Warranty & Repair Policy

WPM is committed to engineering excellence. Please read this policy carefully to understand what is covered, the exclusions that apply, and the steps required to make a claim.

1.    Overview & Statutory Rights

Regional Scope: This Warranty & Repair Policy applies exclusively to customers located within Europe. Standard warranty terms vary by region (for example, products purchased and used in Asia are covered by a separate 1-year standard warranty). For non-European purchases, please consult your local regional distributor for applicable local terms and support.

This voluntary manufacturer warranty is provided in addition to, and does not affect, your statutory legal rights under applicable European and national consumer protection laws against the seller from whom you purchased the appliance.

2.    Standard Warranty Coverage & Scope

Duration & Intended Use

  • Domestic Use: WPM domestic / consumer equipment is covered by a 2-year warranty (24 months) from the original date of purchase.
  • Commercial Use: Commercial machines or machines used in business, office, or high-volume environments are covered by a 1-year warranty (12 months) from the original date of purchase.

This warranty covers all parts and labour required to repair material defects or manufacturing faults that occur during normal, intended use of our espresso machines, grinders, and milk steamers.

Distributor Network & Territorial Limitations

  • Authorised Channels & Official Online Store: This warranty applies to equipment purchased directly through the official WPM European online store or an official authorised European distributor. Warranty claims must be handled through the specific authorised channel or store where the purchase was made.
  • Unauthorised Sellers & Cross-Border Imports (Void Warranty): Equipment purchased through unauthorised sellers, unauthorised third-party traders, or grey-market cross-border platforms (including, but not limited to, overseas storefronts on Tmall, Taobao, AliExpress, or eBay) is strictly excluded from European warranty coverage. Importing machines directly from non-European regions voids local warranty support, and we cannot offer free repairs, replacement parts, or technical service for products sourced through these unauthorised channels.
  • Country & Region of Purchase: This warranty is strictly valid within the country or region of original sale. If you relocate to another country or import a machine yourself, please contact a local WPM distributor for paid after-sales and maintenance support options.
  • Original Purchaser: Coverage is non-transferable and applies solely to the original end-consumer upon presentation of a valid order number or tax invoice from our official online store or an authorised partner.

3.    Warranty Exclusions

To ensure the performance and longevity of high-performance coffee equipment, strict routine maintenance is required. This warranty does not cover damages, malfunctions, or performance degradation resulting from the following circumstances:

  • Limescale & Water Quality Issues
    Damage caused by scale build-up inside boilers, thermoblocks, pumps, valves, or pipework. It is the user's responsibility to use appropriately filtered or softened water and to descale the equipment regularly according to the manufacturer’s recommendation.
  • Lack of Cleaning & Maintenance
    Failures resulting from neglected daily or weekly cleaning protocols. This includes, but is not limited to:

·         Blocked steam wands or internal component failures caused by milk residue build-up.

·         Grinder motor burnout, electrical tripping, or burr jamming caused by excessive coffee oil and grounds accumulation.

·         Blocked group heads, shower screens, or 3-way solenoid valves due to unpurged coffee residues and oils.

  • Unauthorised Modifications & Tinkering
    Any damage caused by opening the machine casing, altering firmware, bypassing safety components, or attempting self-repairs without explicit written authorisation from our technical support team.
  • Improper Use & Misuse
    Operating the equipment outside of its intended design parameters (e.g., using a domestic machine for continuous commercial service, running the pump without water in the reservoir, or grinding non-coffee materials/unroasted beans).
  • External Factors
    Damage caused by electrical power surges, improper voltage supply, lightning strikes, fire, flooding, environmental exposure, or physical impact (e.g., dropping the equipment).
  • Non-Genuine Parts & Accessories
    Any faults or physical damage arising from the installation of aftermarket components, unapproved burr sets, or third-party portafilters that damage the group head lugs or collar.

4.    Normal Wear & Tear

Certain components naturally degrade over time through standard operational friction, heat, and pressure. The following consumable items are excluded from the standard warranty unless they are found to be defective upon immediate initial receipt of the equipment:

Equipment Category

Consumable / Wear & Tear Components

Espresso Machines

Screws, Group head gaskets/O-rings, shower screens, portafilter baskets & springs, steam wand seals, water tank filters and cosmetic blemishes from daily use.

Grinders

Screws, flat and conical burrs (which dull over time based on throughput), hoppers, dosing cups, motor and gearbox (producing sound after using certain time) and rubber grinds catchers.

Milk Steamers

Screws, steam tips, internal silicone tubing and drip trays.

 

5.    Making a Warranty Claim

If your equipment develops a fault that you believe is covered under this warranty, please follow these steps to initiate a claim:

  1. Cease Use: Turn off and unplug the equipment immediately to prevent further electrical or mechanical damage.
  2. Gather Documentation: Locate your original proof of purchase (order number or invoice receipt) and the machine’s serial number (found on the rating label at the rear or base of the unit).
  3. Contact Support: Email our European support team at eu-sales@wpmcoffee.com with a detailed description of the fault. Please attach clear photos or a short video demonstrating the issue, as this drastically reduces diagnostic time.
  4. Assessment & Return Procedure: Our technical team will provide initial troubleshooting steps. If the issue cannot be resolved remotely, we will coordinate with your local authorised distributor or direct you to send the unit to an authorised European service centre for inspection and repair.

Transit Preparation Note: Before returning any machine, you must completely drain all water from water tanks / tray / internal boilers and clear all coffee beans from the grinder hopper. Equipment must be packed in sturdy, protective packaging (ideally the original box with foam inserts). Transit damage caused by inadequate user packaging is not covered by the warranty.

If inspection reveals that the fault falls under an exclusion (such as severe scale build-up or evidence of unauthorised tinkering), a detailed quote for parts, labour, and return shipping will be provided before any non-warranty repair work is undertaken.