What happens if a product breaks?
The case is assessed and, depending on the product, resolved through:
- troubleshooting
- spare parts
- repair
- replacement
- manufacturer warranty
If you use Managed Customer Service, smoasters can also handle the service process for you.
Read on
Can you supply spare parts?For many brands smoasters can arrange spare parts or manufacturer support — depending on brand and product.→What happens if a parcel is lost?Report the case to smoasters Support; we review the tracking and open a carrier investigation where necessary.→What happens if a product arrives damaged?Document the product, damage, box, packaging and label with photos right away — smoasters then coordinates carrier, supplier or manufacturer.→Who bears the cost of a warranty case?Accepted defects run through the manufacturer warranty or supplier arrangement; misuse and normal wear are not automatically covered.→Who handles returns?You decide: return straight to your roastery — or smoasters receives, inspects, classifies and processes it for you.→Who pays return shipping?For defects, warranty cases or fulfilment errors the relevant process covers it; for a normal withdrawal your returns model and B2C terms decide.→Still have questions?Our team is happy to help. [email protected]