Returns & Warranty

As many of our products are specialised coffee equipment and components, we don't generally accept returns simply because you've changed your mind, ordered the wrong product or no longer need the item.

In some circumstances, we may be able to accept a change-of-mind return at our discretion.

If we approve a return, the product must generally:

• Be unused and uninstalled.
• Be in its original, undamaged packaging.
• Include all accessories, manuals and components.
• Have all serial numbers and identifying labels intact.
• Be in resalable condition.
• Be returned within the timeframe provided by our team.
• Include proof of purchase.

Return freight and other reasonable costs may apply to approved change-of-mind returns. We'll let you know about any applicable costs before your return is approved.

Contact us as soon as possible if you need to cancel an order.

We'll do our best to help, but cancellation isn't guaranteed until we've confirmed it with you.

Standard stocked items may be cancelled before dispatch at our discretion. If an order has already been processed, picked, packed or committed with a supplier, costs that we can't recover may apply.

Special-order, imported, customised and made-to-order products generally can't be cancelled once we've committed the order with our supplier.

Once an order has been dispatched, it will generally be treated as a return request rather than an order cancellation.

Coffee machine parts and accessories can be highly model-specific.

When ordering a spare part, please provide the correct:

• Machine model
• Serial number
• Voltage
• Configuration
• Any other information requested by our team

If you're unsure whether a part is compatible with your machine, contact us before ordering and we'll help you identify the correct part.

If you provide incorrect machine information or select a part without asking us to confirm compatibility, we may not be able to accept a return simply because the part doesn't fit.

Please check your delivery as soon as reasonably possible.

If your order arrives damaged, incomplete or isn't what you ordered, contact us promptly with photos of:

• The product
• The packaging
• The shipping label

Please keep the original packaging if the product has arrived visibly damaged until we've advised that you no longer need it.

We'll work with you to investigate the issue and arrange the appropriate next step.

Please contact us before sending anything back.

Our team will confirm whether the return is eligible and provide you with the appropriate return instructions.

Where required, we'll provide a return authorisation number.

Please don't send products back without contacting us first, as unauthorised returns may be delayed while we identify and assess them.

Make sure your return is securely packaged to prevent damage during transit.

If your return is approved, refunds will generally be made to the original payment method.

Your bank or payment provider may take additional time to process the refund after we've issued it.

We don't generally offer exchanges or store credit for change of mind, but we may offer these at our discretion.

If you're entitled to a refund, replacement or other remedy under the Australian Consumer Law, those rights aren't affected by our change-of-mind policy.

Eligible CMT products are covered by a voluntary warranty of 12–24 months, depending on the product.

Your specific warranty period will be stated on your:

• Quotation
• Invoice
• Order confirmation
• Product listing
• Other written warranty documentation

Unless a longer period is specifically stated, the voluntary warranty period is 12 months from the original purchase date.

Our voluntary warranty is in addition to your rights under the Australian Consumer Law.

Our voluntary warranty covers defects in materials or workmanship that occur during normal and proper use within the applicable warranty period.

If your claim is approved, we may:

• Repair the product.
• Repair or replace the affected component.
• Provide another appropriate remedy where repair isn't reasonably practical.

Approved warranty repairs include the reasonable parts and workshop labour required to fix a covered fault at our Tullamarine workshop.

Our voluntary warranty doesn't generally cover damage or deterioration caused by:

• Normal wear and tear.
• Routine servicing or maintenance.
• Cleaning, descaling or calibration.
• Replacement of consumables and serviceable parts.
• Misuse, abuse or neglect.
• Accidental damage or impact.
• Liquid ingress.
• Unauthorised modifications or repairs.
• Incorrect installation.
• Incorrect electrical supply or voltage.
• Power surges.
• Unsuitable water pressure or drainage.
• Poor water quality or inadequate filtration.
• Scale build-up.
• Failure to follow manufacturer instructions.
• Continued use after a fault has become apparent where this causes further damage.
• Incorrect third-party repairs.
• Fire, flood, lightning or other external events.
• Environmental contamination, pests or foreign objects.

This doesn't mean a product is automatically excluded because it has experienced one of these circumstances. The relevant cause of the fault will be considered when assessing your claim.

Water Quality, Filtration & Scale

Coffee equipment relies on suitable water quality and filtration.

