Last updated: 1 October 2026
1. Your statutory rights — Consumer Rights Act 2015
+
If you bought as a consumer, the goods must be of satisfactory quality, fit for purpose and as described (Consumer Rights Act 2015). If they are faulty you have the 30-day right to reject for a full refund and, thereafter, the right to repair or replacement and, where applicable, a price reduction or final right to reject. These statutory rights are free of charge, are additional to any commercial guarantee, and are not affected by these terms.
2. Commercial guarantee — Consumers (24 months)
+
In addition to your statutory rights, ECS UK provides a commercial guarantee of 24 months from delivery against manufacturing defects. This commercial guarantee is free of charge and is additional to, and does not limit, your statutory rights under the Consumer Rights Act 2015. It applies provided the product has been used under normal domestic conditions and maintained according to the manufacturer's instructions; the exclusions in section 5 apply.
3. Business customers (B2B) — 12 months
+
For business purchases (in the course of a trade, business or profession) the consumer statutory remedies and the right to cancel do not apply. Goods are covered by a commercial guarantee of 12 months from delivery against manufacturing defects; defects must be notified promptly on discovery. Our liability is limited, so far as permitted by law, to the repair or replacement of defective goods, excluding indirect or consequential loss and loss of profit.
4. What the warranty covers
+
The warranty covers lack of conformity and manufacturing defects that make the product unfit for use or non-compliant with what was agreed, present at the time of delivery and arising within the warranty period.
5. What the warranty does not cover (exclusions)
+
The warranty does not cover:
- parts subject to normal wear and consumables: gaskets, o-rings, shower screens, filters, steam wands and tips, burrs and blades when worn through use, and the like;
- damage from limescale and from incorrect, excessive or omitted descaling, and damage from the use of hard or unsoftened water: regular and correct descaling according to the manufacturer's manual is the customer's responsibility (e.g. flakes or residue forming after descaling with unsuitable products or procedures);
- damage from misuse, negligence, poor maintenance or non-compliant electrical/water supply;
- damage from modifications, tampering or repairs carried out by anyone other than ECS or personnel authorised by ECS, or with non-original parts (modifications, adaptations or repairs made or authorised by ECS do not affect the warranty);
- cosmetic damage not affecting functionality, and the normal ageing of materials;
- transport damage resulting from inadequate packaging due to the customer's negligence in a return or service shipment (see section 6).
6. Packaging for returns and warranty shipments
+
Products sent to ECS (for return, withdrawal or service) must be adequately packaged, preferably in the original packaging or in equivalent packaging suitable to protect the product during transport. Where ECS arranges the carrier, the shipment is insured and any damage in transit is handled by ECS; if the product was inadequately packaged through the customer's negligence, damage suffered during transport remains the customer's responsibility. This applies to all types of return (withdrawal, defect, warranty service). Products sent without written authorisation (RMA) will not be accepted and will be returned to sender.
7. How to make a warranty claim
+
Under the manufacturers' policies, warranty claims are handled exclusively through the authorised dealer, i.e. ECS UK; please do not send products to the manufacturer or to third-party repairers. Contact support@espressocoffeeshop.co.uk stating the order number, a description of the problem and photos or video of the defect. ECS will provide instructions and, where appropriate, a return authorisation (RMA) together with the collection details (see section 8). Do not send products without authorisation.
8. How a warranty repair works
+
ECS UK is the UK subsidiary of Espresso Coffee Shop S.r.l., our parent company in Italy. As such, warranty claims and repairs are generally carried out by sending the product back to our main service centre in Italy, unless otherwise agreed with you on a case-by-case basis.
Warranty service is handled free of charge by our service centre in Italy; we arrange collection and all customs formalities. For consumers, you pay no shipping, customs duties, VAT or handling fees for a valid warranty claim (see section 9 for claims found not to be covered). Business customers: see section 9.
Contact us as described in section 7, wait for our RMA, and we will book the collection with you. This does not affect your statutory rights under the Consumer Rights Act 2015.
9. Warranty shipping — who bears the cost
+
Consumers: for a confirmed fault under your statutory rights, repair or replacement is free of charge, including collection, customs formalities and return shipping. Should inspection establish no fault or damage excluded from the warranty (misuse, wear, limescale, inadequate packaging), the reasonable costs of collection and return shipping are borne by the customer.
B2B: outbound and return shipping costs are borne by the customer. For confirmed manufacturing defects or defective batches only, ECS may, at its discretion, cover the return leg.
10. Out-of-warranty repairs
+
After the warranty period, or for damage not covered, ECS offers a paid repair service, subject to a quote and with shipping costs borne by the customer. Contact support@espressocoffeeshop.co.uk for a quote.
