Frequently asked questions

CREDITS AND REFUNDS

Damaged Merchandise

While we strive to ensure that your purchases are protected well enough to survive a trip across the country, accidents can happen. Inspect the contents of a package as quickly as possible following receipt, even if you do not intend to immediately use the product. UPS requires that any damage should be reported within 5 business days. Once we’re aware of the damage, a member of the Customer Service department will work with you to set up its replacement order.

• What do I do if I Received a Broken Product?

  • If you believe the product you received is damaged or broken, discontinue using it and contact a member of our Customer Service team.

  • Keep all of the packaging (both shipping and manufacturers’ packaging) used to deliver the product to you. This packaging is required to process a damage claim.

• How Quickly Do I Need to Report Damage? 

  • Damaged or Lost Merchandise must be reported within 5 business days of delivery. Claims for orders or merchandise reported damaged or lost reported outside of this window cannot be processed, this is a requirement of our shipper, UPS.

• What Can I do to Help?

  • In order for our Customer Service team to file a damage claim on your behalf, we will require the following:

  • A photo or video of the damage sustained by your product

  • That the product and all of its original shipping box(es) and manufacturer packaging are located at the address to which it was originally shipped.

• I Don’t Have the Damaged Product(s) Anymore.

  • Completing a claim will require successfully recovering the damaged product prior issuing a replacement. If the product is no longer available, we will be unable to honor your request.

Defective Merchandise

In the event that you suspect that a product or products you have received may be defective, it is imperative that you first contact a member of our Technical Support team. Only after successfully diagnosing the nature of the problem can we arrange to ship replacement merchandise.

Returning and Replacing Defective Merchandise

• What Should I Do If a Product Is Malfunctioning?

  • Review the Full Overview of Manufacturer Warranty Information to determine who supports your products.

• How Long Do I Have to Report a Defective Product?

  • For products supported through other service providers, review our full overview of Manufacturer Warranty Information.

• Will My Defective Product be Replaced?

  • Defective items will be repaired or replaced according to the manufacturer’s guidelines. If the specific product is no longer available, a feature-equivalent replacement may be substituted at the discretion of the product’s authorized supporter.

• When Will My Replacement Product Ship?

  • If a product is determined to be defective and is eligible for replacement through What’s Brewing Inc., Its replacement will be placed on hold, to be released for shipping upon the safe, complete, and undamaged receipt of the original merchandise by our warehouse.

• How Will My Replacement Product be Shipped?

  • All replacements will ship by Standard Shipping unless otherwise arranged for by a representative acting on behalf of What’s Brewing Inc..  

• Who Packages My Defective Product?

  • It is the sole responsibility of the recipient to package a defective product for return shipping. What’s Brewing Inc. is not responsible for any expense associated with packaging a product for return shipment.

  • Note: Ensure that any return is adequately protected for shipment. The cost of repairing any return received damaged will be deducted from its available credit.

• Who Pays to Ship My Replacement?

  • When shipping replacement merchandise, What’s Brewing Inc. will cover the cost of Standard/Ground to destinations in the Contiguous United States. Please contact the Customer Service department should you want to choose an alternate shipping method.

• What if My Order Shipped to Alaska, Hawaii, or a US Territory?

  • While products shipped to eligible for return or replacement if found to be damaged or defective, the recipient is solely responsible for all return shipping expenses, taxes, or duties on defective merchandise.  

• What if My Order Was Shipped Outside of the United States?

  • Due to limitations in our ability to recover shipments delivered to these destinations, products shipped outside of the Contiguous United States are not eligible for return or replacement if found to be damaged or defective.

• What if I want a refund instead of a replacement?

  • If you wish to return your product for a refund in place of receiving a replacement, the returned product will be subject to inspection by a What’s Brewing Inc.-authorized technician. If the defect reported cannot be confirmed and/or is found to be due to user error, the return will be processed as a standard Merchandise Return.

  • Note: The cost of return shipping will be deducted from the total refund amount.

Lost or missing products

• Help, My Item(s) Never Arrived!

  • In some cases, orders will be split into multiple shipments with independent delivery timetables. We recommend checking your order detail page for a full list of available tracking numbers.

  • Verify that the product(s) delivered are those indicated on the packing slip included with the shipment.

  • If you have confirmed that all shipments on your order have been received but a product is missing or incomplete, please contact Customer Service.

• My shipment says it is “Delivered,” but I haven’t received it.

  • First, thoroughly check around your doors and patios for the missing package. Often times, carriers will place them around and behind other objects and furniture to keep them out-of-sight.

  • In some cases, such as orders shipped in two steps (as with our Super Saver option), shipments will often be marked as “Delivered” by UPS when they are handed over to USPS for final delivery to the destination address.

  • If the package cannot be found, contact a member of the Customer Service team to review what options are available.  

Repairs and warranty policies

• What is Covered by My Manufacturers Warranty?

  • Most manufacturers Warranties cover the cost of parts associated with repairing defects in workmanship.

• What Voids My Product’s Warranty?

  • For products supported directly by RSM , a number of circumstances, including but not limited to those listed here, will void a product’s warranty:

    • Accumulation of scale in, on or around the water circuit of an Espresso Machine,

    • Preventable clogs in grinders or dosing mechanisms,

    • Failure to adhere to the manufacturers’ recommended maintenance schedule and procedures,

    • Failure of normal wear and tear items (ex. group gaskets, wear seals, shower screens, etc.),

    • Use of the product for any purpose other than those stated by the manufacturer (e.g. commercial use of a product intended for home use)

    • Removal of the product from its intended region of use (e.g. Taking the product on vacation with you to another country, or permanently moving the product outside of the country in which it was purchased),

    • User error and/or negligence (ex. improper reassembly of parts, improper storage, etc.)

    • Damage sustained from shipping and/or handling, or damage due to any of the above circumstances.