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1STLI-NE EQUIPMENT, LLC

***RETURNS***

Returns accepted and refunds provided only on units deemed defective (DOES NOT INCLUDE DAMAGES BY END USER) by 1st-line Equipment, LLC and reported within first 5 days of customer receipt. End user pays return shipping as end user is responsible party for packaging and insurance.

1STLI-NE EQUIPMENT, LLC OR ITS AUTHORIZED TECH SUPPORT AGENT SOLELY DETERMINES IF THERE IS A DEFECT. TEMPERATURE, TASTE OF COFFEE, POSSIBLE ADJUSTMENTS THAT MAY BE NEEDED, LACK OF PROPER GRINDER, LACK OF FRESH COFFEE, OR INEXPERIENCE ARE NOT CONSIDERED DEFECTIVE REASONS.

Refunds can take up to 30 days from our receipt of defective return to process.

No returns AND no refunds on accessories, parts, or coffees.

***SHIPPING PROCESSES***

Shipping days do not include Saturday, Sunday, or holidays. We also do not ship on days UPS is closed. All orders must be placed by 2pm EST to be processed on the same business day.

In Stock Items General Delivery Time: Up to 10 days.
Out of Stock Items: Up to 90 days.

***RESELLER RESPONSIBILITIES REGARDING FRAUDULENT ORDERS AND SHIPMENT REDIRECTS***

1st-line Equipment, LLC will not be responsible for any fraud orders of our wholesale customers. It is the responsibility of the retailer/re-seller to validate each end user customer as well as validate payment and addresses of each end user customer. 1st-line Equipment, LLC will not be held liable for shipments with UPS showing delivered.

1st-line Equipment, LLC does not guarantee and will not be liable for shipments signed by an individual other than the recipient at the same address (ie doorman, fraudster, etc) as UPS does not obtain direct signature.

To avoid re-directs of shipments to your customer’s validated bill-to address or validated different ship-to address, 1st-line Equipment, LLC has requested to UPS that re-directs are never permissible. Unfortunately, if a ship-to address error was made on an order, 1st-line Equipment, LLC is unable to redirect the shipment to the corrected address.

In the event that a retailer discovers an order was fraudulent while the order is in transit, the retailer will be responsible for all costs associated with the order, including but not limited to labor costs, shipping fees, and intercept fees (before delivery) back to the retailer.

***RE-SELLER’S AGREEMENT TO ACQUIRE FOLLOWING AGREEMENT FROM END USERS***

a) Lack of water in the internal boiler, not just the water reservoir, can damage the heating element – these cases are not handled under warranty as this is not a defect of the machine. Customer should watch the water intake hose (where applicable) when starting for the first time to insure water is being drawn in. If not, they should stop machine immediately and call you to email us.

b) All water should be drained from internal boiler before shipping machines in freezing weather.

c) All DAMAGE claims must be reported within five (5) days of receipt/delivery and the equipment must NOT be used. Customers should not use the equipment and must keep all original packaging. Replacements for damages are charged to your account, and credit is issued upon satisfactory return of damaged shipment. Satisfactory returns must include the original accessories, original packaging, and proper packing of loose articles to avoid damage. Failure to comply will result in denial of credit to your account due to denial of payment of claim from the common carrier.

d) All Defects On Arrival (DOA) must be reported within five (5) days of receipt/delivery. Replacements for DOAs are charged to your account, and credit is issued upon satisfactory return of defective shipment. Satisfactory returns determined defective by 1st-line Equipment, LLC must include the original accessories, original packaging, and proper packing of loose articles to avoid damage. Failure to comply will result in denial of credit to your account.

e) All claims for missing item(s) and/or component(s) must be reported within five (5) days of receipt/delivery. 1st-line Equipment, LLC’s only responsibility will be to ship the missing item or component. Missing item(s) or component(s) external to the machine are not considered a defect.

