Terms & Conditions

These Terms & Conditions outline an agreement between my valued customers and me, Paul, owner of K Bean Coffee Machines. I have developed these over a number of years in response to a range of issues encountered. The goal is to have clear Terms & Conditions that are fair and reasonable to my customers, and also to me and to my business.

When you buy from K Bean Coffee Machines you agree to these Terms & Conditions.

Issues are rare, and most are black and white.  The Terms & Conditions here help if things move into grey areas.

Warranty

Italian coffee machines and grinders are well made and problems are rare, but problems pop up from time to time. That’s the nature of machinery. Of course, problems are always frustrating. If you are unlucky enough to have one please stay calm and to work with me to get it all resolved. I really appreciate calm, polite people who work with me :)

If you have a problem start with my tips for Troubleshooting. After that move onto my Support Form

If I know of simple solution I will contact you directly to guide you. Note, that any self-service is at your own risk. Self-service is only for people who are competent in regards to mechanical repairs, and competent in regards to electrical safety. No liability is accepted for any damages caused by self-service.

If an assessment or a repair is needed I will put you in contact with your closest authorised service technician. You will need to get your goods to your authorised technician. This is standard practice across the industry.

Another option is to request a pick up and return service or an on-site repair. Not all technicians offer these services, but some will offer them for a small fee. You can discuss options with your technician.

After receiving your goods the technician will carry out an assessment.

• If the failure is covered by warranty the technician will repair the unit then send an invoice for parts and labour to K Bean Coffee Machines.

• If the failure is not covered by warranty the technician will send a quotation for parts and labour to you.

Warranty assessment is not always straight forward so I rely on technicians to assess validity. K Bean Coffee Machines will always respect the assessment of the coffee machine technician and when buying from K Bean Coffee Machines you agree to do the same.

Warranty Coverage

• Domestic use - parts and labour

• Business use - parts only

Warranty Period

• Profitec, Lelit, Gaggia, Saeco, Dr Coffee – 24 Months

• All other brands – 12 Months

During the Warranty Period

• Your goods are covered for a minor failure (eg, a failed component). For a minor failure a business must repair or to replace. K Bean Coffee Machines reserves the right to repair, so please do not demand a replacement for equipment with a minor problem.

• Your goods are covered for a major failure. For a major failure a business must replace or refund. It is not reasonable to expect a replacement or a refund for goods with a minor problem (eg, a failed component). It is reasonable to expect a replacement or a refund for goods with a manufacturing problem that cannot be rectified by replacing a component.   

• Your goods are not covered for damage caused by unreasonable usage, user error, failure to maintain equipment, unapproved modifications, vermin damage or poor water quality.

• Your goods are not covered for damage caused by excessive force. eg, over-tightening of valves.

• Perishables such as springs, o-rings and gaskets are not covered.

• Noises (squeaks, hums and rattles) assessed as “normal” are not covered.

After the Warranty Period

• Your goods are not covered for a minor failure (eg, a failed component). K Bean Coffee Machines will support you, and guide you to a local service technician.

• Your goods may still be covered for a major failure. For a major failure a business must replace or refund. It is not reasonable to expect a replacement or a refund for goods with a minor problem (eg, a failed component). It is reasonable to expect a replacement or a refund for goods with a manufacturing problem that cannot be rectified by replacing a component.   

Extended Liability

• K Bean Coffee Machines cannot be held responsible for any direct or indirect harm to people or properties caused by incorrect installation, incorrect usage, incorrect maintenance, self-service or self repair.

Coffee in the Cup

You are not entitled to a refund or to an exchange if you don’t like the coffee in the cup. There is no guarantee that a coffee machine will make your perfect coffee. Asking for a refund because a coffee machine can’t make your perfect coffee is like asking for a refund for an oven because it can’t make your perfect loaf of bread.

The automatic machines that I offer are amongst the best available. These machines can make great coffee, but they can’t make café quality coffee. They certainly cannot produce café quality coffee milk. There’s a reason that cafés use manual coffee machines and employ baristas.

When it comes to manual coffee machines it’s important to understand that the road to coffee perfection is a journey that requires a willingness to learn. The good news is that for manual coffee machines K Bean Coffee Machines is here to support you on your home barista journey with a suite of online guide and tools. Local coffee machine customer also get unlimited free training. I have not yet had anyone fail in their quest to become a home barista.

Delivery

Most deliveries are straight forward. Normal delivery times are 2-3 days to Melbourne and 2-7 days to other States and Territories. Non-metro deliveries generally take 7-10 days. Of every 100 parcels I send 95 will arrive on time, 4 will be <1 week late and 1 will be 1-2 weeks late. There’s also 1 in 2500 that is lost in transit.

