Repair Policy

This policy governs all repair services performed by Kanen Coffee. By dropping off, shipping, or authorizing repair of your machine, you agree to these terms. We believe in plain language — if something is unclear, call us at 510-850-4425.

Diagnostic Fee

All machines brought in for repair are subject to a diagnostic fee. This fee covers the time and expertise required to fully assess your machine — not just the symptom you report, but a complete evaluation of its condition.

  • The diagnostic fee is charged regardless of whether you proceed with repair
  • If you authorize and pay for the repair, the diagnostic fee is credited toward your total repair cost
  • If you decline the repair, you are responsible for the diagnostic fee only and may pick up your machine
  • Current diagnostic fee amounts are available by phone or at the shop counter

Repair Authorization

No repair work will begin without your explicit written or verbal authorization of the quoted amount. We will contact you via the phone number or email provided at drop-off with:

  • A summary of findings
  • A detailed repair quote (parts + labor)
  • An estimated completion time

If we are unable to reach you within 7 business days of completing the diagnostic, we will attempt contact a second time. Machines left without authorization response for 30 days after diagnostic may be subject to storage fees.

Warranty on Repairs

Kanen Coffee offers a 90-day warranty on all parts and labor for repairs performed in our shop.

  • If the same issue recurs within 90 days of the repair completion date, we will repair it at no charge
  • The warranty applies to the specific issue repaired — it does not cover new, unrelated failures
  • Warranty is voided by damage from misuse, unauthorized third-party repair, or damage from improper water quality (scale damage in non-descaled machines)
  • Warranty on parts is subject to the original manufacturer’s warranty terms where applicable
  • Mail-in warranty claims must be shipped prepaid to our Berkeley location

Abandoned Machine Policy

We understand life gets busy. However, we have limited storage capacity.

  • Machines not picked up within 30 days of notification of repair completion will incur a storage fee of $5/day
  • Machines not picked up or arrangements made within 90 days of notification are considered abandoned
  • Abandoned machines may be disposed of, donated, or resold to recover repair costs and storage fees
  • We will make good-faith efforts to contact you by phone and email before any machine is considered abandoned
  • Kanen Coffee is not liable for abandoned machines after the 90-day period

Payment Terms

  • Payment is due in full upon pickup of your machine (or before return shipping for mail-in customers)
  • We accept all major credit and debit cards, and cash
  • We do not offer payment plans at this time
  • Disputed charges must be raised within 10 business days of machine pickup

Mail-In Repairs & Shipping Liability

We accept machines shipped to us from customers nationwide. The following terms apply to all mail-in repairs:

  • Customer ships to us: You are responsible for proper packaging and for purchasing adequate shipping insurance. Kanen Coffee is not responsible for damage that occurs during shipping to our facility. Shipping damage claims must be filed directly with your carrier.
  • We ship back to you: We pack your repaired machine carefully and ship via a reputable carrier with tracking. We are not responsible for damage or loss that occurs during return shipping once the machine leaves our facility.
  • Insurance: We strongly recommend insuring your machine for its full replacement value. We can ship with declared value / carrier insurance on return at your request — this cost will be added to your invoice.
  • Packing instructions: See our Ship for Repair guide for detailed packing requirements. Improperly packed machines may arrive damaged and could void your shipping insurance.

Parts

  • We use OEM (original manufacturer) parts whenever available and practical
  • For machines where OEM parts are discontinued or unavailable, we use equivalent-quality aftermarket parts and will disclose this in the repair quote
  • Parts installed during a repair are covered under our 90-day warranty

Estimates

Our quotes are good-faith estimates based on diagnosis. On rare occasions, additional issues may be discovered during repair that were not apparent during diagnosis. If this occurs, we will contact you before proceeding and provide an updated quote. We will never exceed your original authorization without your approval.

Questions?

Call us at 510-850-4425 Monday–Saturday 9am–5pm, or see our FAQ page for more information.