Scope of Application
 
This policy applies to all equipment and products that Twelve Cups is the Distrbuter, including espresso machines, coffee grinders, brewing devices, ice makers, and barista tools, whether purchased through the website or authorized distributors within the Kingdom of Saudi Arabia.
 
Warranty Period
 
Electrical devices are covered by a two-year (24-month) warranty starting from the purchase date or installation date, whichever comes first.
 
The warranty period will be automatically extended in case of unjustified delays in providing spare parts, starting maintenance work, or completing it.
 
Warranty Coverage
 
The warranty covers defects resulting from manufacturing faults or material defects, subject to the technical evaluation of the authorized Twelve Cups service center.
 
Warranty Terms and Exclusions
 
Warranty validity requires:
 
 
 
Providing the original invoice or proof of purchase.
 
 
 
Installation or initial operation by a technician authorized by Twelve Cups or one of its distributors.
 
 
 
Compliance with operating instructions and routine maintenance guidelines as stated in the product manual.
 
 
 
The warranty does NOT cover faults or damage resulting from:
 
 
 
Using home-use equipment in commercial environments.
 
 
 
Operating grinders at grind settings beyond their technical capacity.
 
 
 
Shock, drops, improper transportation, or storage.
 
 
 
Exposure to high heat, direct steam, or excessive humidity.
 
 
 
Operating boilers or heaters without proper water filling.
 
 
 
Using water that does not meet device specifications or neglecting filter replacement.
 
 
 
Overloading the device or incorrect operation.
 
 
 
Maintenance or modification performed by unauthorized parties.
 
 
 
Electrical or plumbing connections not compliant with specifications.
 
 
 
Faults caused by unstable electrical current or lack of proper grounding.
 
 
 
Issues caused by mineral buildup or water quality at the customer’s site.
 
 
 
Consumable parts such as filters, gaskets, cables, shower screens, baskets, and plastic components.
 
 
 
Maintenance Procedures
 
 
 
Maintenance requests will be responded to within 7 business days, with a final response provided within 14 days.
 
 
 
Maintenance at the service center will not exceed 15 days from the date the device is received, excluding the time required to provide unavailable spare parts.
 
 
 
If spare parts are unavailable, procurement may take an additional 7–14 days.
 
 
 
The warranty period will be automatically extended by the duration of any delay in providing parts, starting maintenance, or completing it.
 
 
 
If the fault is not covered under warranty, the customer will be informed of repair costs before work begins.
 
 
 
The customer must collect the device within 60 days after being notified that maintenance is complete; after this period, the company will bear no responsibility for the device.
 
 
 
Shipping Within Riyadh
 
 
 
The customer is responsible for delivering and collecting the device from the Twelve Cups service center in Riyadh.
 
 
 
If the customer wishes to use a shipping service within Riyadh, it may be provided (subject to availability) for an agreed fee before receiving the device.
 
 
 
The customer is responsible for secure packaging when shipping within Riyadh to prevent damage during transit.
 
 
 
Shipping Outside Riyadh
 
 
 
If the fault is covered under warranty: the customer ships the device to the Twelve Cups service center at their expense, and the company covers return shipping after maintenance is completed.
 
 
 
If the fault is not covered under warranty: the customer bears shipping costs both ways, in addition to repair and spare parts costs.
 
 
 
Limitation of Liability
 
Twelve Cups shall not be liable for:
 
 
 
Operational losses,
 
 
 
Business interruption,
 
 
 
Loss of profits,
 
 
 
Damage resulting from improper installation or operating conditions,
 
 
 
Any damage arising from misuse or negligence.
 
 
 
Final Provisions
 
This policy forms an integral part of the sales contract or invoice issued to the customer.
 
Twelve Cups reserves the right to amend or update this policy at any time, and the updated version shall take effect immediately upon publication.