***Warranty***

HOME EQUIPMENT: One year parts and labor warranty limited to manufacturer’s defect unless otherwise noted. Plumb-able machines only have a one year parts warranty and labor/tech support warranty is responsibility of selling dealer.

COMMERCIAL EQUIPMENT: One year parts only warranty limited to manufacturer’s defect. Limited technical support limited to dealer/reseller only.

PARTS: No warranty on resale parts.

Customer/retailer responsible for return shipping costs after first five (5) days after receipt/delivery. This limited warranty overrides any manufacturer warranties or warranties stated in the manufacturer’s manual. For all warranty assistance, the retailer, NOT END USER, must contact 1st-line Equipment, LLC via email with customer’s contact information, purchase date, model number, and detailed description of claimed problem. please understand we need this information as consumers try to acquire warranty assistance after the warranty period. Most customers do not have a receipt to make a claim.

Exclusions to limited warranty applicable to products as noted. The following exclusions, which are not limited to, include and apply to the product during the warranty period:

1. Expendable items and items whose damage occurs as a result of failure to follow instructions that come with the product,
2. Problems related to water damage, poor water quality, and scaling,
3. Products for which the applicable serial number has been removed or altered,
4. 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,
5. Operation of product outside the parameters stated in the user documentation that shipped with product,
6. Usage of parts not manufactured by original manufacturer,
7. Modification or service by anyone other than our authorized distributor or an authorized warranty provider,
8. Any acts of God, such as, but not limited to, lightening, flood, or fire,
9. The cost of installations or routine maintenance items, such as gaskets, o-rings, grinding burrs, and other normal wear and tear items,
10. Usage of product in a commercial environment/setting/purpose,
11. Warranty period is not transferable,
12. Shipping costs to ship product back to authorized warranty center provided,
13. On-site labor, and/or expedited shipping cost of parts to customer for self-repair, and
14. Products shipped or brought outside the United States of America
15. Cosmetic defects

 

Chris' Coffee House

MERCHANDISE CONDITION

General
  All of our espresso machines and coffee grinders are hand inspected carefully for quality assurance by either our in-house staff or by those manufacturing the product(s). Some water or coffee grounds could still remain within the product(s) you’re purchasing. This does not indicate the product(s) have been used, just that the product(s) in question have been thoroughly tested by our partners or technical staff.

SHIPPING

Damage During Shipping
 

The party shipping the damaged product is solely responsible for contacting the parcel carrier and opening a Freight Damage Claim on the shipment. If the party shipping the damaged product refuses to place a claim with the parcel’s carrier, a $50 claim processing fee will be assessed on top of all other fees identified in the Returns & Exchanges Policy.

If Chris' Coffee Service (CCS) is the shipper and your shipment contains concealed damage (damage to the product directly, not the outer packaging), it is the responsibility of the receiver to notify a CCS representative immediately. If a damage claim is able to be processed via CCS and the carrier - the receiver will be issued a pickup by the carrier as communicated by CCS. Once the first scan has been made in the tracking process and the carrier confirms receipt a replacement will be sent within two business days.

Delivery Policy
 

All merchandise received should be carefully inspected by the receiver upon delivery. If any possible damage exists on the packaging please request that the driver document either on their handheld device (UPS & FedEx) or on the bill of laiding (common carrier i.e XPO Logistics, A Duie Pyle, etc.). Send photographic proof and send immediately to Chris’ Coffee Service so an investigation can be initiated. Notify Chris’ Coffee Service if damaged, defective, malfunctioning, or missing product(s) within 5-days of delivery. DO NOT DISCARD ANY PACKING MATERIALS OR PAPERWORK CONTAINED WITHIN. Refuse any shipment that does not meet your quality standards.

My Return was Refused
 

Any product(s) that lack a valid, missing, or a non-legible RMA will be refused and returned to sender. Once the product(s) have arrived at the original destination please request a valid RMA.

