this timeframe, we will resolve the issue free of charge.
Exclusions: Our guarantee does not cover failures caused by lack of maintenance, such as limescale build-up. If a part fails due to limescale or other maintenance-related neglect, this will not be covered under our repair warranty.
6. Receiving Your Machine Back
We insure all outbound shipments to cover the full value of your machine. We take every precaution to package your machine securely before returning it to you.
If your machine is damaged during transit, you must report this within 24 hours of receipt, providing photographic evidence of the packaging and the machine itself. Retain all original packaging until the courier has resolved the claim, as they may require it for inspection.
We will assist in processing a courier claim, but if a customer refuses to cooperate, we may be unable to proceed with the claim and cannot offer a resolution.
We cannot control the duration of a courier claim, as this is determined by the courier. We are not responsible for the outcome of the claim.
Due to the movement of these machines in transit and during handling, minor cosmetic marks may occur. While we take every precaution to avoid this, we cannot be held responsible for cosmetic damage sustained during inbound or outbound transit or while in our workshop.
7. Limitation of Liability
While we take every reasonable precaution to ensure a high standard of service, Fix My Coffee Machine is not liable for any indirect, incidental, or consequential damages, including but not limited to loss of business, inconvenience, or loss of earnings due to machine downtime.
8. Consumer Rights & Compliance
These terms do not affect your statutory rights under UK law. For more details, please refer to The Consumer Rights Act 2015.
We take great pride in our service and always act in good faith. We appreciate our customers affording us the same respect and cooperation throughout the repair process.