Our promise to you: When something isn't right, we promise to make it right!
Integrity Matters to us here at The Brew Group. As we grow, we promise to conduct business with integrity. We stand behind the work we do, and we are committed to offering the highest quality customer service.
If you're reading this page, please know that we're human too! If something isn't right, or if a mistake was made, we pledge to make it right: please reach out to our friendly team at 281/791-0310 for immediate assistance. The Brew Group Team will help you find the best solution to any Jura question.
THE BREW GROUP Terms and Conditions:
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group are not covered under Jura's warranty policies, but under our own.
Please read on to hear about our policies regarding Repairs, Refunds, Returns, and Shipping Policies. Thank you!
REPAIRS
For all repairs, you must complete an online form at www.thebrewgroup.com/refurb.
Our estimates
We do our best to price the cost of a repair up-front, but because we can't see your machine in person, we give repair estimates. If we find after inspection that your machine requires work beyond the scope of our original assessment, we let you know how much the additional repair will cost will be.
"What happens if I decline additional repair costs?" If you decline to pay for additional work needed to bring your machine to working condition, the customer must pay for the completed parts and labor. We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned (RUD "returned un-done"), you must pay for all shipping and completed parts and labor (up to $175 diagnostic fee + shipping costs)
"What if my machine cannot be repaired?" On rare occasions, we find upon inspection that a machine cannot be repaired. This can happen for a variety of reasons often relating to heating elements or electrical panels, but it can be for other reasons as well. When we cannot repair a machine, the customer must pay for the parts and labor already completed (a minimum charge of $175). If you wish to have your machine returned, you must pay for return shipping and pay for completed parts and labor. Alternatively, our customers may choose to donate their machine for parts to offset the diagnostic fee. We buy unfixable Jura coffee machines for parts: In some cases we can cancel the diagnostic fee if you decide to upgrade to another refurbished machine from us and donate your unfixable Jura.
Our Warranty (90 Days of full coverage, 2 year Extended Basic Warranty):
**All Machines Purchased from The Brew Group come with a 90 Day warranty against any fault* covering parts, labor, and roundtrip shipping (for out of town customers). If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to make a warranty claim, customers must first work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group will provide shipping and correct the problem within 90 days of the ship date. Our Machines Purchases also carry a 2 year catastrophic failure warranty (see below)
*All repairs we perform come with a 90 day warranty. The warranty covers round trip shipping for any fault** that occurs within 90 days. The warranty covers all new parts installed during service. The warranty covers all items included in the original scope of work sent in your original estimate. The warranty covers the original service repair request items listed by the customer. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to make a warranty claim, customers must first work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group will provide roundtrip shipping and correct the problem within 90 days of the ship date.
*2 Year, Extended Basic Warranty for all residential machines purchased or repaired at The Brew Group. For up to 2 years from the ship date, we will cover 50% of any repair needed for your machine**, subject to the limitations below. Residential Machines only. Round trip shipping is not included.
**Warranty limitations: The customer is responsible for shipping and repair costs if the machine has been abused, misused or neglected. Any use which is not in accordance of the original intent of the manufacturer is not covered. Lack of maintenance is not covered. Foreign objects lodged in the grinder are not covered. Use of oily beans is not covered. The use of tap water is not covered. The warranty does not cover items which are omitted from your original service repair request.
***Catastrophic Failure Coverage: Our 90 day warranty and 2 year extended basic warranty provide limited coverage as defined here: A catastrophic failure is defined as a failure of the electronic panel, the failure of an unobtainable part, or any repair cost which exceeds the value of a finished machine.
REPAIRS: If your machine suffers a catastrophic failure within 90 days, you will receive a credit in the amount you paid for the repair to purchase another machine from us IF you donate your machine for parts. A refund is not possible. From 91 days to 2 years, if your machine suffers a catastrophic failure, you will receive a 50% credit for the amount you paid for the repair as credit towards the purchase of another machine from us IF you donate your machine for parts.
PURCHASED MACHINES: IF your machine suffers a catastrophic failure within 2 years of purchase, we will replace your purchased machine with another of the same model. If the same model is not available you may take the lesser of the following two options:
If you wish, you may choose to use the current value of your machine as credit towards an upgrade. The "current value" of your machine is determined by our current selling price (price may decrease over time)
Refunds
Mail Order Repair Refunds:
Please pack and ship your machine promptly. You have 30 days from the date you paid if you wish to receive a refund and cancel your repair order. After 30 days, you can use the repair credit anytime as store credit. The store credit can be used for a future repair or anything from our shop including coffee, equipment or care products. Simply reach out to our friendly team for help at 281/791-0310. AFTER 30 DAYS, WE CANNOT REFUND YOUR REFURBISHMENT COSTS OR SHIPPING COSTS IF YOU NEGLECT TO SHIP YOUR MACHINE. Please communicate with us immediately if you need to cancel or delay sending your machine.
