Chris' Coffee Service, Inc.
Policies & Procedures

Buying with confidence
Matching other vendors offers
How we handle back orders
Our Buyer's Confidence policy for new machine purchases
Our Buyer's Confidence policy for next-to-new or refurbished machines
What our Buyer's Confidence policy does NOT include
What you should do upon receiving merchandise
How to obtain a Return Authorization
Your responsibilities when returning merchandise
How to order parts
What the warranty covers and what is excluded
What an "Extended two year warranty" covers and what it excludes
How to obtain warranty service
Requesting help for simple repairs and adjustments
Actions that may void your warranty


Buying with confidence

Our goal is to help you choose the best products to meet your needs. We will spend the time with you to answer all your questions without pressure to buy. You may have heard about so-called buyer's remorse offerings from other vendors. At Chris' Coffee Service, we think it is smarter to help you make the right choice in the first place  that's why we call our policy Buyer's Confidence. It's our pledge to work with you to assure your satisfaction.

However, if after buying from Chris' Coffee Service, you're not satisfied, we offer a no questions asked return policy within the first 30 days for our new espresso machines and grinders and the first 15 days for our next-to-new and refurbished espresso machines and grinders, unless otherwise specified at time of purchase.

Please remember: It pays to choose your vendor carefully! For practically all pro-summer equipment and commercial equipment sold in the United States, warranty work is handled by the vendor, not the manufacturer. This means an important part of getting a great deal is buying from a great vendor too.

This is the reason our company name, Chris' Coffee Service, includes the word Service! In addition to our Internet organization dedicated to individual consumers, we also service thousands of pieces of coffee equipment for cafe's, offices, and food establishments in Northeast New York. Should you ever need assistance, advice, or service, you can rely on our capable staff to address your concerns efficiently and professionally.

You have my promise of a great deal and the best service on the Internet!

Chris Nachtrieb,
President, Chris Coffee Service, Inc

Matching other vendors offers

You can shop with confidence at Chris' Coffee Service knowing you'll get the best service and a great deal. In most cases we will meet or beat other vendors offers under the following conditions:

• It's the identical item, including shipping costs, if any.
  
• Limited to U.S. vendors (not including Alaska or Hawaii)
  
• Must be a publicly advertised price (no verbal quotes)
  
• Must be in stock at other vendor
  
• Offers are matched at time of purchase, not after the order has been placed.
  
• Chris' Coffee Service does reserve the right to decline matching another vendors price.
  
  

How we handle back orders

At Chris' Coffee Service we never charge your credit card until the merchandise ships. In addition, we notify you via email when your order is ready to ship. Your order will not ship until we hear back from you to confirm that you have not changed your mind or made other arrangements.

Our Buyer's Confidence policy for new machine purchases

We understand that espresso machines and grinders represent a considerable investment and well work with you to help you make the best selection for your needs. However, if within the first 30 days from the delivery date, you are not satisfied, you may return your espresso machine or grinder for a refund. If the product is received in like new condition with all included accessories, manuals, packing materials, etc., you will receive your refund within 10 business days.

Your refund amount will be minus what our cost was to ship the machine to you. In addition you are also responsible for the cost of shipping the machine back to us

Our Buyer's Confidence policy applies only to consumer espresso machines and grinders. It excludes, for example:

• Commercial espresso machines, Cimbali DT/1, Electra A3, Nuova Simonelli Appia, etc.
  
• Commercial coffee brewers,
  
• Illy cups,
  
• Parts and accessories,
  
• Coffee,
  
• Any other product unless otherwise stated.
  
  

If you have any questions about this policy, please ask before ordering.

Our Buyer's Confidence policy for next-to-new or refurbished machines

Our policy for next-to-new or refurbished equipment is the same as our new purchases policy, with the exception that the return period is 15 days starting from the confirmed delivery date instead of 30 days, unless otherwise specified at time of purchase.

If you have any questions about this policy, please ask before ordering.

What our Buyer's Confidence policy does NOT include

Our returns policy does not include the following:

• Commercial espresso machines, Cimbali DT/1, Electra A3, Nuova Simonelli Appia, etc,
  
• Commercial coffee brewers,
  
• Illy cups,
  
• Parts and accessories, i.e. tampers, knock boxes, bottomless portafilter, etc.
  
