WPM After Sales & Warranty Policy

1. General Policy & Returns

Final Sale: All products purchased via the WPM website or Hong Kong showroom are non-returnable and non-refundable.
Defective New Products: Exchanges are permitted only for manufacturing defects confirmed by a WPM technician. Claims must be filed within 7 days of receipt with the original receipt and full packaging.

2. Warranty Coverage & Duration

12-Month Limited Warranty: WPM provides a 12-month warranty from the date of purchase against functional failures in materials and workmanship.
Non-Transferable: This warranty applies only to the primary (original) purchaser and will not be extended or transferred through resale.
Verification: A valid official purchase receipt or invoice is required for all service requests.

3. Regional Restrictions & International Purchases

To ensure the highest quality of service, our warranty is strictly region-specific:

Geographic Limitation: Warranty services are only applicable in the same region where the product was originally purchased (e.g., products purchased in the HKSAR are only covered by WPM Hong Kong).
Cross-Border Service Fees: If a product is purchased in a different region and service is requested in your current region, the warranty is void. The customer must bear all costs, including:
- Round-trip shipping and logistics.
- Technical inspection and labor fees.
- Cost of replacement spare parts.
- Note: These charges apply even if the product is within its original 12-month window.

4. Exclusions

Free maintenance will be rejected if the failure is determined to be outside of manufacturing defects. This includes:

Normal Wear and Tear: Gradual deterioration of parts such as O-rings, brewing head seals, shower screens, water filters, or surface scratches and casing abrasions.
Maintenance Negligence: Blockages in the thermoblock, steam wand, or shower head due to failure to regularly clean the machine or use appropriate descalers.
Water Quality Damage: Damage caused by scale buildup or the use of water that does not meet WPM's recommended filtration standards.
User Error & Misuse: Damage from improper voltage, accidental impact (dropping/knocking), immersion in water, or use of non-original WPM accessories.
Unauthorised Service: Any product that has been disassembled, modified, or repaired by personnel not authorised by WPM.

5. Repair & Collection Process

Service Logistics: Once a repair is complete, customers may pick up the item at the WPM showroom or arrange a courier at their own expense.
Post-Repair Warranty: Replaced parts provide a 30-day warranty limited to the same failure (excluding human-caused damage).
Factory Reset: During maintenance, software settings may be restored to factory defaults. WPM is not responsible for the loss of custom settings or data.

6. Commercial Machines

Onsite maintenance service is available for commercial coffee machines: divided into one-time on-site maintenance and maintenance services.

7. Contact & Disputes

In case of any dispute, WPM reserves the right of final decision and interpretation.

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