Warranty Terms

Espresso Outlet LLC (DBA Turin Grinders) 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.

Warranty Coverage Overview

  • Duration: One (1) year from the date of purchase for in-stock items or the date of receipt for pre-order items, covering defects in materials and workmanship. Non-transferable and applies only to the original purchaser with proof of purchase (order number or receipt). If the item was purchased as a gift, the recipient 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.
  • Note on Handcrafted Products: Our products are artisan-crafted and not mass-produced. Slight variations in appearance or minor blemishes in the finish may occur. These are normal and do not qualify for warranty support.

Home Equipment Warranty

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

  • Coverage: Parts and labor for manufacturer defects. Labor is covered only if the unit is shipped to us or a previously authorized warranty location for the brand.
  • Shipping Costs: Covered for the first 30 days after purchase. After that, the customer is responsible for all shipping fees related to warranty service.
  • Brand-Specific Support:
    • Breville, Lelit, and Baratza: For the first year of ownership, Breville USA handles all warranty claims, including issues at delivery. Submit requests directly to Breville via their service portal.
    • 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 repairs are not reimbursed; unauthorized repairs void the warranty. 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. Improper installation voids the warranty. 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.

Exclusions

The warranty does not cover:

  • Misuse or neglect, including hard water usage (over 50ppm hardness), ultra-pure water (0ppm hardness causing issues like boiler overfilling or OPV leaking), lack of regular cleaning/maintenance, or failure to use as intended.
  • Lack of grinder chamber/exit chute cleaning, roaster cleaning, or espresso machine use after prolonged non-use (use at least every couple of weeks).
  • Failure to adjust grinder collars (coffee oils can act like glue; adjust weekly with burrs spinning).
  • Lack of weekly/bi-weekly backflushing of espresso machine groupheads with water (buildup causes damage and voids warranty).
  • Any sign of limescale (recommend water in 20-50ppm range; we do not endorse additives, as some cause issues like film on probes).
  • Improper grinder adjustments (adjust with grinder on/burrs spinning to avoid clogging; not a warranty issue).
  • Plasma generators on grinders not cleaned weekly (brush or blow with air).
  • Roaster misuse, including unclean chaff trays, lack of monitoring, or fires from excess heat (keep electrical fire extinguisher handy).
  • 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: Use soft water (20-50ppm). Hard water over 50ppm causes limescale and voids warranty. Zero-hardness water causes sensing issues. Test regularly; descale per instructions.
  • 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 Costs: After the first 30 days, shipping to and from Espresso Outlet LLC for repairs is the responsibility of the customer.
  • 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: Using untreated, hard, or distilled water can damage the machine and void the warranty. A water treatment system appropriate for your local water quality must be in place.
  • Wear and Tear: Consumable items like O-rings, gaskets, and shower screens are not covered.
  • Outside Modifications: Any modifications to the machine or repairs done by anyone other than Espresso Outlet LLC will void the warranty.
  • On-Site Service: Espresso Outlet LLC does not provide on-site service. Customers are responsible for routine maintenance and any necessary repairs.
  • 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.

Most Common Causes of Problems (Not Covered Under Warranty)

  • Movement During Shipping: Products can shift in transit, causing issues like loose connectors. Easily fixed with tech support; not a defect.
  • Incorrect Grinder Settings and Tamping Technique: Improper grind size or tamping can mimic defects. Practice proper techniques to resolve. Always adjust grind size with the grinder on and burrs turning. Failure to do so can cause clogging.
  • Use of Hard or Distilled Water: Use soft water below 50ppm (not 0ppm) but higher than 0ppm. Improper water voids warranty. Use bottled water with correct hardness or use a water system to remove calcium and magnesium.
  • Incorrect Milk Frothing Techniques: Issues often due to technique; practice proper methods.
  • Lack of Machine Maintenance: Backflush with water after every 10 espressos and detergent after 40. Failure to do so voids warranty.
  • 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 ship parts (customer installs).
    • Labor (if included): Ship to us (customer pays inbound after 30 days; we cover outbound).
    • Local Repairs: Not covered; unauthorized voids warranty.
  • 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 outbound for parts. For repairs (if labor included), customer pays inbound after 30 days; we cover outbound.
  • Timeline: Claims processed in 7-10 business days. Repairs: 2-4 weeks, parts-dependent.

For International Orders

  • Parts-only for defects (no labor). Assist via email/video; parts shipping at customer's expense.
  • Exclusions same as above, plus customs/duties.
  • No returns/cancellations post-shipment.

General Notes

  • Maintenance: Follow manuals for cleaning/descaling. Failure voids warranty.
  • Third-Party Repairs: Not covered; use us for warranty work.
  • Proof of Defect: Photos/videos/return may be required.
  • Limitations: Limited to product value. No incidental/consequential damages.
  • Changes: We may update; posted on website.
  • Statutory Rights: Does not affect legal rights.

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!