Product Warranty

Warranty Policy

Kaffelogic products are covered by a 2-year manufacturer's warranty from the date of purchase.
If a malfunction occurs within the warranty period and occurs within the scope of normal use in accordance with the instruction manual and safety guidelines, we will repair it free of charge.

Manufacturer's warranty

What is covered by the warranty?

Your warranty is valid if all of the following conditions are met:

  • The product is used correctly in accordance with the instruction manual and safety guidelines.
  • Must be within 2 years of purchase date
  • The product must have been purchased from an authorized retailer in Japan (Kaffelogic Japan / MGL / authorized retailer).

If the above conditions are met, Kaffelogic will confirm the nature of the malfunction and carry out a free repair .

Cases not covered by the warranty

Please note that any malfunctions or damage that occur in the following circumstances are not covered by the warranty.

1. Caused by improper use or handling

  • Operations and settings that contradict the instructions
  • Prohibited disassembly, modification, and use of non-genuine parts
  • Improper maintenance and incorrect cleaning methods

2. Damage or malfunction caused by external factors

  • Physical damage caused by dropping, impact, crushing, etc.
  • Water, moisture, and liquid intrusion
  • Use with a different voltage or in an inappropriate power supply environment
  • Failure caused by repeated strong vibrations or shocks

3. Problems caused by the usage and storage environment

  • Storage in high temperatures, high humidity, or direct sunlight
  • Use in dusty, oily or corrosive environments
  • Internal damage due to improper storage

4. Consumable parts and deterioration over time

  • Consumable parts that deteriorate with use, such as filters and seals
  • Natural wear, fading and aging of materials

Repair procedure

  1. Please contact us by email to let us know the details of the malfunction.
    We may ask you to provide details of the symptoms, the circumstances under which they occurred, and, if necessary, roasting logs, photos, and videos.
  2. We will let you know if the warranty applies.
    Our technical support team (Kaffelogic Support / MGL Support) will perform a diagnosis.
  3. We will send you product shipping instructions.
    Please send the product to the address provided.
  4. Inspection and repairs will be carried out at Kaffelogic (Japan Service Center).
  5. Once the repair is complete, we will return the product to you.

*If the problem is not covered by the warranty, we will provide you with information on paid repairs .
*Shipping costs may vary depending on the warranty content and circumstances.

Information required for warranty claim

  • Proof of purchase date (order email, receipt, invoice, etc.)
  • Product serial number
  • Details of the malfunction (symptoms, frequency of occurrence, circumstances under which it occurred, etc.)
  • Roast logs and error messages (if needed)
  • Photos and videos of the product itself and the malfunctioning part (if possible)

Regarding replacement

We may offer a product replacement instead of repair in the following cases:

  • If repair is deemed technically impossible or impractical
  • If a serious defect related to product safety is confirmed

If a replacement is required, we will provide a suitable replacement unit after obtaining approval from Kaffelogic's headquarters in New Zealand.

Support Desk

Kaffelogic Japan Customer Support Email: info@kaffelogicjp.com

Warranty Policy (English)

All Kaffelogic products purchased through authorized distributors in Japan come with a 2-year manufacturer warranty from the date of purchase.
If a malfunction occurs within the warranty period under normal use and in accordance with the User Manual and safety guidelines, we will provide free repair service.

Warranty Coverage

Your product is covered under warranty if all of the following conditions are met:

  • The product has been used in accordance with the User Manual and safety guidelines
  • The purchase date is within 2 years
  • The product was purchased through an authorized Kaffelogic distributor in Japan

If the above conditions are satisfied, Kaffelogic will inspect and repair the product free of charge after confirming the fault.

Cases Not Covered by Warranty

The following cases are not covered by the warranty:

1. Improper Use or Handling

  • Using the product in ways not described in the User Manual
  • Unauthorized modification, disassembly, or use of non-genuine parts
  • Incorrect cleaning or maintenance procedures

2. Damage Caused by External Factors

  • Dropping the product or physical impact
  • Water exposure, moisture, or liquid intrusion
  • Using the product with an incorrect voltage or inappropriate power supply
  • Repeated strong vibration or shock to the product

3. Environmental or Storage-Related Damage

  • Damage caused by high temperatures, humidity, or direct sunlight
  • Damage due to dust, oil, corrosion, or improper storage conditions

4. Consumables and Natural Wear

  • Wear and tear of consumable parts such as filters or seals
  • Natural aging such as discoloration or material fatigue over time

Repair Process

  1. Contact us with details of the issue.
    Please include the symptoms, how and when the issue occurs, and, where possible, error logs, photos, or videos.
  2. We will assess the situation and advise whether the repair is covered under warranty.
  3. Send your product to the designated service address.
  4. Kaffelogic (Japan service center) will inspect and repair the unit.
  5. The repaired product will be returned to you.

If the repair is not covered by warranty, a service fee may apply. Shipping cost responsibility may vary depending on the case and warranty status.

Information Required for Warranty Service

  • Proof of purchase showing the date of purchase
  • Product serial number
  • Detailed description of the issue (symptoms, frequency, conditions of occurrence)
  • Relevant roast logs or error messages where applicable
  • Photos or videos of the product and the issue, if possible

Replacement Policy

In some cases, we may provide a replacement unit instead of repair, for example:

  • When repair is technically impossible or not practical
  • When a serious defect that may affect safety is identified

Any replacement must be approved by Kaffelogic HQ (New Zealand) and will be arranged in coordination with Kaffelogic Japan.

Contact

Kaffelogic Japan Customer Support
Email: info@kaffelogicjp.com