After the repair is returned to you, all repair transactions are final.
During the repair process we install numerous parts into your machine, pay for shipping and spend about 4-8 hours repairing your machine. Those items cannot be returned or refunded. If you are dissatisfied with your machine after a repair, please reach out to a TBG Team member for assistance. We stand behind the work we do with a 90 Day full warranty including shipping and a 2 year limited warranty. If something breaks during the warranty, please seek a warranty repair or ask us about trading in for another machine. Our pledge to you: we stand behind the work we do: when something isn't right, we promise we will make it right!
Purchase Returns/Refunds:
Coffee Machine returns:
UNUSED RETURNS: Within 30 days you can return your UNUSED machine for a refund, less shipping costs (inbound and outbound) and processing fees.
USED RETURNS: Within 30 days of purchase, you can return a refurbished coffee machine which has been used, less shipping costs (inbound and outbound) plus a 10% restocking fee. This is necessary because the machine must be disassembled and sanitized before it can be resold. To return your machine, please remove all beans and water, wash the tray, and repack securely in the same box used for delivery. The buyer is responsible for ensuring that the machine arrives safely in our shop.
"WHAT if MY MACHINE ISN'T WORKING PROPERLY, MAY I RETURN IT?" You may return your machine within 30 Days for a full refund. However, it is required that you work through our troubleshooting process first. If, after assisting us to help you troubleshoot we are unable to resolve the issue, you can return it within 30 days at no cost to you. After 30 Days, returns are no longer possible. However, your purchased machine has warranty coverage as defined above. We also have a trade in program if you would like to upgrade your machine. As always, please reach out to the Team for assistance at 281/791-0310.
Care products, accessories, and parts: These items may be returned within 30 days if they are unused and in original, un-opened packaging. The buyer is responsible for the original shipping costs and return shipping costs.
SHIPPING POLICIES
Our shipping process: Before shipping a machine, we clean the machine inside and out. We vacuum the ground coffee out of the grinder. Despite our best efforts, it is quite normal to find some ground coffee in the packaging. We insure our outbound machines during shipping. Please let us know promptly if any damage occurs during shipping.
Outbound shipping insurance: For all our repairs and sales, we insure our outbound shipments and cover any damage loss to the machine. Please report damage immediately. Please read about our warranty below.
Inbound shipping: We provide inbound shipping labels for repairs. We do this for our customers' convenience. A customer may purchase their own label and insurance as well. The Brew Group is not responsible in any way for loss or damage to inbound shipments. In order to protect the property of our customers, we purchase shipping insurance to cover the machine in the events of loss or theft. For an inbound repair, that amount is equal to the value of what we pay for non-working Jura coffee machines. We do not file a claim for machine damage that occurs during shipping. Fedex rarely pays for damage due because they will say the item wasn't packed properly. The customer is solely responsible for packing the machine carefully and ensuring that the machine arrives safely. If a coffee machine is damaged during inbound shipping, we will let you know what remedies we can provide in the shop and any additional costs. The customer is responsible for the costs associated with repairing damage from shipping. Unfortunately we see many damaged machines due to poor packing. Almost all of the damaged machines were packed carelessly or did not follow directions fully. PLEASE spend time packing carefully. Guidance from the shippers: "Your package should be able to withstand a 4 foot drop".
Packing Your machine for shipment to us. We will provide full directions when you order repair service. Do not pack your machine until you have read our full instructions.
DURING THE FREEZING MONTHS OF THE YEAR: Please drain the machine before shipping as follows: Turn the machine on, empty the water tank, then put it into position. Then lift it one inch (this will fool the sensor into thinking there is water there) and then press the “hot water” button or open the steam valve for hot water. Let the machine run out of water. Turn off. Some newer models have a function in the menu to drain the machine for transport-use this if that is an option.
Oversized Shipments: If you ship a machine to us in a much larger box than needed, it can trigger a shipping surcharge. We normally pay around $60 for each residential shipment. We have been billed over $400 for a single shipment, when a customer sent in a box much too large for the job. We reserve the right to bill the customer for this shipping charge.
Integrity Matters to us here at The Brew Group. As we grow, we promise to conduct business with integrity. We stand behind the work we do, and we are committed to offering the highest quality customer service.