Packing Your Products
 

If the original packaging has been discarded for your product(s) intended for return, have a qualified carrier such as UPS, FedEx, etc pack your product(s). Avoid using newspaper, brown cardboard paper, flexible inserts, and any other packing materials that are weakened by moisture. Only include product(s), accessories, and parts that are directly related to the issue you would like inspected by our technicians. Avoid including all items that could come dislodged and could cause damage during transit. i.e driptrays, portafilters, etc. Once your product(s) have been adequately packed, insure the items for their full replacement cost.

Shipping My Repair Or Return
 

In Warranty:
It is the full responsibility of the sender to properly package and protect the product(s) being returned. Once an RMA has been completed, a call tag will be issued from Chris’ Coffee Service to the sender. Any damage incurred by the parcel service will be reported to the shipper (Chris’ Coffee Service) where an investigation will be opened. A Chris’ Coffee Service representative will contact you within 5 business days with an update on your shipment. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

Out of Warranty:
It is the full responsibility of the shipper to properly package and protect the product(s). Any damage incurred by the parcel service will be reported to the shipper along with an estimate of repair. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

Shipping Timeframes
 

FREE SHIPPING

Merchandise eligible for our free shipping method within the contiguous United States ships within 3-days of the date of your order. The mode of shipping is subject to Chris’ Coffee Service’s judgement and no order’s shipping method will be upgraded to an expedited method.

EXPEDITED SHIPPING

Orders with expedited shipping requested by the purchaser is processed same day, Monday through Friday, before 12pm EST. Any order that has been placed after 12pm EST or outside of regular business days, as defined as Monday through Friday unless a national holiday is in effect. If orders are delayed as direct result of an act of god i.e. snow, flood, fire, etc., no refund will be issued under any circumstances. These delays are clearly listed on the carrier’s websites.

UPS Service Alerts FedEx Service Alerts

When calculating shipping times bear in mind that Saturday, Sunday, or any Holiday is not calculated as a day. i.e., your order is place on Thursday you will not receive your 2nd Day shipping until Monday.

Shipping to a P.O. Box
 

Orders under 70lbs are eligible for USPS and can be shipped to a PO box. Exceptions include but are not limited to: espresso machines, coffee grinders, etc. UPS and FedEx will not ship to a PO box.

For information regarding military shipping guidelines and requirements please refer to the USPS resource pages.

Signature Required
 

For all orders over $250 a signature is required. This is a non-negotiable requirement meant to protect the purchaser from theft and unnecessary damage to your product(s). A full waiver of liability is required to be signed if the waived signature requirement will be removed, ultimately it is the discretion of the driver. If the driver deems it unsafe to leave an item with no signature required he may not make final delivery. Contact UPS for more information.

SIGNATURE WAIVER FORM

Suggested Carriers
 

All machines should be returned utilizing the same shipping method that Chris’ Coffee Service used. If any other shipping method or shipper is used to return items - damage can ensue and Chris’ Coffee Service reserves the right to refuse the parcel and return to sender.

Chris’ Coffee Service strongly discourages using USPS. If damage is incurred during shipping, a damage claim is nearly impossible to file. If USPS is used in the return shipping of any product(s) without Chris’ Coffee Service’s explicit instruction, Chris’ Coffee Service reserves the right to refuse the parcel and return to sender.

Tracking Information
 

All tracking information is provided via email and within your account page. Review all orders and pertinent tracking information in your account. Tracking information is occasionally not provided by the carrier. Circumstances in which this is true: special shipping requests by the purchaser and the order was manually processed using USPS. Products that are shipped via a common carrier (by logistics company i.e. Old Dominion, A Duie Pyle, etc.), tracking will not be provided within your account. A Chris’ Coffee Service representative will contact you when the shipment has been arranged and palletized. A tracking number called a “pro number”, the carrier’s name and phone number, and photos of the package will be provided for tracking purposes. Make note of the photos, do not discard, these will ensure you know how the package should be received. Should the packaging appear to have any signs of “possible” internal damage: show the driver your reference photos, as sent by your Chris’ Coffee Representative, express your concerns about the “possible” damage, and ask the driver if you can physically inspect the product(s) received prior to signing. Have the driver notate any damage to the exterior of the parcel(s) and contact Chris' Coffee Service with any additional concerns.