I understand the frustration that can be experienced when waiting for a late parcel. I am often asked to assist but there is very little I can do as there is no hotline to a courier company. Here is my advice.

• If your parcel is <1 week late - keep an eye on tracking details and wait patiently

• If your parcel is 1-2 weeks late - contact the courier via their website to request an investigation

• If your parcel is >2 weeks late - contact K Bean Coffee Machines - K Bean Coffee Machines will then contact the courier via their website to lodge a lost parcel claim.

K Bean Coffee Machines insures all parcels and is responsible for replacement of any items declared as “lost” but will not replace any item before an item is officially declared as “lost” by the courier. This is because experience shows that sending replacements almost always results in multiple goods being received.

K Bean Coffee Machines is responsible for supplying goods to the courier and you are responsible for receiving goods from the courier. If a courier returns a parcel because they are unable to deliver to a given address, K Bean Coffee Machines will re-send the parcel to your updated address after it is has been returned. K Bean Coffee Machines will not replace any goods that are in transit. This is because experience shows that sending replacements most often results in multiple goods being received. If a courier issues a re-delivery fee this will be passed on to you. To avoid fees please make sure that you are available to accept goods on delivery.

I do everything I can to get your gear to you quickly but occasionally there are delays caused by suppliers or couriers that are out of my control. Delays are rare but they happen. When buying from K Bean Coffee Machines you accept that late delivery does not provide grounds for cancellation.

If a courier delivers your parcel and has tracking to show this, K Bean Coffee Machines is not responsible for any loss from this point onward. For example, if tracking shows that a parcel has been delivered but the parcel is missing, you will need to take your own action to engage the courier directly. Also, if a parcel is signed for by another person at your address you will need to take your own action to find out who this person is and to pursue any loss. K Bean Coffee Machines is not responsible for any loss after delivery to your address.

I do everything I can to get your gear to you quickly but occasionally there are delays caused by suppliers or couriers that are out of my control. Delays are rare but they happen. When buying from K Bean Coffee Machines you accept that late delivery does not provide grounds for cancellation.

Delivery issues are always frustrating. You may feel annoyed as your “issue rate” will be 1/1 (100%). To me your issue will be perhaps a 1/100 (1%). Please understand that there is little that can be done when a parcel is delayed. Please do your best to be patient and understanding. That’s always very greatly appreciated.

Deposits and Payments

I’m occasionally asked for a refund of a deposit or a payment. This is always awkward, but please understand that I will always politely decline. The reason for this is that after I receive a deposit or a payment I will take business actions such as reserving stock, ordering new stock, bench testing equipment and organising delivery.

A deposit or a payment constitutes a contractual agreement to proceed. The only reason I will give a refund is if I cannot fulfil my end of the contract. ie, I cannot deliver on the order. Deposits and payments are non-refundable for reasons such as change-of-mind and delivery delays that are outside of my control (eg, courier delays). There is no legal requirement to offer a refund for change-of-mind as the law protects businesses as well as consumers.

Deposits and payments are also non-transferable. However, minor changes may be possible. However, it may not be possible to change the contract if a special order has been made and/or stock has been held. Please appreciate that any offer to change the contract is going above and beyond what is legally required.

Returns & Change of Mind

Return requests are tricky as there is a cost involved with every transaction. eg, sales, training, testing, packaging, delivery, liaising with suppliers (some won’t accept returns), lost opportunities, etc.

There is no legal requirement for a business to accept returns for reasons such as “change of mind” or “wrong item selected” or “found it difficult to setup” or “had a minor problem.” This is because the law protects businesses as well as consumers.

However, in some cases, but not all cases, a return may be accepted by K Bean Coffee Machines in exchange for a store credit.

• For items that are unused and in sealed packaging I may offer store credit (less a 10% re-stocking fee, less shipping). The re-stocking fee is there to cover cost and time involved with a return transaction.

• For items that have been used but are in “as new” condition I may offer store credit (less a 20% return fee, less shipping). The return fee is there because even a well cleaned item that looks “as new” is a second hand item so it cannot (and will not) be re-sold to a new customer as a new item.

Refunds are never offered so please do not ask. Please appreciate that any offer to accept a return in exchange for store credit is going above and beyond what is legally required.

Specifications

It is not uncommon to have discrepancies in components and specifications between regions. There are also occasional minor changes to components and specifications due to continuous improvement.

When you buy from K Bean Coffee Machines you accept that you are not entitled to a refund due to minor changes to components or to specifications.

Privacy

K Bean Coffee Machines respects your privacy. Information you submit will never be sold to a third party. When you buy from K Bean Coffee Machines you agree to join our mailing list. You can opt out of our mailing list at any time.

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