Warranty/Return/Shipping Policy | mtxespressotech.com

Warranty/Return/Shipping Policy.

Customer Satisfaction is our Priority goal. We work hard to earn your trust. Our technicians have tested and cleaned all products before shipping.

EQUIPMENT TERMS AND CONDITIONS OF PURCHASE FROM METROPLEX ESPRESSO TECH, LLC. Carefully read the following terms and conditions before accepting delivery of the product(s). Acceptance of delivery indicates that you have read this agreement, understand it, and agree to be bound by its terms and conditions.

Metroplex Espresso Tech, LLC. warrants that the product(s) meets any specific warranties extended by the manufacturer. For warranty terms and conditions, please refer to each product’s warranty document.

Except as specifically stated above, Metroplex Espresso Tech, LLC. disclaims and excludes to the greatest extent allowed by law all express and implied warranties for the product(s) that it sells. Such disclaimer applies to any and all express and implied warranties, including, but not limited to, the implied warranty of merchantability and any warranty that the product(s) is fit for any particular use.

The remedies herein are the sole and exclusive remedies available to the purchaser and any third party for any failure of a product(s) and/or claim arising out of the sale or use of a product(s). neither Metroplex Espresso Tech nor anyone else who has been involved in the creation, production, or delivery of the product(s) shall be liable, except as specifically allowed above, to the purchaser or any third party, for any damages of any type, including, but not limited to, any lost profits, lost savings, loss of anticipated benefits, or other incidental, or consequential damages arising out of the use or inability to use the product(s), whether arising out of contract, negligence, strict liability, or under any warranty or otherwise, even if Metroplex Espresso Tech, LLC. has been advised of the possibility of such damages or for any other claim by any other party.

In addition, to the extent that Metroplex Espresso Tech, LLC. is liable for damages, the purchaser hereby waives, releases, and relinquishes any claim against Metroplex Espresso Teach, LLC. for damages that exceed the price of the product(s). all other claims to recover damages in excess of this amount, including attorneys’ fees and costs.

Any warranty stated here only extends to the original purchaser and is not transferable or assignable.

Any warranty stated here is waived and canceled if the product(s) is installed or used differently than as described in any instructions or owners manual or warranty document.

Tampering with or changing the product(s) in any way will void any warranty from Metroplex Espresso Tech, LLC. Metroplex Espresso Teach, LLC. reserves the right to change or modify the terms and conditions herein without notice. The terms and conditions set out herein apply with equal force to all equipment manufacturers.

COMMERCIAL EQUIPMENT RETURN POLICY AND 100% ORDER ACCURACY GUARANTEE

Metroplex Espresso Tech, LLC. is proud to offer a 100% accuracy guarantee. If Metroplex Espresso Tech, LLC. makes a mistake on your order, Metroplex Espresso Tech, LLC. will cover the shipping costs to correct the error. To qualify for the 100% accuracy guarantee, orders must be transmitted via the website on www.mtxespressotech.com.

Metroplex Espresso Tech’ expert technicians will work diligently with you to help determine which parts you may need to order but Metroplex Espresso Tech, LLC. does not take responsibility for remote diagnostics or orders transmitted verbally. All recommendations on parts and procedures are made without any guarantees.

All commercial equipment sales are typically final and subject to restocking fees. Website purchases for commercial equipment is typically not eligible for return or exchange. Metroplex Espresso Tec, LLC. has the right to waive the finality of orders within 3-days of purchase and will assess a restocking fee and a fee to cover return freight shipping for heavyweight equipment.

HOW TO REQUEST AN EXCHANGE OR RETURN

Purchases for commercial equipment are typically not eligible for return or exchange. Metroplex Espresso Tech, LLC. has the right to waive the finality of orders and will assess a restocking fee and a fee to cover return freight shipping for heavyweight equipment.

Metroplex Espresso Teach, LLC. Highly recommend making sure that the listing Item is suitable for your needs, for example electricity, amps capacity, space, etc.... before placing your order.

Machines authorized for return must be received in ‘New' condition in original packaging. ‘New’ product is an item that has NOT been removed from its box and used. All items, components, manuals, and packing materials must be in their original packaging. The product must NOT be functionally or cosmetically damaged in any way. You must first obtain a Return Merchandise Authorization (RMA) number from us for your exchange or return to be accepted.