Common Carrier Tracking

 

Warranty Service Shipping
 

During the first 30-days of your product(s) warranty, Chris’ Coffee Service is responsible for the cost of freight and shipping to our facility as well as the return to the origin location. No call tags will be issued to the shipping party. It is the shippers responsibility to sign and return an RMA to Chris’ Coffee Service prior to sending. Chris’ Coffee Service will refund your costs of shipping (please save all receipts), insure all products for the replacement value, and we will arrange return shipping after warranty service has been completed. During return shipping to the origin location the shipment will be arranged under standard UPS Ground. Additional charges for expedited shipping at the request of the warranty holder is the sole responsibility of the requester, i.e. 100% of the cost of shipping as arranged by the requester.

REPAIRS & SERVICE

General
 

Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

Non-Warranty Service
 

All non-warranty service is processed by our technical support team with work operating on an estimate basis. No work will be started unless an estimate has been approved. You will be responsible for the cost of any parts, labor, and shipping charges from the origin location to our facility and from our facility to the final destination.

Product Disposal
 

If the sender of a repair deems that the repair costs are greater than the product’s worth, Chris’ Coffee Service will dispose of the product(s) and only a $75 estimate fee will be charged. Prior to the disposal, a release form needs to be signed by the sender.

Product Disposal Release Form

Refusal of Service
 

If refusal of service has been made, for any reason, and the sender would like the product(s) returned to the origin address, the refuser will be responsible for the non-refundable diagnostics fee of $75 and the costs of shipping. The costs of shipping are defined as: shipping the product(s) from our facility to the origin location, shipping from the origin location will have already been covered by the sender i.e. owner of the product(s) being serviced.

Service Timeline
 

Service timelines are subject to parts availability. A clearly articulated timeframe will be provided upon inspection and on an estimate basis. The estimate amount will be communicated to the sender via our technical support team as soon as 3-days but no longer than 30 business days of receipt.

Warranty Service
 

Please note, the condition and symptoms of all machines received by our repair shop will be assessed by a technician to determine the eligibility for warranty repair services.

To obtain warranty service, telephone troubleshooting and basic diagnostic actions are required. Warranty service will not be processed if reasonable diagnostic actions are refused. Reasonable diagnostic actions are defined as: any request by a representative of Chris’ Coffee Service requiring basic senses (sight, sounds, smell, or touch) or a screw driver and a wrench. We insist that all original packaging is used in the return shipment of your product(s) to minimize the chances of damage during transit.

If a resolution remotely cannot be established with a qualified service technician’s assistance from Chris’ Coffee Service, the technician will provide a valid Return Merchandise Authorization (RMA). Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

WARRANTY

General
 

All warranty is void if equipment is used in a commercial application where the product(s) do not carry one or many of the following approvals: UL, NSF, UTL, ETL.

Warranty Provider
 

The warranty is provided by the seller, Chris’ Coffee Service, who is the warranty provider of all brands on our website with some exceptions for example: Baratza, Acaia, La Marzocco Linea Mini. For questions regarding warranty’s manufacturer provided as opposed to seller – contact the manufacturer directly.

What's excluded?
 
    1. Necessary service that is the direct result of scale build up IS NOT covered under warranty and is classified as misuse and abuse

    1. Preventable clogs in grinding mechanisms

    1. Failure to adhere to manufacturer recommended use (misuse and abuse)

    1. Failure to adhere to the resources provided on the product page or within our knowledge base

    1. Improper use not intended by the manufacturer i.e, machine intended for consumer use in use in a commercial application

    1. Damage sustained from shipping and handling

    1. Improper assembly

    1. Improper storage

    1. Removal of the product from the intended region of use i.e. using a 110v machine in a 220v environment

    1. Modification that alters the product manufacturers’ intent or modifications or service performed by anyone other than Chris’ Coffee Service

