Warranty Policy

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Last updated: January, 2025

At Merakitech Limited, we want to ensure we provide great service to our customers. For this purpose, we have prepared a Warranty Statement to inform you of our procedures and how we intend to handle warranty requests. Please note that the following statement applies only to individual customers.

To ensure a smooth process for warranty support, please properly keep your purchase receipt, invoice, and other relevant paperwork for your Merakitech Limited product as proof of purchase for any future service inquiries. This will help us provide fast and efficient service in case of a warranty claim. Please note that only purchase receipts issued by Merakitech Limited or distributors authorized by Merakitech Limited are valid for warranty. All refunds, returns, and replacements will only be processed after the original products have been received and inspected at our local warehouse.

Any warranty case must be submitted via our official support email : service@merakitech.com.

Please note that all return requests must be submitted to our official customer support first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost.

Documentation needed for a warranty service:

Purchase receipt, invoice, and other relevant paperwork.

A brief description of the product issue along with clear evidence of its presence (e.g., photos, videos, and log files where relevant).

The following policy terms will not affect any other rights you are entitled to under the applicable laws of your state or jurisdiction.

If the product is purchased on a third-party website or via other purchasing channels such as a retail purchaser (“Resellers”), you shall follow their individual return and exchange policies.

Coffee Machine Packaging

The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. Merakitech Limited will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.

Return and Refund Policy

We are happy to accept your request for return service in any of the following circumstances:

Within 14 calendar days of receiving a product which has critical failures, manufacturing defects, or any functionality issues.
Within 14 calendar days of receiving a product which has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to Merakitech Limited.
Within 14 calendar days of receiving a product which is unopened, unactivated, and is still in its new condition.

If you return a product based on a reported issue, the product will be inspected before the refund is processed. If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by Merakitech Limited, Merakitech Limited will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.

Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.

We will deduct related costs for any missing parts, such as tamping station, portfilter baskets, coffee distributor and other accessories, from the total refund amount.

You should bear all the shipping charges caused if you request to return a non-defective item such as a clogged hotend/extruder, within 14 calendar days of receiving the product.

Unfortunately, Merakitech Limited will not provide return service under any of the following circumstances:

The return/refund request is beyond 14 calendar days of receiving a product.
The received product has missing accessories, machine parts, manuals, or any items which are included in the original package.
The received product contains accessories, machine parts, manuals, or any item which has external damage, such as cracks, dents or scratches. Confirmed logistics damage are not considered in this scenario.
Merakitech Limited identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by user's error, such as dropping to the ground, supplying wrong voltages, operational error, etc.
The product is found to have no defects after all appropriate tests are conducted by Merakitech Limited.
The purchase receipt, invoice, or other relevant paperwork is not provided, or is reasonably believed to have been forged or tampered with.
If the product is confirmed to be non-refundable, customers can request defective products to be shipped back. Customers will need to bear the return shipping cost.
Please note that once we have agreed to a return, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of right to return.

Replacement Policy

We are happy to provide you with replacement service in any of the following circumstances that occur:

Within 30 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided always that the proof of damage issued by the carrier can be provided to Merakitech Limited.
Within 30 calendar days of receiving the product, if you receive the wrong product.
Within 30 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.

Please note that the warranty period for the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge.

If you have requested an exchange, related fees and costs must be paid and received by Merakitech Limited before new items are shipped.

Please note that once we have agreed to a replacement, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of your right to the replacement.

Merakitech Limited will not provide replacement service in any of the following circumstances:

The request for a replacement is submitted 30 calendar days after receiving the product.
The received product does not include all original packaging, accessories, cables, filaments, manuals, or any items which are not new or in like-new condition, i.e., with cracks, dents, or scratches.
A product sent to Merakitech Limited for replacement does not include all original accessories, attachments, or contains items damaged by user error.
Merakitech Limited identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, water damage, etc.
The product is found to have no defects after all appropriate tests are conducted by Merakitech Limited. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.
The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been forged or tampered with.
Proof of damage during the transit issued by the carrier cannot be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.
Products that are damaged due to force majeure including fire, floods, lightning strikes, traffic accidents, etc.

Repair Policy

Our support team is ready to assist you with any issues that you might have with our products.

