Troubleshooting Before bringing a machine in for repair, we will trouble shoot with you when appropriate. When troubleshooting the issue over the phone, we ask that you are in front of the machine and are able to perform basic actions. If we are unable to resolve the issue over the phone, you will be provided information on how to deliver the machine to our repair center. Do not send your equipment to us for repair without contacting us first to diagnose and setup an authorization. All equipment shipped without a valid authorization are subject to refusal at our warehouse. What's Covered? The warranty covers parts and labor required to repair the machine and any mechanical or electrical components (including, but not limited to, control boards, pumps, boilers, wiring, brew groups, hoses or motors) from defect or failure under normal use conditions. The warranty includes free return shipping to any location within the continental US. Customer must pay to ship the machine to our repair center if necessary. What isn't Covered? Warranty troubleshooting and repair does not apply to the following: Any defect arising from the misue of the machine, including but not limited to: • Not properly refilling the boiler during brewing and steaming processes, resulting in burnt out components • Excess scale buildup from unfiltered or hard water • Lack of regular thorough cleaning of the milk frothing components • Lack of regular maintenance of the machines' brew head • Damaged internal components from improper descaling • Use of non-commercial/household equipment in a commercial environment. Regular maintenance including, but not limited to: • Descaling • Thorough cleaning of the milk frothing components • Back-flushing Normal wear and tear on the machine, including but not limited to: • Replacement of gaskets • Scratches, dents or other surface marring of any components Shipping to Alaska, Hawaii, APO/military addresses or outside of the US is not covered by the warranty; in these cases, the customer is responsible for shipping costs in both directions. How Long Will it Take for a Warranty Repair? Once we receive your machine in our repair center, we commit to repairing and returning the machine to you within 30 business days.