All returned equipment is subject to minimum restocking fees and return freight shipping fees. Additional cleaning, refurbishment, and replacement packaging fees may be applied:

All restocking fees will be assessed and applied based on the sole discretion of Terms and Conditions.
If your equipment arrives in new, closed box condition, we will refund your original payment method less other restocking fees, original shipping & handling costs, and return freight shipping fees for heavy equipment.

Contact us via email (METROPLEX.TECH2019@GMAIL.COM) Let us know why you'd like to return the machine—we'll help you determine if there is an exchange that will better suit your needs. We will send an Return Merchandise Authorization (RMA) email to you with detailed instructions on exchanging or returning your merchandise. Please read the email in its entirety and take care to properly prepare your machine for return. This can help avoid additional charges assessed to your return.

Note: Equipment that has been modified or customized is not eligible for return.

WARRANTY & CLAIM PROCEDURE
PROOF OF PURCHASE. Please retain a copy of the original invoice as proof of purchase in order for the warranty guarantee to be valid.

ORIGINAL PACKAGING. Please retain the original packaging for the duration of the warranty period to ensure the safest shipping, if needed in the case of warranty issues.

DEFINITIONS. “commercial” means equipment intended for commercial use as specified by the user manual.

NEW EQUIPMENT WARRANTY COVERAGE:

● 12-month warranty, we guarantee all products against defects caused by faulty workmanship and materials for twelve months of commercial use from the date of purchase.

● At the sole discretion of Metroplex Espresso Tech LLC, we will cover shipping costs of parts for warranty replacement issues, for the duration of the coverage for retail customers.

● Warranty exclusions, Metroplex Espresso Teach LLC, reserves the right to change or modify the terms and conditions herein without notice. this guarantee excludes defects caused by but is not limited to the following issues;

Concealed damage not reported within (3) three business days of receipt.
Product not being used in accordance with instructions or designed purpose.
Accidental damage, misuse, alterations, or tampering by unauthorized persons.
Repairs or dismantling by unauthorized personnel.
Removal or altering of serial numbers.
Lack of proper cleaning and maintenance.
Parts that are subject to normal wear and tear are not covered under warranty. This includes items like gaskets, portafilter baskets, screens, etc.
Problems related to water damage, poor water quality, and scaling are not covered under warranty.
Cosmetic issues (scratches, surface marring).
The warranty is non-transferable.

For warranty claim inquiries regarding commercial equipment please contact Metroplex Espresso Teach, LLC.

by phone or email (METROPLEX.TECH2019@GMAIL.COM or 214 677-0688). Defects not covered under warranty are subject to technician service fees and part replacement costs.

NEW EQUIPMENT DOMESTIC- HOME RETURN POLICY AND 100% ORDER ACCURACY GUARANTEE.

Metroplex Espresso Tech, LLC. to offer a 100% accuracy guarantee. If Metroplex Espresso Tech LLC. makes a mistake on your order, Metroplex Espresso Tech LLC. will cover the shipping costs to correct the mistake. In order to qualify for the 100% accuracy guarantee, orders must be transmitted via the website on www.mtxespressotech.com.

Metroplex Espresso Tech’ expert technicians will work diligently with you to help determine which parts you may need to order but Espresso Parts does not take responsibility for remote diagnostics or orders transmitted verbally. All recommendations on parts and procedures are made without any guarantees.

All returned equipment is subject to a minimum 25% restocking fee. Additional cleaning, refurbishment, and replacement packaging fees may be charged as follows:

25% Restocking Fee: Equipment returned in closed box condition. No power. No water.
Equipment received beyond the above-noted condition with any damage is not returnable, and we will contact you to send the machine back.
All restocking fees will be assessed and applied based on the sole discretion of Metroplex Espresso Teach, LLC.

Contact us via email (METROPLEX.TECH2019@GMAIL.COM) Let us know why you'd like to return the machine—we'll help you determine if there is an exchange that will better suit your needs. We will send an RMA email to you with detailed instructions on exchanging or returning your merchandise. Please read the email in its entirety and take care to properly prepare your machine for return. This can help avoid additional charges assessed to your return.