If you're reading this page, please know that we're human too! If something isn't right, or if a mistake was made, we pledge to make it right: please reach out to our friendly team at 281/791-0310 for immediate assistance. The Brew Group Team will help you find the best solution to any Jura question.
THE BREW GROUP Terms and Conditions:
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group are not covered under Jura's warranty policies, but under our own.
Please read on to hear about our policies regarding Repairs, Refunds, Returns, and Shipping Policies. Thank you!
REPAIRS
For all repairs, you must complete an online form at www.thebrewgroup.com/refurb.
Our estimates
We do our best to price the cost of a repair up-front, but because we can't see your machine in person, we give repair estimates. If we find after inspection that your machine requires work beyond the scope of our original assessment, we let you know how much the additional repair will cost will be.
"What happens if I decline additional repair costs?" If you decline to pay for additional work needed to bring your machine to working condition, the customer must pay for the completed parts and labor. We buy unfixable Jura coffee machines for parts: You can accept an offer from us to buy your machine. If you wish to have your machine returned (RUD "returned un-done"), you must pay for all shipping and completed parts and labor (up to $175 diagnostic fee + shipping costs)
"What if my machine cannot be repaired?" On rare occasions, we find upon inspection that a machine cannot be repaired. This can happen for a variety of reasons often relating to heating elements or electrical panels, but it can be for other reasons as well. When we cannot repair a machine, the customer must pay for the parts and labor already completed (a minimum charge of $175). If you wish to have your machine returned, you must pay for return shipping and pay for completed parts and labor. Alternatively, our customers may choose to donate their machine for parts to offset the diagnostic fee. We buy unfixable Jura coffee machines for parts: In some cases we can cancel the diagnostic fee if you decide to upgrade to another refurbished machine from us and donate your unfixable Jura.
Our Warranty (90 Days of full coverage, 2 year Extended Basic Warranty):
**All Machines Purchased from The Brew Group come with a 90 Day warranty against any fault* covering parts, labor, and roundtrip shipping (for out of town customers). If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to make a warranty claim, customers must first work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group will provide shipping and correct the problem within 90 days of the ship date. Our Machines Purchases also carry a 2 year catastrophic failure warranty (see below)
*All repairs we perform come with a 90 day warranty. The warranty covers round trip shipping for any fault** that occurs within 90 days. The warranty covers all new parts installed during service. The warranty covers all items included in the original scope of work sent in your original estimate. The warranty covers the original service repair request items listed by the customer. If a problem occurs, we often can solve the problem remotely through troubleshooting. In order to make a warranty claim, customers must first work through our troubleshooting process. If the issue cannot be resolved remotely, The Brew Group will provide roundtrip shipping and correct the problem within 90 days of the ship date.
*2 Year, Extended Basic Warranty for all residential machines purchased or repaired at The Brew Group. For up to 2 years from the ship date, we will cover 50% of any repair needed for your machine**, subject to the limitations below. Residential Machines only. Round trip shipping is not included.
**Warranty limitations: The customer is responsible for shipping and repair costs if the machine has been abused, misused or neglected. Any use which is not in accordance of the original intent of the manufacturer is not covered. Lack of maintenance is not covered. Foreign objects lodged in the grinder are not covered. Use of oily beans is not covered. The use of tap water is not covered. The warranty does not cover items which are omitted from your original service repair request.
***Catastrophic Failure Coverage: Our 90 day warranty and 2 year extended basic warranty provide limited coverage as defined here: A catastrophic failure is defined as a failure of the electronic panel, the failure of an unobtainable part, or any repair cost which exceeds the value of a finished machine.
REPAIRS: If your machine suffers a catastrophic failure within 90 days, you will receive a credit in the amount you paid for the repair to purchase another machine from us IF you donate your machine for parts. A refund is not possible. From 91 days to 2 years, if your machine suffers a catastrophic failure, you will receive a 50% credit for the amount you paid for the repair as credit towards the purchase of another machine from us IF you donate your machine for parts.
PURCHASED MACHINES: IF your machine suffers a catastrophic failure within 2 years of purchase, we will replace your purchased machine with another of the same model. If the same model is not available you may take the lesser of the following two options:
If you wish, you may choose to use the current value of your machine as credit towards an upgrade. The "current value" of your machine is determined by our current selling price (price may decrease over time)
Refunds
Mail Order Repair Refunds:
Please pack and ship your machine promptly. You have 30 days from the date you paid if you wish to receive a refund and cancel your repair order. After 30 days, you can use the repair credit anytime as store credit. The store credit can be used for a future repair or anything from our shop including coffee, equipment or care products. Simply reach out to our friendly team for help at 281/791-0310. AFTER 30 DAYS, WE CANNOT REFUND YOUR REFURBISHMENT COSTS OR SHIPPING COSTS IF YOU NEGLECT TO SHIP YOUR MACHINE. Please communicate with us immediately if you need to cancel or delay sending your machine.
