Terms and Conditions

 

Merchandise Return, Replacement & Exchange Policy

Returns and ExchangesAt Whole Latte Love, we're only happy when you are!  To ensure that you are fully satisfied with your purchase, we allow for returns and exchanges on many of the products we offer.  Below, you'll find a full breakdown of the policies and procedures related to this particular subject.

If you received a product that you believe is damaged or defective, please skip to the relevant section below.  Please report any damaged merchandise to a Customer Service Representative within five (5) business days.

If you have questions about any of the information listed on this site, you can ask the Customer Service department for help by making a post to your Dashboard, or by giving us a call at 1-888-411-5282 (Option 2) during normal business hours.  We're always happy to lend a helping hand!

Returns and Exchanges

Most merchandise purchased over the phone or from WholeLatteLove.com can be returned for a refund or exchange within certain time frames.  Below, you'll find the list of what can come back as a return and what cannot. 
Returns and ExchangesWhat can be returned?

  1. New/Lightly Used and Refurbished espresso machines, coffee makers and coffee grinders within thirty (30) days of shipment.  For a definition of Lightly Used, click here
  2. Unopened and Unused Parts and Accessories

What cannot be returned?
Several items cannot be returned for a refund, either due to quality control concerns, health code restrictions, or other matters. 

  1. Commercial products
  2. Grocery products (such as Coffee, Syrups, or Sauces)
  3. Opened, used, or damaged parts and accessories
  4. Items which have had their UPC/Barcode removed.  Note: As many specialty products and parts may not have a UPC, this only applies to products which ship to you with a visible Barcode.

What will I be credited?
For undamaged merchandise, you will be credited the price paid minus a 10% restocking fee and the cost of shipping. Should you choose to replace your order with another of equal or greater value, the restocking fee will be waived. For orders that went out with free shipping, our cost for shipping and handling this order will be deducted. All Gift-with-Purchase or Included items must be returned to us. If you elect to keep any of these types of merchandise, their full retail price will be deducted from your refund.

How do I return an item?
Please contact our Customer Service department at 1-888-411-5282 (option 2) to authorize a return over the phone.

Gift-With-Purchase and Included Items
If you are intending to return your order for a complete refund, all Gift-with-Purchase or Included items must be returned to us.  If you elect to keep any of the merchandise you received, its full retail price will be deducted from your refund.\

How do I properly package my shipment for a return?Gift-With-Purchase and Included Items


It is your responsibility to properly package any merchandise sent to Whole Latte Love. To minimize the chance of your product being damaged in transit, we strongly advise re-using its original packaging—the manufacturer's box and larger over-box-if you have them. If you don't, make certain to properly double-box your machine, ensuring that it is firmly cushioned by several inches of packing material on every side to prevent shipping damage. Alternatively, have it professionally packed by a shipping store (make sure to check their work before shipping it out). Do not include any accessories with your machine that are not related to the problem being displayed. Wrap any loose or fragile items with a suitable packing material.

Good Packing Materials:

  • Bubble Wrap
  • Packing Peanuts
  • Molded/Fitted Styrofoam Inserts
  • Rigid Foam Wrapping

 

Bad Materials:

  • Inflated Air Bags
  • Flexible Cardboard Inserts
  • Brown Packing Paper, Newsprint, or Any Other Material Weakened by Moisture

Assume that the shipper will not handle your package delicately. Protect it appropriately.

For Returns: Unless they are damaged, the manufacturer's box (or boxes) should be placed back into the the original shipping boxes. Their contents should be completely cushioned by the packing materials supplied with the order on all sides to prevent shipping damage (foam corners, rigid foam, cardboard, etc.). Please refer to the above list for recommended alternatives should the original materials be no longer available or damaged beyond your ability to safely re-use them.

For Repairs: Unless they are part of the problem you described when setting up your repair, remove the following parts from the machine and keep them with you to prevent any damage they could cause (or receive) during transit. If your machine is experiencing a water flow issue and is plumbed in, be sure to include all necessary hoses and fittings.

