What are your merchandise repair guidelines?

Ensuring the safe and efficient transit of your machine to our repair facility is crucial to maintaining its condition. We kindly request that you adhere to the following guidelines when sending your machine in for repair:

1. Cleaning your machine:

  • Before packaging your machine for shipment, please make sure it is thoroughly cleaned. Remove any loose beans, coffee grounds, or residue, and ensure the machine is as dry as possible. You can use a damp cloth to wipe the exterior to remove dirt and grime. This not only maintains hygiene but also aids our technicians in diagnosing any issues efficiently.

2. Draining your machine (if applicable):

  • If your machine has a water reservoir or boiler, it is your responsibility to ensure that all water is properly drained from these components before packaging. Failure to do so may result in damage, and you may be held responsible for parts and labor required for repairs. Please consult your owner's manual for guidance on this process.
  • If your machine is unable to power on or dispense water, we understand complete draining may not be possible. In such cases, please ensure the machine is thoroughly dried before packaging to minimize the risk of damage.

3. Remove parts and accessories:

  • Refer to your user's manual to properly remove any parts or accessories from your machine. To prevent damage during transit, please remove any items that are unrelated to the requested repair services or the issues you have described. Note: Whole Latte Love is not liable for any lost or damaged accessories that were sent with the machine without request. The following parts should be removed unless they are directly related to the issue and requested to be included by your agent:
    • Portafilter and baskets (for semi-automatic and prosumer machines)
    • Drip tray and cup grid
    • Frothing wand or removable steam accessories
    • Water reservoir, lid, and any loose-fitting body panels
    • Detachable Power cords

4. Secure packaging:

    • Important Note: It is crucial to make sure that the box your machine is shipped in has a BMC Stamp on the bottom and that this stamp is not covered. The manufacturers box does not have a BMC, so there must be an over box. The BMC certifies that the box is adequate for shipping the contents. The BMC states the gross weight limit. Be sure the limit is not less than the weight of the machine. If your machine is damaged during shipping and these guidelines are not followed, you will most likely not win a claim with the shipper. Here is an example of the BMC:

    BMC Photo.png

  • It is your responsibility to ensure that your machine is packaged securely to minimize the risk of damage during transit. Please assume that the shipping carrier may not handle your machine delicately, so it is crucial to protect it appropriately.
  • Whenever possible, we strongly recommend reusing the original manufacturer's packaging, including the manufacturer's box and any larger over-box. Note: All packaging materials are disposed of during the receiving process at our warehouse with no exceptions. Your machine will be returned in a double-walled single box using custom forms made for your machine. 
  • If you do not have the original packaging, you can purchase packaging materials from us for a cost of $40.00. Alternatively, you can double-box your machine and cushion it with several inches of sturdy packing material on all sides to prevent damage.
  • Recommended packing materials include:
    • Original manufacturer's packaging and shipping over-boxes
    • Bubble wrap
    • Molded/fitted Styrofoam inserts
    • Rigid foam wrapping
  • Avoid using the following materials:
    • Packing peanuts
    • Inflated airbags
    • Flexible or non-rigid cardboard inserts
    • Brown packing paper, newsprint, or materials weakened by moisture

5. Use a traceable carrier:

Choose a reputable shipping carrier that provides a traceable tracking number for your shipment. This will enable you to monitor the progress and location of your package during transit.

6. Fully insure your shipment:

We strongly recommend purchasing shipping insurance for your package based on its complete replacement value before shipping it. Whole Latte Love is not liable for any losses incurred due to shipping damage, loss of merchandise, or any other costs associated with shipping.

7. Damaged shipments:

In the event that your package is damaged during transit, it is the responsibility of the shipping carrier to file a damage claim. Please be aware that you need to file this claim within the time frame specified by the carrier used. Whole Latte Love does not assume responsibility for items lost or damaged during transit.

If your product arrives at our shop damaged, we can provide a damage estimate at your request.

8. Shipping with a repair authorization number:

If your machine requires service repair, we will issue a Repair Authorization and provide Repair Guidelines. To ensure the efficient processing of your repair, please ensure that the Repair Authorization Number is clearly marked on the outside of the box.

We appreciate your cooperation in following these merchandise repair guidelines. Your adherence to these instructions will help ensure the safe transport and effective repair of your machine. If you have any questions or require further assistance, please do not hesitate to contact our customer support team.

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