After the repair is returned to you, all repair transactions are final.
During the repair process we install numerous parts into your machine, pay for shipping and spend about 4-8 hours repairing your machine. Those items cannot be returned or refunded. If you are dissatisfied with your machine after a repair, please reach out to a TBG Team member for assistance. We stand behind the work we do with a 90 Day full warranty including shipping and a 2 year limited warranty. If something breaks during the warranty, please seek a warranty repair or ask us about trading in for another machine. Our pledge to you: we stand behind the work we do: when something isn't right, we promise we will make it right!
Purchase Returns/Refunds:
Coffee Machine returns:
UNUSED RETURNS: Within 30 days you can return your UNUSED machine for a refund, less shipping costs (inbound and outbound) and processing fees.
USED RETURNS: Within 30 days of purchase, you can return a refurbished coffee machine which has been used, less shipping costs (inbound and outbound) plus a 10% restocking fee. This is necessary because the machine must be disassembled and sanitized before it can be resold. To return your machine, please remove all beans and water, wash the tray, and repack securely in the same box used for delivery. The buyer is responsible for ensuring that the machine arrives safely in our shop.
"WHAT if MY MACHINE ISN'T WORKING PROPERLY, MAY I RETURN IT?" You may return your machine within 30 Days for a full refund. However, it is required that you work through our troubleshooting process first. If, after assisting us to help you troubleshoot we are unable to resolve the issue, you can return it within 30 days at no cost to you. After 30 Days, returns are no longer possible. However, your purchased machine has warranty coverage as defined above. We also have a trade in program if you would like to upgrade your machine. As always, please reach out to the Team for assistance at 281/791-0310.
Care products, accessories, and parts: These items may be returned within 30 days if they are unused and in original, un-opened packaging. The buyer is responsible for the original shipping costs and return shipping costs.
SHIPPING POLICIES
Our shipping process: Before shipping a machine, we clean the machine inside and out. We vacuum the ground coffee out of the grinder. Despite our best efforts, it is quite normal to find some ground coffee in the packaging. We insure our outbound machines during shipping. Please let us know promptly if any damage occurs during shipping.
Outbound shipping insurance: For all our repairs and sales, we insure our outbound shipments and cover any damage loss to the machine. Please report damage immediately. Please read about our warranty below.
Inbound shipping: We provide inbound shipping labels for repairs. We do this for our customers' convenience. A customer may purchase their own label and insurance as well. The Brew Group is not responsible in any way for loss or damage to inbound shipments. In order to protect the property of our customers, we purchase shipping insurance to cover the machine in the events of loss or theft. For an inbound repair, that amount is equal to the value of what we pay for non-working Jura coffee machines. We do not file a claim for machine damage that occurs during shipping. Fedex rarely pays for damage due because they will say the item wasn't packed properly. The customer is solely responsible for packing the machine carefully and ensuring that the machine arrives safely. If a coffee machine is damaged during inbound shipping, we will let you know what remedies we can provide in the shop and any additional costs. The customer is responsible for the costs associated with repairing damage from shipping. Unfortunately we see many damaged machines due to poor packing. Almost all of the damaged machines were packed carelessly or did not follow directions fully. PLEASE spend time packing carefully. Guidance from the shippers: "Your package should be able to withstand a 4 foot drop".
Packing Your machine for shipment to us. We will provide full directions when you order repair service. Do not pack your machine until you have read our full instructions.
DURING THE FREEZING MONTHS OF THE YEAR: Please drain the machine before shipping as follows: Turn the machine on, empty the water tank, then put it into position. Then lift it one inch (this will fool the sensor into thinking there is water there) and then press the “hot water” button or open the steam valve for hot water. Let the machine run out of water. Turn off. Some newer models have a function in the menu to drain the machine for transport-use this if that is an option.
Oversized Shipments: If you ship a machine to us in a much larger box than needed, it can trigger a shipping surcharge. We normally pay around $60 for each residential shipment. We have been billed over $400 for a single shipment, when a customer sent in a box much too large for the job. We reserve the right to bill the customer for this shipping charge.
