Warranty Policy-EU
At Gemilai, we are committed to providing reliable products and professional customer support. This Warranty Policy applies to products purchased through our official online store.
1. Two-Year Limited Product Warranty
Gemilai provides a two (2) year limited warranty from the date of the original retail purchase made through our official online store.
This warranty covers defects in materials and workmanship that occur under normal household use during the warranty period.
This commercial warranty applies only to the original purchaser and is not transferable to any subsequent purchaser or recipient of the product.
Paid extended warranties are currently not available.
2. Your Statutory Rights in the European Union
If you are a consumer located in the European Union, this commercial warranty is provided in addition to your statutory rights under applicable consumer protection laws.
Under EU consumer protection rules, products must conform to the sales contract and be free from defects. You may have legal guarantee rights regarding defective products, which are separate from and not affected by this commercial warranty.
Nothing in this Warranty Policy limits or excludes your statutory consumer rights.
3. Warranty Coverage
During the warranty period, Gemilai will provide warranty service for products that experience functional failures caused by defects in materials or workmanship under normal use.
Depending on the nature of the issue and applicable legal requirements, Gemilai may provide one of the following remedies:
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Repair the product using new or refurbished parts;
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Replace the product with a new or refurbished product of the same or comparable model;
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Provide an appropriate refund where applicable.
Replacement products or repaired parts will be covered for the remainder of the original warranty period or for the minimum period required by applicable law, whichever is longer. There is no assurance, representation or warranty that any replacement Product will be identical to or will offer the same functionalities as the Product returned to us.
4. Warranty Exclusions
Exterior parts and accessories are not covered by the warranty:
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Coffee machines: including but not limited to casing, panels, wooden parts, water tanks and lids, portafilters, tampers, and decorative or protective components.
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Grinders: including but not limited to casing, panels, bean hoppers and lids, and decorative or protective parts.
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Normal wear and aging, such as scratches, discoloration, deformation, or fading due to use or environmental factors.
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Damage caused by water quality, misuse, accidental drops, impacts, pressure, or other human factors.
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Repairs, modifications, or disassembly performed by unauthorized service providers.
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Damage resulting from improper cleaning or maintenance not performed in accordance with the product instructions.
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Damage or malfunction caused by the use of non-original or unauthorized accessories.
For the non-warranty cases listed above, authorized service providers can offer paid repair or replacement services. If functional failures occur within the warranty period but are unrelated to the exterior parts, free repair or replacement will be provided according to the warranty terms.
5. Warranty Service Process
To request warranty service, please contact Gemilai Customer Support support@gemilaicoffee.com and provide:
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Your order number or proof of purchase;
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A description of the issue;
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Photos or videos of the product condition when requested.
Our customer service team may perform troubleshooting steps or request additional information to determine whether the issue is covered under this warranty.
If your claim is approved, Gemilai will provide instructions for repair, replacement, or other applicable solutions.
If a product or part needs to be returned, Gemilai will provide the necessary return instructions.
6. Shipping and Replacement
If Gemilai confirms that your product is eligible for warranty service, Gemilai will cover reasonable shipping costs related to the repair or replacement process where applicable.
Customers are responsible for following the provided return instructions to avoid delays in warranty processing.
7. Contact Us
For warranty service inquiries, please contact Gemilai Customer Support:
Email: support@gemilaicoffee.com
Service Time: 09:00-18:00 (Monday to Friday)EST
This Warranty Policy does not affect any mandatory consumer rights granted under applicable European Union laws.