Warranty-Detail
Warranty, returns & refunds
What happens if something goes wrong.
Equipment carries the manufacturer’s warranty in full, handled by us here in the UAE. Coffee is not returnable, and we explain why. Everything else is set out below rather than buried.
The cover
We don’t set the warranty. The maker does — and we pass it on whole.
Every brand decides its own warranty term, and that term is what you get from us. Not a shortened version of it, and not a shop guarantee standing in its place.
It sounds obvious. It is not. Parallel importers and grey-market sellers routinely offer a shorter “shop warranty” because they have no relationship with the manufacturer and no way to claim against them. We buy direct, so the maker’s term comes with the machine.
Where to find your term
It is stated on your invoice and in the documentation in the box. If you want to know before you buy, ask us and we will tell you the exact period for that model.
When it starts
From the date on your Tajer Coffee invoice, not the date the machine was made or imported. Keep the invoice — it is what we need for any claim.
Who handles it
We do, from our service centre in Mussafah M40. You are not shipping a machine to Europe and waiting two months to hear back.
Commercial use of domestic equipmentEquipment sold for home use that ends up in a cafe, office or hotel is not covered, whatever the stated term. Domestic machines are not built for that duty cycle and the manufacturer will decline the claim. If you are fitting out a business, talk to us first and we will specify equipment warranted for it.
Glassware, ceramics and accessoriesThese carry no warranty period in the ordinary sense. They are checked on delivery instead — if something arrives broken or flawed, tell us within 48 hours and we will replace it.
The detail
What is and is not covered
Covered
- Manufacturing defects in materials or workmanship
- Component failure under normal, intended use
- Electrical and electronic faults not caused by supply issues
- Parts and labour at our own service centre
- Faults present on arrival, reported within 48 hours
Not covered
- Scale and mineral damage from untreated water
- Wear items: gaskets, seals, filters, burrs, shower screens
- Cosmetic marks, scratches and discolouration from use
- Damage from drops, impact, liquid ingress or misuse
- Work carried out by anyone other than us or an authorised centre
- Machines opened, modified or tampered with
- Damage from incorrect voltage or unstable power supply
- Equipment bought outside the UAE or from another seller
Water is the one that catches people outLimescale damage is the single most common reason a warranty claim is refused across the industry, and it is entirely preventable. Use filtered water from day one. We sell treatment for every machine we carry and will tell you which one you need.
If something fails
Making a warranty claim
Message us before you do anything else
WhatsApp +971 50 388 4322 or email sales@tajercoffee.ae with your order number, the model, and a short video of the fault. A surprising number of problems are solved at this step without the machine leaving your counter.
We confirm whether it is a warranty matter
We will tell you honestly. If it falls outside warranty we will say so upfront, along with what a repair would cost, before anything is booked in.
Bring it in or book a collection
Equipment is assessed at our Mussafah M40 service centre. For commercial installations we will usually come to you.
Repair, replacement or refund
Valid claims are repaired at no cost to you. Where a repair is not possible we will replace the item, and where neither is possible we will refund it.
Keep your invoice. Proof of purchase from Tajer Coffee is required for every claim, and warranty cover is not transferable to a second owner.
Returns
We are strict about this, and here is why
We are a specialist, not a warehouse. We keep prices where they are by not absorbing the cost of equipment that comes back opened, used and unsellable. So we would rather spend twenty minutes helping you choose correctly than process a return afterwards. Ask us first — that offer is genuine.
We will accept a return
- The item arrived damaged or faulty, reported within 48 hours
- We sent the wrong item
- The item is unused, unopened and in its original sealed packaging
We will not accept a return
- Coffee, pods, syrups or any consumable — ever
- Equipment that has been used, run with water, or had coffee through it
- Items with opened, marked or missing original packaging
- Anything reported more than 7 days after delivery
- Special orders and items brought in specifically for you
- Clearance, ex-display and final-sale items
The terms, plainly
- 7 days. Return requests must reach us within 7 days of delivery. Damage and faults must be reported within 48 hours.
- Approval first. Contact us before sending anything back. Unapproved returns will be refused on arrival.
- Restocking fee. Approved change-of-mind returns carry a 20% restocking fee. This does not apply where the item was faulty or we made the error.
- Return shipping. At your cost for change of mind. At our cost where the item was faulty or incorrectly supplied.
- Condition. Returned goods must arrive in saleable condition with all accessories, manuals and packaging. We reserve the right to refuse or reduce a refund where this is not met.
- Refunds. Issued to the original payment method once the item has been received and inspected, normally within 14 days. Original shipping charges are not refunded.
Your statutory rightsNothing in this policy affects the rights you have under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations. Where those rights give you more than this policy does, those rights apply.
Coffee, pods & consumables
Coffee cannot be returned. Ever.
Roasted coffee is a perishable food product. Once a bag leaves our shop we cannot verify how it has been stored, and we will not resell something we cannot vouch for. The same applies to pods, syrups, milk alternatives, cleaning chemicals and water filter cartridges.
This is not us being difficult. It is the only honest position for a shop that sells coffee it expects you to enjoy.
What we will do instead
If a bag is genuinely wrong — stale on arrival, damaged in transit, past its roast window, or simply not the coffee described on the page — tell us within 48 hours with a photo of the bag and its roast date. We will replace it or refund it, no argument.
And if you are unsure what to order, message us before you buy. We will ask how you brew and point you at something you will actually finish. That conversation costs nothing and prevents almost every complaint we get about coffee.
Questions
The ones we are asked most
How do I know what warranty my machine has?
It is the manufacturer’s own term, stated on your invoice and in the box. Ask us before you buy and we will tell you the exact period for that model — we would rather you knew upfront.
I bought the machine abroad. Can you still service it?
We can often repair it as a paid service, especially if it is a brand we carry and hold parts for. It will not be covered by warranty through us, because that cover sits with the seller you bought it from.
Does using third-party parts void my warranty?
Fitting non-approved parts, or having work done by an unauthorised repairer, will void the manufacturer warranty. Ask us before changing anything internal.
The box was damaged but the item looks fine. What now?
Photograph the box before you unpack it, and tell us within 48 hours even if the contents seem undamaged. Carrier claims are almost impossible to raise later, and hidden damage is common.
Can I exchange rather than return?
Where the item qualifies for return, yes, and we will usually prefer it. Talk to us and we will work out the difference.
How long do repairs take?
Most in-warranty repairs are done within a week because we hold parts locally. Where a part has to come from the manufacturer we will give you a realistic timeframe rather than an optimistic one.
Something wrong, or not sure before you buy?
Both conversations are welcome, and the second one saves everybody trouble.