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 unlike our competition, we are committed to offering the highest quality customer service. We are always here to help repair Jura coffee machines, and to provide the best-in-the-industry refurbished Jura coffee machine sales.
THE BREW GROUP Terms and Conditions:
We aim to provide the highest customer service possible in all our dealings, especially during your repair.
REPAIRS:
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 repairs will cost.
Repair payments
We collect all payments for repairs up-front. Please pack and ship your machine promptly, and we will repair it and get it back to you as quickly as possible. Repair refunds are only possible within 30 days of purchasing refurbishment services. 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.
"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 return shipping and completed parts and labor.
"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). 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, you must pay for return shipping and pay for completed parts and labor.
Our Warranty (90 Days of full coverage, 2 year Extended Basic Warranty):
**All machines sold by The Brew Group come with a 90 Day warranty against any fault* covering parts, labor, and roundtrip shipping. 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.
*All repairs by The Brew Group 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 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. 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. However, items which were not part of the original service repair request are covered by our extended basic warranty.
***Catastrophic Failure: If your machine experiences a catastrophic failure, 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 or any repair cost which exceeds the value of a finished machine. 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. From 91 days to 2 years, if your machine suffers a catastrophic failure, you will receive 50% of the amount you paid for the repair as credit towards the purchase of another machine from us if you donate your machine for parts.
SALES
Returns:
Coffee Machine returns: Within 30 days you can return your UNUSED machine for a refund, less original shipping and handling costs and processing fees. The buyer is responsible for return shipping costs. USED RETURNS: Within 30 days, you can return a refurbished coffee machine which has been used, less original shipping cost and processing fees, 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 return shipping costs.
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. If you aren't sure what's wrong with your Jura, don't buy parts unless you are certain you have what you need.
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group are not covered under Jura's warranty policies.
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 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.
THE BREW GROUP Terms and Conditions:
We aim to provide the highest customer service possible in all our dealings, especially during your repair.
REPAIRS:
- For all repairs, you must complete an online form at www.thebrewgroup.com/refurb.
- All items you wish to be addressed must be noted clearly in the form. We will respond with an estimate for the repair.
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 repairs will cost.
Repair payments
We collect all payments for repairs up-front. Please pack and ship your machine promptly, and we will repair it and get it back to you as quickly as possible. Repair refunds are only possible within 30 days of purchasing refurbishment services. 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.
"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 return shipping and completed parts and labor.
"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). 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, you must pay for return shipping and pay for completed parts and labor.
Our Warranty (90 Days of full coverage, 2 year Extended Basic Warranty):
**All machines sold by The Brew Group come with a 90 Day warranty against any fault* covering parts, labor, and roundtrip shipping. 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.
*All repairs by The Brew Group 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 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. 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. However, items which were not part of the original service repair request are covered by our extended basic warranty.
***Catastrophic Failure: If your machine experiences a catastrophic failure, 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 or any repair cost which exceeds the value of a finished machine. 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. From 91 days to 2 years, if your machine suffers a catastrophic failure, you will receive 50% of the amount you paid for the repair as credit towards the purchase of another machine from us if you donate your machine for parts.
SALES
Returns:
Coffee Machine returns: Within 30 days you can return your UNUSED machine for a refund, less original shipping and handling costs and processing fees. The buyer is responsible for return shipping costs. USED RETURNS: Within 30 days, you can return a refurbished coffee machine which has been used, less original shipping cost and processing fees, 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 return shipping costs.
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. If you aren't sure what's wrong with your Jura, don't buy parts unless you are certain you have what you need.
**The Brew Group is not affiliated with Jura, Inc. Machines bought by The Brew Group are not covered under Jura's warranty policies.
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 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.
