How to file a warranty claim

Before you start

Keep these handy. They are what our team will ask for first:

• Your order number
• The product's serial number
• 2 to 3 photos of the issue
• A short video showing the issue. Videos matter, they help our technical team understand the fault far faster than a description

The warranty clock runs from the delivery date, not the order date. The full terms are on the warranty page.

The claim process

1. Open a request at /requests/new, or email support@fixcoffee.in, with your order number and product name.
2. We acknowledge within 24 hours with your ticket number.
3. Remote diagnostics come first. Attach your photos, video and serial number on your case. Many issues resolve at this step without the unit ever leaving your kitchen.
4. If remote steps do not resolve it, we issue a return authorisation (RMA). Pickup is free for warranty claims and is arranged within 3 to 5 working days of the RMA. Before pickup, follow the reverse-pickup packing guide and send the machine only.
5. The unit is bench tested at our Lucknow workshop. You get a Failure Analysis Report within 7 business days of the unit reaching us.
6. If a covered defect is confirmed, you choose the remedy: repair, replacement or refund. A refund goes to your original payment method and is initiated within 5 working days of the Failure Analysis Report.

If you ordered on Amazon

The same warranty applies. Share your Amazon order ID when you open the request. If you want a replacement, that goes through Amazon's return flow in your Amazon account.

What can affect a claim

Wear parts, consumables, damage from misuse or unsuitable water, and units with tampered serial numbers fall outside coverage. The article "What your warranty covers" has the full list, and the published policy at fixcoffee.shop/policies/refund-policy is the final word.