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This policy is managed by CoffeeTools, the authorised Australian distributor for xBloom. All warranty claims and technical support are handled in-house at our Queensland facility.

 

1. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

2. Change of Mind

Please choose your coffee equipment carefully. We do not offer refunds or exchanges for change of mind, wrong selections, or if you simply decide you no longer want the product.

 

3. Faulty Goods & Troubleshooting

If you experience an issue with your xBloom machine, we aim to get you back to brewing as quickly as possible.

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• Troubleshooting First: Many technical issues can be resolved via software updates or simple calibrations. Our team will work with you to troubleshoot the issue remotely via email, phone, or video call.

• Last Resort Returns: A physical return for inspection or repair is treated as a last resort. We will only request the item be sent back to our service centre if remote troubleshooting cannot resolve the fault.

 

4. In-House Warranty Claims (CoffeeTools)

As the official Australian distributor, CoffeeTools handles all warranty assessments and repairs directly. You do not need to contact the manufacturer overseas.

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• Warranty Period: All xBloom machines include a 12-month limited warranty against defects.

• Authorisation: No returns will be accepted without a Return Merchandise Authorisation (RMA) number issued by the CoffeeTools support team.

• Shipping for Repairs: If a hardware fault is confirmed that requires in-house repair, CoffeeTools will organise the return logistics.

 

5. How to Start a Claim

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• Email: Contact support@coffeetools.au with your order number and a description of the issue.

• Media: Attach photos or a short video of the fault—this significantly speeds up our ability to help you.

• Review: A CoffeeTools team member will review your case and provide troubleshooting steps within 1–2 business days.