Warranty Policy

At Espressimo, we stand behind the products we sell and aim to make genuine product issues straightforward to resolve.

This Warranty Policy explains Espressimo’s express warranty support for products purchased directly from Espressimo, including how we handle product faults, manufacturing defects, and warranty claims.

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under law.

Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

What this policy covers

This policy covers defects in materials or workmanship that arise under normal intended use of the product during the applicable express warranty period.

Depending on the product and the nature of the issue, Espressimo may provide one or more of the following:

  • troubleshooting and setup guidance
  • replacement parts
  • repair
  • replacement product
  • refund
  • another appropriate remedy consistent with Australian Consumer Law

The remedy available will depend on the circumstances, including whether the problem is minor or major under Australian Consumer Law.

What this policy does not cover

This policy does not cover problems arising from:

  • misuse, abuse, neglect, or careless handling
  • accidental damage
  • improper installation, incorrect setup, or use contrary to supplied instructions
  • unsuitable power supply, voltage issues, use with incompatible accessories, or commercial or non-household use where the product is sold for household use
  • failure to carry out reasonable cleaning or maintenance
  • blockages, scale buildup, contamination, or corrosion to the extent caused by poor water quality, poor cleaning, lack of maintenance, misuse, or failure to follow supplied care instructions
  • cosmetic damage that does not affect function, including scratches, dents, finish wear, or staining occurring after delivery
  • normal wear and tear
  • consumables and routine replacement items, except where they are faulty on arrival or fail due to a manufacturing defect
  • unauthorized disassembly, modification, repair, or alteration
  • damage caused during handling by anyone other than Espressimo or its approved service partners after delivery

Warranty period

The express warranty period for each product is the warranty period stated on the relevant product page, included documentation, or other written material provided by Espressimo at the time of sale.

If no separate express warranty period is stated, your rights under Australian Consumer Law may still apply based on the product, price, and what a reasonable consumer would expect.

Dead on arrival or early fault reporting

If your product arrives damaged, incomplete, non-functional, or develops an obvious fault shortly after delivery, please contact Espressimo as soon as possible.

Prompt reporting helps us assess the issue quickly and, where appropriate, provide a faster resolution.

How to make a warranty claim

To request warranty support, please contact Espressimo with:

  • your order number
  • your full name and contact details
  • the product name and model
  • a clear description of the issue
  • photos and/or a short video showing the problem where possible
  • confirmation of any troubleshooting steps already attempted

If further information is reasonably required to assess the issue, we may ask you to provide it before confirming the next step.

Assessment process

Espressimo may first provide troubleshooting steps to determine whether the issue can be resolved without return, repair, or replacement.

Where necessary, we may require:

  • additional photos or videos
  • proof of purchase
  • return of the product or affected part for inspection
  • reasonable cooperation with diagnostic steps

We reserve the right to inspect the product, or have it inspected, before determining the appropriate remedy.

Return, repair, replacement, or refund

If a product fault is confirmed, Espressimo will provide an appropriate remedy based on the nature of the issue and our obligations under Australian Consumer Law.

For minor problems, this may include repair or replacement within a reasonable time.

For major failures, you may be entitled to reject the goods and choose a refund or replacement, in accordance with Australian Consumer Law.

Where a repair is provided, repaired or replacement goods may be new, refurbished, reconditioned, or made from serviceable used parts where permitted by law and appropriate to the remedy.

Shipping and claim costs

If Espressimo confirms that a product has a valid warranty issue, Espressimo will advise the customer of the approved return, repair, replacement, or collection process.

Where required by Australian Consumer Law, Espressimo will bear reasonable shipping, transport, return, or inspection costs associated with a valid claim.

Customers should not arrange return shipping or repairs without prior approval, unless otherwise required by law.

If inspection shows the issue is not covered by this policy or Australian Consumer Law, the customer may be responsible for reasonable transport, inspection, or repair costs where permitted by law and clearly communicated before proceeding.

Spare parts and practical support

Espressimo aims to support the machines we sell with practical after-sales assistance and, where possible, spare parts availability.

Availability of specific parts may vary over time and by supplier. Where an exact part is not available, Espressimo will work with the customer to identify an appropriate next step.

Exclusions and non-transferability

Unless required by law, Espressimo’s express warranty applies only to the original purchaser and only to products purchased directly from Espressimo.

Products purchased through unauthorized resellers, private sales, or second-hand channels may not be eligible for support under this express warranty, although non-excludable rights under law may still apply where relevant.

When a claim may be declined

Espressimo may decline a claim under this express warranty where there is evidence that:

  • the product was used in a way it was not reasonably intended to be used
  • the reported issue was caused by external factors outside the product itself
  • the customer has continued to use the product after a fault became apparent in a way that worsened the damage
  • identifying labels, serial numbers, or proof of purchase have been removed, altered, or cannot be reasonably verified

Nothing in this section limits any rights you may have under Australian Consumer Law.

Warranty claims contact

For warranty claims or product support, please contact:

Espressimo

support@espressimo.com.au