Note: Equipment that has been modified or customized is not eligible for return.

USED EQUIPMENT WARRANTY: Used Equipment have a 30 days to bring up any malfunction of the equipment if an issue is not reported before these 30 days the customer is responsible for any work/parts and repairs needed.) this warranty includes but not limited to, natural cause or disfunction of the Item, parts, and labor-(in some cases), if non repairable it can be replace with another used Item of equal value (ones), or the customer may have the option to pay the difference if decides to go with an Item of greater value. This warranty report can and will be denied if machine has any physical damage, drop (fallen), was operated wrongly causing internal damage, or was damaged due to no water in the machine etc.... to ensure that each product in Metroplex Espresso Tech LLC. will work correctly upon arrival, it is tested by an experienced technician prior to shipping. Metroplex Espresso Tech LLC, recommend that you carefully look at the pictures and inspected Item photos/videos, and description before placing your order. Please note that all Used items are sold as is, and all sales are final. Once the Item(s) are in your possession, all sales are final. Please make sure the listing Item is suitable for all your needs, for example electricity, amps capacity, space, etc.... before placing your order.

For our non-local customers, we provide a 30-day warranty on parts along with complimentary expert tech support over the phone.

We are here to make sure you are satisfied with your purchase. Please take a moment to review the following information.

Return Policy:

Once the item(s) are in your possession, all sales are final. Please make sure your equipment is suitable for your needs, for example electricity, amps capacity, space, water outlets, proper drains, etc.…

6 Month Warranty Used Equipment

As part of our dedication to offer warranty treatments; in order to qualify, customer must be in our local distance range. Following so we then offer a 6-month warranty with restrictions. (local treatment is limited to 1hr of distance from our location)
Six (6) Month Warranty is valid upon purchasing a complete Water Filtration System through METROPLEX ESPRESSO TECH LLC. If existing water filtration system has been previously installed by someone else IT MUST BE APPROVED BY METROPLEX ESPRESSO TECH, LLC. No exceptions.
Third Party WARRANTY claims will not be approved.

WARRANTY will automatically be voided if original buyer resells/hands down any equipment. Warranty will only be accepted through original buyer.

Equipment MUST be installed by METROPLEX ESPRESSO TECH, LLC for warranty to be active. Third party personnel or owner is not allowed to install own machine to prevent any errors that may occur. Just to avoid any problems on both ends.
This warranty does not cover accidental damage, abuse, and/or problems due to improper use of equipment. (Improper use includes but not limited to: Operating the machine without filtered treated water and/or operating machine without proper water supply.) All damage resulting from inadequately water treatment is automatically excluded from all warranty claims.

-A Water Filtration System is mandatory for all equipment that utilizes water; for all users that don’t meet the required water specifications will automatically revoke your warranty claim.

Warranty coverage does not include parts that are subjected to normal wear and tear as determined by METROPLEX ESPRESSO TECC, LLC. These includes, but are not limited to, shower screens, group head gaskets, porta-filters, expansion or anti-suction valves, and Preventative Maintenance parts.

NATURAL CAUSE/DISASTER DAMAGES ARE NOT COVERED UNDER WARRANTY. (Building Fires, Flooding's, etc.)

This warranty will immediately cease if owner or third-party personnel performs any faulty maintenance, conducts improper use of equipment, or neglects any necessary services (Preventative Maintenances).

-This will include any instance in which (following the occurrence of a defect) failure to immediately report all suitable measures to limit damage to the equipment and/or fail to provide METROPLEX ESPRESSO TECH, LLC. with an opportunity to remedy the defect.

TRAVEL FEE is NOT under Warranty coverage. Customer is responsible for travel fee.

Shipping Policy

Address Change/Reconsignments

If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.

If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.

Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees.

Call Before Delivery

By requesting a FREE "Call Before Delivery," the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add an additional day to your order’s transit time and is only applicable to the item(s) in your order shipping via common carrier.

A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (deliveries occur Monday through Friday, 8:00 a.m. to 5:00 p.m. "Call Before Delivery" only applies to the item(s) in your order shipping via common carrier.