• Coffee,
  
• Any other product unless otherwise stated.
  
  

If you have any questions about this policy, please ask before ordering.

What you should do upon receiving merchandise

At Chris' Coffee Service, we invest the necessary time to insure that your equipment arrives safely and in good working order, so most equipment is bench tested by our technicians before shipment. We also use quality packing materials, and use double boxing when necessary.

We advise you to inspect your purchase when it first arrives for damage during shipment.

Please inspect your package when you receive it from UPS. If there is evidence of exterior damage to the shipping carton and the delivery person is present, ask them to note it on their delivery manifest and request a damage claim form. Should it be necessary for you to submit a damage claim the notation on the manifest may prove to be very helpful. If you find that your machine is damaged from shipping, please call UPS at 1-800-742-5877 to report the damage. You must also contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc.) as UPS will need to inspect not only the machine but the packaging as well. UPS terms and conditions Click Here Once we receive a claim number from UPS, we will be more than happy to take care of the problem to your satisfaction.

Please note the following:

• Grinders are often tested by the manufacturer before leaving the factory. Some traces of coffee grinds are normal and does not mean the machine is used or a returned item.
  
• Some minor water splashes may occur during our bench testing. Unless otherwise stated (next-to-new or refurbished), all purchases at Chris' Coffee Service are new from the manufacturer.
  
  

How to obtain a Return Authorization

Before returning an espresso machine or grinder, you must call or email us to obtain a Return Authorization Agreement (RAA) from our service department.

Once we have received your request, we will send you additional details regarding the return procedure, such as how to prepare the machine for shipping and packaging instructions. You should return the (RAA)to us if you understand and agree to the terms and conditions of the statement; we will then issue a Return Authorization (RA) number, which must appear on the outside of the box.

Please note: We will not except returns without an (RA) number.

Your responsibilities when returning merchandise

Below are some important points to remember when preparing a return.

• To protect your right to file a damage claim, you are responsible for shipping merchandise back to us. We do not issue call tags since that would make us the responsible shipper.
  
• You must properly drain the water from the machine before packing.  We will include instructions along with your Return Authorization number. If you have questions, please call our service department for assistance.
  
• You pay the cost of shipping it back to us. We will reimburse this cost for warranty repairs in the first 30 days from the date of receipt.
  Note: The amount we will reimburse you, will not exceed the published cost of shipping at www.ups.com for ground service. UPS Stores will charge you a premium for packaging and handling that we will not reimburse you for. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed either.
  
• Save the packing material and its original carton(s)! We take great care to package your purchase properly, please reuse them in the event it is necessary to ship your machine back to us.
  
  

Merchandise is inspected when it is received to verify:

• All original items are included (manuals, packing material, accessories, etc.).
  
• The equipment is clean and still in "like new condition with no sign of abuse, misuse, missing parts, or missing manuals, etc.
  
  

We reserve the right to charge a 20% restocking fee if the above conditions are not met. The cost of any promotional and/or included products (such as coffee, for example) will also be deducted from you original purchase price.

How to order parts

At Chris' Coffee Service, we have great pride in our top-notch service department and encourage you to call them for your repair needs. Nonetheless, we do stock parts for our customers who purchased their machines from Chris' Coffee Service that wish to do their own repairs. Below are some important points to remember when ordering parts.

• All parts orders are final. You will be charged for the part at the time the order is placed.
  
• You must email the item description and ideally the part number you want us to order for you. If you are unsure, call our service department. We will try to help you identify a part if you know the machines make and model, year of manufacture, or have digital pictures you can send us. Note: Without part numbers we may not be able to help you.
  
• After the correct part number is identified, we will email you a price quote and estimated delivery schedule. Once we receive your email confirming your agreement to the price and delivery schedule, we will order the part for you and charge your credit.
  
• We strongly recommend that you only order parts if you are confident that you know how to install them properly. Parts DO NOT come with installation instructions!
  
• Our parts inventory is stocked for the needs of our customers who purchased their equipment from us. Our site includes common replacement parts and repair parts for the public that can be purchased online.
  