Damage or faults caused or contributed to by:

• Poor water quality
• Inadequate filtration
• Expired or exhausted filters
• Incorrect filter settings
• Scale build-up
• Corrosion
• Blockages
• Failure to replace filters

may not be covered by the voluntary warranty.

We may ask for information about your water filtration system, filter replacement history or water quality when assessing a claim.

Our voluntary warranty is a back-to-base warranty.

This means products requiring warranty assessment or repair will generally need to be returned to:

Coffee Machine Technologies
32 Butler Way
Tullamarine VIC 3043

The voluntary warranty doesn't generally include:

• On-site technician attendance
• Travel
• Call-out fees
• Removal or disconnection
• Freight to or from our workshop
• Reinstallation
• Recommissioning
• Plumbing or electrical work
• Lifting or other site-related costs

Where the Australian Consumer Law requires CMT to cover reasonable transport or collection costs, those rights will apply.

Some components naturally wear out or need regular replacement as part of normal machine maintenance.

These aren't generally covered by the voluntary warranty when the issue is normal wear or deterioration.

Examples include:

• Group seals and O-rings
• Shower screens and filters
• Water filters and filtration cartridges
• Cleaning and descaling products
• Grinder burrs
• Blades and cutting components
• Steam and hot-water tap seals
• Valve seals
• Hoses and fittings affected by normal wear
• Lamps and globes
• Batteries affected by normal battery life
• Portafilter baskets and handles affected by normal wear
• Cosmetic wear and scratches

If a component develops a genuine manufacturing defect, it may still be covered.

Equipment needs to be installed and operated in accordance with the manufacturer's requirements.

Where electrical, plumbing, gas or other regulated work is required, it must be completed by an appropriately licensed person.

The voluntary warranty may not cover problems caused by unsuitable installation, power supply, water pressure, drainage, ventilation or other site conditions.

Equipment should also be used within its intended capacity and duty cycle.

For example, domestic or light-duty equipment used in a high-volume commercial environment may not be covered for faults caused by use beyond its intended capacity.

Contact us before returning your machine or equipment.

We'll ask for some information so we can understand the issue and determine the best next step.

Depending on the product and fault, we may ask for:

• Proof of purchase
• Machine model
• Serial number
• Description of the fault
• Photos or video
• Error codes
• Installation information
• Maintenance history
• Water filtration information

Providing as much information as possible can help us diagnose the issue more quickly.

Receiving authorisation to return a product doesn't automatically mean the warranty claim has been approved. The product may need to be assessed first.

We may need to inspect, test or diagnose the product before confirming whether the fault is covered.

If the fault is covered by the voluntary warranty, approved workshop parts and labour will be provided in accordance with the warranty.

If the product isn't faulty or the issue isn't covered by the voluntary warranty, we may provide you with a quotation for repair, servicing or replacement.

For claims that aren't valid statutory consumer guarantee claims, reasonable assessment or diagnostic charges may apply where these have been disclosed or agreed.

Our voluntary warranty is back-to-base, so it doesn't automatically include free on-site service.

If you'd prefer an on-site technician, we may be able to arrange this at our current call-out, travel and labour rates.

If the fault is subsequently confirmed as covered by the voluntary warranty, covered workshop parts and labour will still be provided. On-site call-out, travel and other site costs remain payable unless CMT agrees otherwise or the law requires us to cover them.

A warranty claim doesn't automatically include a loan machine or replacement equipment while your product is being assessed or repaired.

If loan equipment is available, we may offer it at our discretion and subject to availability.

The voluntary warranty doesn't generally cover lost revenue, lost profit, staff downtime, substitute equipment hire or other business interruption costs, subject to rights that cannot legally be excluded.

Our voluntary warranty is additional to your rights under the Australian Consumer Law.

Nothing in this policy removes or limits a consumer guarantee or remedy that cannot legally be excluded.

Depending on the circumstances, if a product has a major failure you may have the right to a refund or replacement, as well as compensation for reasonably foreseeable loss or damage.

If a product has a minor failure, we may generally choose an appropriate remedy such as repair, replacement or refund.

• Your rights under the ACL may continue even after the voluntary warranty period has expired.
  

Some products may also come with a separate manufacturer's warranty.

Manufacturer warranty periods and conditions can vary between products.

Where CMT administers a manufacturer's warranty, we'll assist with the relevant process where appropriate.

A manufacturer's warranty doesn't replace your statutory rights against CMT where those rights apply.