Warranty Policy
This Warranty Policy forms part of the Blackbeancoffee.africa Terms & Conditions (the “Terms”) and must be read together with them. In the event of any inconsistency, the Terms & Conditions shall prevail.
1. General Warranty Position
- All equipment supplied is sold new. We do not sell used or reconditioned equipment.
- As authorised and accredited resellers of the brands we retail, all products are covered by the applicable manufacturer’s and/or distributor’s warranties.
- Unless otherwise stated, machines and equipment are supplied with a standard 12-month carry-in warranty, valid from the date of delivery.
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A 12-month manufacturer’s carry-in warranty means:
- The manufacturer provides warranty cover for 12 months from the date of purchase or delivery
- The customer is responsible for taking (carrying in) or couriering the product to an authorised manufacturer or distributor service centre
- The warranty covers manufacturing defects only, not misuse, wear-and-tear, or accidental damage
- If a valid defect is found, the manufacturer will repair or replace the part/product (at their discretion)
2. Warranty Administration & Service Agents
- All warranties, spare parts, repairs, and technical services are honoured exclusively by supplier-appointed and authorised service agents.
- Blackbeancoffee.africa does not perform warranty repairs and is not a technical service provider for the equipment sold. We will facilitate where possible.
- All technical or warranty-related matters are referred directly to the relevant brand supplier’s technical support team for specialist assessment and assistance.
- If, following inspection or assessment by an authorised service agent, it is determined that the reported issue is the result of user error, incorrect installation, misuse, maintenance failure, or any cause other than a manufacturing or material defect, the warranty claim will be declined and the customer will be liable for all applicable call-out fees, diagnostics, labour, parts, and repair costs, where applicable. The attending technician will bill directly for payment from the client.
3. Service Agent Coverage & Location
- Supplier-appointed service agents are typically located in major centres such as Johannesburg, Pretoria & Cape Town, as well as selected regional centres.
- Coverage in outlying or remote areas may be limited.
- Where on-site support is not available due to distance, and telephonic support is insufficient, customers located more than 50 km from the nearest authorised service centre may be required to deliver or courier the equipment to the nearest appointed service agent for assessment.
4. Consumer Protection Act (CPA) – Defective Goods
- Where goods fail to comply with the Consumer Protection Act, 2008 or show a manufacturing defect, we will repair, replace, or take back the goods, subject to confirmation of the defect by the supplier. The supplier assessment will be final.
- The defect must be reported within 24 hours of becoming apparent.
- The defect must result from faulty design or manufacture.
- Goods may be required to be returned to the supplier or an authorised service agent for inspection and confirmation.
If the supplier confirms a defect:
- The cost of return carriage will be refunded; and
- The goods will be repaired or replaced at no charge.
If goods are repaired or replaced, no additional claim may be made against us under statute, common law, or otherwise in respect of the defect.
5. Installation, Use & Maintenance Requirements
- Customers must strictly adhere to the manufacturer’s recommended installation, operation, and maintenance procedures.
- Compliance with these requirements is essential to ensure optimal performance, reliability, longevity, and continued warranty validity.
- Only authorised service agents may work on equipment during the warranty period.
6. Warranty Exclusions
Warranty coverage may be rendered null and void if:
- Unauthorised repairs, modifications, or interventions are performed;
- The equipment is installed or used contrary to manufacturer specifications;
- Maintenance guidelines are not followed;
- Damage results from misuse, neglect, incorrect installation, power issues, water quality issues, or external factors outside of manufacturer control.
7. Out-of-Box Failure
- As we ship directly from suppliers and do not hold stock, out-of-box failures are handled via supplier assessment.
- In such cases, equipment may be collected and returned to the supplier or you may be directed to the nearest authorised service agent.
- If a fault is confirmed, the supplier will dispatch a replacement unit directly to the customer.
- This process may take up to 10 working days & is subject to stock availability.
- We do not provide loan or temporary replacement units.
8. Customer Responsibilities
- Ensure equipment is installed and operated in accordance with manufacturer instructions.
- Report faults promptly and accurately.
- Provide access to equipment or arrange delivery to authorised service agents where required.
9. Relationship to Other Policies
This Warranty Policy must be read together with the Returns & Refunds Policy, Shipping Policy, and Price & Payment Policy, all of which are derived from and aligned to the Terms & Conditions.
10. Contact
All warranty-related queries may be directed to:
info@blackbeancoffee.africa
