Warranty Policy

Effective Date: 1 January 2026

At BEAR COFFEE PTY LTD, we stand behind the quality of our coffee machines, grinders, and spare parts. This Warranty Policy explains your rights, our obligations, and the procedures for making a warranty claim. It is fully compliant with the Australian Consumer Law (ACL) and provides transparency for international customers.

1. Scope of Warranty

a. Covered Products
This warranty applies to all products purchased from BEAR COFFEE PTY LTD, including:

  • Coffee Machines: Quick Mill, La Marzocco, Rocket, ECM, Rancilio, Gaggia, Isomac, Bezzera, Nuova Simonelli
  • Coffee Grinders: Mazzer, Quamar, Rancilio
  • Spare Parts & Components: Group seals, PID kits, solenoids, heating elements, control boards, steam valves, and other compatible parts

b. What the Warranty Covers

  • Defects in materials or workmanship under normal use
  • Manufacturing faults that impair function
  • Components that fail within the specified warranty period

c. What the Warranty Does NOT Cover

  • Damage caused by misuse, negligence, accident, or unauthorized repairs
  • Cosmetic damage (scratches, dents, discoloration)
  • Consumables (e.g., gaskets, seals, filters) unless defective upon delivery
  • Damage due to improper installation or maintenance

2. Warranty Period

  • Coffee Machines & Grinders: 12 months from the date of purchase
  • Spare Parts & Components: 6 months from the date of purchase

International customers’ warranty periods are the same; shipping time does not extend the warranty period.

3. Australian Consumer Law (ACL) Rights

Under the ACL, you have statutory guarantees for goods purchased in Australia.

These guarantees include the right to:

  • Repair, replacement, or refund for defective or unsafe goods
  • Goods that are of acceptable quality, fit for purpose, and match the description

This warranty does not limit, restrict, or replace your statutory rights under ACL.

4. How to Make a Warranty Claim

Step 1: Contact Us
Email: info@bearcoffeemachine.com.au
Include:

  • Order number and purchase date
  • Product name and model
  • Detailed description of the issue
  • Clear photos or videos of the defect

Step 2: Return Authorization

  • Our team will review your claim and issue a Return Authorization Number (RAN)
  • Do not return items without an RAN; unapproved returns may be refused

Step 3: Return the Product

  • Package the product securely using original packaging if possible
  • For international returns, ensure you use trackable shipping
  • Customers are generally responsible for return shipping costs unless the item is defective

Step 4: Inspection & Resolution

We will inspect the returned item to verify the defect

Eligible claims will be resolved via:

  • Repair, or
  • Replacement, or
  • Refund (depending on product availability and ACL requirements)

5. Refunds & Replacements

  • Refunds will be issued to the original payment method
  • Processing time: within 7 business days (Mon - Sat) after verifying the defect
  • Replacements will be shipped at no additional cost
  • For international customers, shipping time and customs may apply

6. Customer Responsibilities

  • Follow warranty claim procedures precisely
  • Provide accurate information and evidence of the defect
  • Use and maintain products as per manufacturer instructions
  • Retain original purchase documentation

7. Our Responsibilities

  • Process warranty claims promptly and transparently
  • Inspect defective items fairly and objectively
  • Comply with Australian Consumer Law and applicable international obligations
  • Communicate clearly about claim status and resolution

8. Limitations & Exclusions

Warranty does not cover:

  • Normal wear and tear
  • Damage from shipping after delivery
  • Damage caused by improper installation, unauthorized modifications, or abuse

Warranty is void if the product is repaired by an unauthorized party or used outside intended purpose

9. International Customers

  • Warranty applies to international orders but shipping costs for returns are the customer’s responsibility unless the item is defective or incorrect
  • Customers are responsible for customs, import taxes, and compliance with local laws

10. Contact Information

Registered Company Name: BEAR COFFEE PTY LTD 

ACN: 668 276 462

ABN: 67 668 276 462

Registered address: Unit 4/1 Bluegum Way, Menai, NSW, 2234, Australia

Email: info@bearcoffeemachine.com.au

Phone: +61 452 293 886

Live Chat: Available on the website

Business Hours: Monday–Friday: 9:00 AM–5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Saturday: 10:00 AM – 2:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Sunday: Closed

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