Complaints

We are very sorry that your coffee hasn't reached you in perfect condition.

If you purchased coffee from us and found a foreign body in your package, please contact our Customer Service with the following information:

• Type of foreign body

• Images of the foreign body

• Any existing repair invoice of your grinder, if applicable

• Batch number and best-before date (BBD) of the affected package

Contact us at [email protected]

Please remember that raw coffee - as a natural product - is never completely free of foreign matter, despite all the care taken during processing in the countries of origin and throughout the long transport journey to production facilities.

For this reason, roasteries install extensive cleaning systems for the intake of raw coffee as well as for the entire production process. In practice, this can mean that the production workflow - from the delivery of raw coffee through the roasting and packaging process - is hermetically sealed, preventing any subsequent entry of foreign matter.

In addition, extensive quality controls are carried out on an ongoing basis. These quality controls include, for example, destoners, metal detectors, high-performance magnets, and three-dimensional sorting systems with camera detection, among others.

Despite filtering at the roasteries, it can happen that foreign matter mixes with the beans and enters your grinder undetected during filling. To prevent this as well, some fully automatic machine manufacturers, for example, rely on built-in foreign object protection systems.

In any case, caution is always advised when filling beans into your machine.

One of the biggest differences between warranty and guarantee is that the former is legally guaranteed to you. The guarantee, on the other hand, is voluntarily provided by manufacturers and retailers.

roastmarket, as a retailer, currently does not offer a guarantee on the products available in its range.

Warranty:

• The retailer is liable for all material and legal defects that already existed at the time of sale.

• The warranty period is 24 months and a guarantee cannot under any circumstances reduce or replace the warranty.

• During the first 12 months, it is legally presumed that the defect already existed at the time of sale. After the 12-month period and up to 2 years after handover of the purchased item, the buyer must prove that the defect already existed at the time of sale.

• We would also like to inform you that, in the event of a material defect covered by the statutory warranty, you generally have the choice between a repair (rectification) and a replacement. This is subject to statutory restrictions, particularly if one form of remedy is impossible or can only be carried out at disproportionate cost.

• If you opt for a repair and it is actually carried out as part of the statutory rectification, the original statute of limitations for claims regarding defects in the goods is extended once by twelve months.

  
  

Manufacturer's Guarantee:

• In addition to the statutory warranty obligation, the guarantee is a voluntary and freely structured offer from the manufacturer.

• Since functionality is guaranteed for the specified period, the guarantee applies regardless of the condition of the product.

• Warranty claims are not replaced or reduced by guarantee claims.

• For damages caused by the customer or arising after the expiry of the manufacturer's guarantee, repairs following the manufacturer's guarantee are subject to a charge.

We are very sorry your order has not reached you in perfect condition! We do our best to package our items thoroughly - sometimes the delivery way is rough and damages cannot be avoided. Of course, we want to sort this out for you.

Please contact us at [email protected] and provide us the following information:

• Your order number

• Photo of the damage

• (If not visible in photo) Which item has been damaged?

Our customer service team will get back to you as soon as possible, usually within 48 hours.

Currently, we can offer you a refund or a giftcard as compensation.

We are very sorry your order has not reached you in perfect condition! We do our best to package our items thoroughly - sometimes human errors cannot be avoided. Of course, we want to sort this out for you.

Please contact us at [email protected] and provide us the following information:

• Your order number

• Which item is missing from your order? If necessary, please specifiy the amount.

Our customer service team will get back to you as soon as possible, usually within 48 hours.

Currently, we can offer you a refund or a giftcard as compensation.

We are very sorry your order has not reached you in perfect condition! We do our best to package our items thoroughly - sometimes human errors cannot be avoided. Of course, we want to sort this out with you.

Please contact us at [email protected] and provide us the following information:

• Your order number

• A photo of the item you wrongfully received

• Which item is missing?

Our customer service team will get back to you as soon as possible, usually within 48 hours.

Currently, we can offer you a refund or a giftcard as compensation.

We are very sorry you are not satisfied with your coffee order.

Please contact us at [email protected] and provide us with the following information:

• Your order number

• Which coffee are you not satisfied with?

• A photo of the batch number, best before date or roast date

Our customer service team will get back to you as soon as possible, usually within 48 hours.

Currently, we can offer you a refund or a giftcard as compensation.

We're sorry to hear that you've experienced an issue with your machine or grinder!

We're happy to contact the manufacturer to find a solution for you together.

Please contact us at [email protected] with the following details:

• Your order number

• A description of the defect

• A video/image of the defect

• A photo of the type plate or serial number (usually on the bottom or back of your coffee machine/grinder)

We need this information for final processing by the manufacturer. For this process, we will forward your contact details to the manufacturer.

Our customer service team will get back to you as soon as possible, usually within 48 hours.

Please note that we process and ship machines (electrical goods) separately. This means it can happen that you receive, for example, two deliveries from us on the same day at two different times.

If your delivery is still incomplete on the second day, or if your order does not include your coffee machine/grinder, please get in touch with us at [email protected] with your order number and which item is missing from your order.

We're sorry to hear that your machine didn't reach you in perfect condition!

Please contact us at [email protected] with the following details:

• Your order number

• A description of the defect

• A video/image of the defect

• A photo of the type plate or serial number (usually on the bottom or back of your coffee machine/grinder)

Our customer service team will get back to you as soon as possible, usually within 48 hours.