• Please note, our primary business is not in the sale of machine parts, and therefore in some circumstances we will not be able to help you. We will however do our very best to point you in the right direction.
  
  

Please note: You cannot cancel an order once the part has been shipped and is in route to us from our supplier.

What the warranty covers and what is excluded

Replacement parts and repair labor costs to correct defects in materials and workmanship are covered for a period of one year from the original delivery date. The warranty does not apply to general "wear and tear" on parts that are subject to deterioration due to normal use. For example, items like gaskets, filters, grinder burrs, plastic parts such as bean hoppers, and so on are not covered by the warranty.

What an "Extended two year warranty" covers and what it excludes

• Customers invoice which does not state " Extended two year warranty" for the appropriate line item on the original invoice,
  
• General "wear and tear" on parts that are subject to deterioration due to normal use. For example, items such as gaskets, filters, grinder burrs, plastic parts such as bean hoppers, and so on are not covered by this or any warranty.,
  
• Problems related to water damage, poor water quality, and scaling,
  
• Products for which the applicable serial number has been removed or altered,
  
• Any product that has been damaged or rendered defective as a result of accident, abuse, misuse, lack of reasonable and necessary maintenance/cleaning, neglect, faulty installation, mishandling, damage during shipment, line power surge or any external causes,
  
• Operation of product outside the parameters stated in the user documentation that shipped with product,
  
• Usage of parts not manufactured by original manufacturer,
  
• Modification or service by anyone other than Chris' Coffee Service,
  
• Acts of God, such as lightening, flood, or fire,
  
• The cost of installations of routine maintenance items, such as gaskets, o-rings, grinding burrs, and other normal wear and tear items,
  
• Usage of product in a commercial environment,
  
• Extended warranty period is not transferable,
  
• Shipping costs to ship product back and forth to Chris' Coffee Service,
  
• On-site labor or labor at a facility other than Chris' Coffee Service,
  
• Expedited shipping cost of parts to customer for self-repair
  
  
  

How to obtain warranty service

Our service department is the best! All warranty work is done by Chris' Service with only a few exceptions (for example, Solis Maestro Plus and Hearthware Roast are serviced by their original manufacturer).

Below are some important points to remember when obtaining warranty service.

• It does not apply to wear and tear items such as gaskets, O-rings, portafilter handles, plastic parts such as bean hoppers, etc.
  
• For the first 30 days of valid warranty service, we will pay for shipping in both directions up to our cost of shipping via UPS Ground. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed.
  
• If after inspection of the machine, we find the machine is in proper working order (operator error), we will not reimburse shipping costs and the customer must pay for return shipping.
  
• After 30 days, the customer is responsible for shipping costs both ways.
  
  

For additional points regarding shipping responsibilities, please refer to the rules for our return policy.

Requesting help for simple repairs and adjustments

Please note: This service is only available to customers who purchased their equipment from Chris' Coffee Service.

We recognize that many consumers are willing and able to perform simple repairs and adjustments of their own equipment. In this case, our technicians are more than happy to help diagnose your machine's problem over the phone often they can supply digital images to aid you. Generally, our technicians can troubleshoot the problem, and if you choose, assist you to perform the replacement of parts, adjustments, or simple repairs of your machine without having to ship it back to us.

Again, please note this service is exclusively for customers who purchased their equipment from Chris' Coffee Service. We are here to help for as long as you own your machine!  Just call our service department for assistance.

Actions that may void your warranty

Warranty does not apply under the following conditions:

• Damages caused by mineral build-up, often referred to as scale.
  This is the single most common service issue with espresso machines. At Chris' Coffee Service, we are well versed in water treatment options and are happy to help you make the right decision to avoid problems that will occur if you use hard water in your machine.  
  
• Damage resulting from accident, alteration, misuse or abuse.
  
• Damage occurring as a result of service performed by anyone other than Chris' Coffee Service.
  
• Damage resulting from the failure to properly maintain your machine as prescribed by the manufacturer and instructions provided by Chris' Coffee Service.
  
• Damage resulting from use outside of normal, single-family home environment. For example, using a household machine in a commercial environment like a caffe, office, or food service establishment.