    1. Materials or products that are not manufactured by the product(s) manufacturer under warranty

  1. Acts of god, such as but are not limited to lightning, flood, power outages and surges, or fire.

PURCHASES, REFUNDS, AND CREDITS

Bundles
 

Bundles are defined as purchases made with greater than one product contained on the order with a product code containing "DOTW" or defined as such prior to purchase. Bundle pricing is contingent upon the total package being present. If 100% of the product(s) contained within a bundle are requested within an RMA, credit will be processed as if it were standard merchandise. After the product(s) have been received by our shipping department, a credit will be applied to the original payment method within 10 business days upon receipt.

If less than 100% of the product(s) contained within a bundle are requested within an RMA the credit processed will be less the M.A.P. pricing of all items contained within the RMA and initial shipping costs. i.e, Product(1) 2500 (M.A.P.), Product(2) 600 (M.A.P.), -300 discount for bundle, 2800 total. Purchaser wishes to return Product(1). The credited amount would be the 2800 paid minus the MAP price of the retained item Product(2) and shipping, in this example, 100. In this case 2100 would be credited.

Preorders
 

For product(s) marked with a “pre-order” availability above the product code(s), the purchasers payment method will be authorized for the full amount for 30-days. This authorization locks in the deal at the time of purchase and reserves the product(s) associated with the order. Prior to shipping, all preorder purchasers will be contacted prior to capturing all funds previously authorized. If the purchaser refuses the preorder at this time, Chris’ Coffee Service will void the authorization on the original payment method and not proceed to ship the order in question.

Rewards
 

All rewards points accrued in direct correlation to the returned or exchanged product(s) will be reversed and removed from the purchasing account upon credit to the original payment method. If the rewards points have already been redeemed prior to processing a credit of the order where rewards were earned, the credit will be less the redemption value.

Shipping Costs
 

Chris’ Coffee Service will not provide any credit or refund for costs associated shipping.

Standard Merchandise
 

Product(s) contained within the standard merchandise agreement within 30-days of the order date will be refunded the amount less the original shipping cost (incurred by Chris’ Coffee Service) of the product(s) being returned. Refunds are processed in the order in which they are received. After the product(s) have been received by our shipping department a credit will be applied to the original payment method within 10 business days upon receipt. Per the RMA agreement signed, if the product(s) returned are not in like-new quality a 20% restocking fee will be assessed.

RETURNS & EXCHANGES

Clearance

Clearance items are defined as products who have any of the following attributes:

  • A discount exceeding 20%
  • Are contained within the category "Clearance"
  • Have the word clearance included anywhere on the product page

For all products considered clearance under the aforementioned characteristics their eligibility for return or exchange is void.

Less than 30-Days

During the first 30-days from the order date of the product(s) in question, the purchaser may return all items identified as standard merchandise. Any products not defined within the standard merchandise agreement are not eligible for return and no credit will be issued.

To initiate a standard merchandise return, please call into our eCommerce sales department and sign the Return Merchandise Authorization (RMA) agreement. After the RMA Agreement has been signed and returned to the agent of Chris’ Coffee Service, follow the “shipping my repair or return” procedure. Adherence to all procedures in the RMA Agreement and shipping procedures is integral to your return arriving in the same condition as it was sent in.

Open Box

For all items classified as open box, you retain the same agreement as above with products listed as standard merchandise. One exception does apply: the return period is 15-days from order date unless otherwise specified in writing at the time of purchase with a Chris’ Coffee Service representative.

Standard Merchandise Agreement

Standard merchandise is defined as home espresso machines and coffee grinders unless otherwise noted on the product page. Items outside of the standard merchandise definition are not eligible for return. Items that could be considered non-standard and are not eligible for return include, but are not limited to, items contained within the following categories: commercial espresso, clearance, accessories, parts, coffee brewers, or coffee.

If you have questions regarding parts and accessories for compatibility or if they would be a solution to your product(s) please call or email our technical support team prior to purchase.