Merakitech Limited will gladly provide warranty service if the product is under the warranty window but has the following performance failures:

The product is normally used but has non-customer induced damages or failures.
The product has function failures due to manufacturing errors or workmanship.

Merakitech Limited is unable to provide repair for your product in the following circumstances:

The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during transit cannot be provided.
The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.
The damage is caused by operating the product outside the permitted or intended uses described by Merakitech Limited.
The product or part that has been modified to significantly alter functionality or capability without the written permission of Merakitech Limited.
Product labels, serial numbers, waterproof marks, etc., show signs of tampering or alteration.
A legal proof of purchase from Merakitech Limited, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence product performance.

Additional Considerations

1. Failure to submit requests within the aforementioned period will be deemed as a waiver of your right to return/replace the product unless you can clearly and sufficiently prove to us that you were not able to submit the request in a timely manner due to extraordinary circumstances.

2. The report of non-receipt of the product must be submitted within 30 calendar days after the date of shipment. Merakitech Limited does not process claims submitted after this deadline.

3. Merakitech Limited does not support cross-regional service. If the customer takes the product to another country/region and claims for a service, the customer will need to bear all related costs, such as repair costs and shipping costs. If unauthorized service centers perform service without approval from Merakitech Limited, the warranty will become invalid.

4. In case we have provided a replacement part, the warranty does not reset, and the original warranty period still applies.

5. In case you have sent a product back to us for repair and replacement, the warranty duration is "paused" during the time it is on the way back to us, in repair and replacement, and on its way back to you. In other words, the warranty is extended by the number of days that the product is gone for repair and replacement.

6. If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risk. Please open a ticket first for support and do repairs only if instructed by the customer support team.

7. Within the warranty period, installation by DIY (Do-it-yourself) of free replacements would be implemented after confirmation from Merakitech Limited. The above method of maintenance is part of the warranty of the products available for repair.

8. If the product is damaged due to the use of third-party accessories, or if the third-party accessories are damaged due to the product, the damaged parts of the product and the third-party accessories will not be covered by the warranty. Damages caused by the use of unofficial firmware and/or modifying/updating firmware with unofficial tools or methods are also not covered under the warranty terms.

9. The entire range of Merakitech Limited's coffee machines has strict regional usage restrictions. Please purchase the corresponding version of the product according to your country or region before making a purchase.

Warranty Period

Merakitech Limited offers a 2-year limited warranty. The general warranty period starts from the date of receiving the product from the original customer.

The warranty period for Return & Refund Service, Replacement Service, and Repair Service may vary with regards to your product, the part experiencing issues, or the country of purchase.

Accessory Parts with No Warranty

“Consumables” are defined herein as disposable items, parts, or components of the product which are inherently subject to deterioration and wear out during the normal operation of the product.

Consumable parts include but are not limited to:

Barista towel

Coffee beans

These items don't have a warranty period, but we are happy to provide you with a purchase link to the coffee beans and TWW coffee profiles on our official website to enable your future purchases and/or subscriptions. The decision of replacement for these items will be at Merakitech Limited's discretion and the decision will be final.

Warranty in Other Regions

For consumers, who are covered by consumer protection laws or regulations in their country of purchase or, if different from our stated warranty period, the benefits conferred by Merakitech Limited's Limited Warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to the rights described above.

If local consumer regulations specify an official warranty period differs from our current official policy, the longer warranty period will apply. We adhere to local warranty requirements accordingly to support our customers.

Amendment

“We reserve the right to modify this policy to reflect updates or changes at any time. We will use commercially reasonable efforts to generally notify you of any change to this policy at least 14 days before the effective date of the new version, such as through publishing the new version on the websites, however, you should look at this policy regularly to check for such changes. We will also update the “Last Updated” date at the top of this policy, which reflects the effective date of such policy. Your continued access or use of the services or products after the date of this policy constitutes your acceptance of the new policy. If you do not agree with the new policy, you must stop accessing or using services or products.

*For order cancellation and shipping policy, you may refer to our official webstore.

*Merakitech Limited reserves the final right of interpretation for the above service policy.

At Meraki, we are committed to providing high-quality products that you can trust. Our warranty policy ensures peace of mind and support for your purchase of the Meraki Espresso Machine.

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