If the carrier misses the delivery appointment, they will reschedule it. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened or if you cannot accept delivery within a reasonable date of the carrier’s first contact request.

If a delivery is unable to be completed because a "Call Before Delivery" was not selected during checkout, the carrier may charge a redelivery fee in order to reattempt delivery. In these situations, we will contact you via email regarding the fee and charge the card on file if necessary in order to avoid additional fees with the carrier.

Canadian Shipments

Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from the carrier and will not be reflected in our shipping costs at checkout.

Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. If you did not provide your broker’s information during checkout, we will contact you to obtain this before processing your order.

We aim to ship orders to Canada in one shipment, but it is not always possible due to stock levels in our warehouses. If we cannot ship your order in one complete shipment, you will be responsible for any additional brokerage fees.

Commercial and Residential Shipping Addresses

Commercial carriers will deliver the vast majority of our products to a residential shipping address. If you don’t have an account set up and you operate a business out of your home, you must select "residential" in your shopping cart because the carriers still consider your address residential. If you create an account, our system will automatically select “residential” for your address in this situation.

Commercial Limited Access Addresses

Additional fees may apply if you are shipping to a limited access location, such as a university, prison, military base, or country club.

Damaged/Missing/Lost Items - Common Carrier

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

1.-Note it clearly on the delivery receipt before signing

2.-Keep your copy of the delivery receipt

3.-Contact us within 1 business day

4.-Keep the damaged packing materials for inspection

5.-Take pictures of the damaged items and packaging

Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage, we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt, you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.

There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.

There are rare occasions where our carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Traces with ground carriers take approximately 1-3 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Delivery Time

Our warehouses strive to have orders processed and ready to ship within 1-5 business days. Most products ship from one of our warehouses within the U.S. However, delivery times may vary. Common carrier deliveries typically range from 1 to 10 business days for delivery, depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 7 business days. If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses observe the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day and Thanksgiving. Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.

If you need your order more quickly, you may select Second Day or Next Day in your shopping cart (availability dependent on your location). These options guarantee that, as long as the items you’re ordering are in stock, the order will be prioritized in our system and arrive by the end of the following business day (Next Day), or the end of the second business day (Second Day). These options are not available for common carrier orders. Inclement weather may cause shipping delays that are not covered by this guarantee.

Destinations

We are unable to ship to PO boxes, APO/FPO boxes or Viabox at this time. If you plan to ship to a carrier terminal or store location such as a FedEx or UPS Store, please be aware that carriers will not accept deliveries from one another. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to our warehouse. Contact Metroplex Espresso Tech LLC. if you have any questions.

Some items like large outdoor ice merchandisers or very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you are unsure, contact Metroplex Espresso Tech, LLC.

Notice to Residential Customers

While Metroplex Espresso Tech, LLC. is specifically for those in the commercial food service industry, we will ship most items to residential customers. As a residential customer, please consider the following information when placing your order:

Commercial Equipment

It is important to keep in mind that many of these items may not meet your consumer-level expectations if used in your home. Commercial cooking equipment:

1.- Is designed for functionality and heavy use commercially and may not meet your expectations in terms of aesthetics or ease-of-use.

2.- Is often much louder than a comparable non-commercial piece of equipment.

3.- Consumes much more power than consumer-style equipment

4.- Is not insulated as thoroughly as consumer-level equipment and generates much more heat. Many pieces of commercial equipment also require a ventilation hood system, and a fire-suppression system to adhere to local fire and building codes.

5.- Installed in a non-commercial setting would most likely void your homeowner's insurance and the equipment manufacturer's warranty.

The right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible.

If you have any question about the suitability of a particular piece of equipment you're considering for non-commercial use, please contact Metroplex Espresso Tech, LLC.

Methods & Charges

Most of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars but varies by region and will be reflected in your shipping charges.

Packaging

Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.

Warehouse Pickups and Customer Shipping Accounts

All orders placed through Metroplex Espresso Tech, LLC. will be shipped to their destination via a commercial carrier. For warehouse pickups customers are welcome to pick-up orders from our warehouse.

Allow a minimum of 2hrs window after placing your order, Metroplex Espresso Teach LLC. will send you a notification by email when order is ready for pick up.