  • Portafilter and filter baskets
  • Water tank and waste coffee grounds drawer
  • Removable frothing accessories (such as a pannarello wand or frothing sleeve)
  • Portaholder (or other removable portafilter-holding brackets)
  • Removable dispensing spouts or chutes
  • Grounds trays, drip trays, cup grids, or other removable cup holders or trays
  • Removable lids, covers, panels and other non-functional trim pieces
  • Water lines and drain hoses
  • Power cord (if removable)

When shipping an accessory or small appliance in for service, please include all of its parts. The cost of replacement for any missing items necessary to diagnose a problem or complete service may be assessed in the repair order. A basic guide for what to include is outlined below.

  • Milk islands: Carafe, removable milk island base, milk spout, lid and other parts.
  • Milk carafes: Carafe body, lid and any hoses
  • Handpresso: Complete Handpresso with removable filter and grounds baskets (if used)
  • Brew units: Assembled brew unit with all necessary parts
  • Hand grinders: Complete grinder with all handles and arms

Please refer to your user's manual for assistance with removing any parts or accessories. We are not responsible for parts or accessories sent to the Whole Latte Love repair facility that are unrelated to the product requiring service.

Clean Your Product Before Shipping
Make sure everything is free of any loose beans, coffee grounds or other residues and that it is as dry as possible before boxing it up. If your product is washable, we advise giving it a thorough rinse to ensure it is in the best possible condition. If not, wiping it down with a damp cloth can take care of most dirt and grime and will make it faster and easier for a technician to diagnose any problems. Your product will be returned to you in the same condition it was received.

Damaged Items
In the event that your package is damaged in transit, the shipper is responsible for filing a damage claim with the carrier. Please be aware that you need to file this claim within the time frame stated by the carrier. Whole Latte Love does not assume any responsibility for items lost or damaged during transit.

Use a Traceable Carrier
We suggest that you use a traceable carrier and insure all merchandise and recommend keeping the tracking number provided by the carrier. Upon the receipt of your package, our warehouse technicians will inspect all items for damage. Machines will be repaired in the order in which they were received.

Whole Latte Love prefers UPS for shipping and receiving packages. Due to complications surrounding freight damage, we advise against using US Mail for repair orders.

What exactly is a Lightly Used product?


When we ask for a product to be returned in New or Lightly Used condition, we understand that it has been removed from its box and used as designed for a short period of time.  So long as it wasn't used to host a party and is returned to us clean and complete, we're happy!  Please consider the following points when returning a machine to avoid any unwanted expense or delay.

  1. Clean and Dry.  A quick wipe-and-buff with a damp cloth can work wonders! 
  2. All Parts and Accessories included.  By this, we mean that everything which you pulled out of the box when it was first opened needs to go back in.  This may include any trays, handles, scoops, baskets, cords, tampers, paperwork, manuals, etc.  Also, we'll understand if any little bits of tape or protective plastic film isn't where it originally came.
  3. No damage or stains.  If a product comes back in more pieces than when it left or requires that it be run through a wash to let it shine again, it won't qualify. Send it back to us looking as good as when it left its original box.  When re-boxing a machine for return, take care to put everything back where it originally went.  If it doesn't seem to close up neatly, give it a second try--Most freight damage can be prevented by making sure everything is safe and sound.

Additional Details
RMA Numbers, provided to you by a Customer Service Representative, are valid for 15 days from the date they are issued.  Any merchandise returned to our warehouse without a valid or legible RMA number may be refused and returned-to-sender.

When returning a product to our facilities, the RMA number provided to you by the customer service department must be clearly written on the outer shipping box.  Use an insured parcel carrier (such as UPS or Fedex) to ship this package, making sure to document the tracking number.  While merchandise can be shipped back to us by way of US Mail, they do not have a means of successfully processing freight damage claims at this time.  To protect yourself in the event of damage in transit, your package should be insured for the purchase price of its contents. Whole Latte Love does not assume any responsibility for lost or damaged packages.  Return shipping charges are the responsibility of the customer.

If a package is received and found to be damaged, the shipper will be required to initiate a Freight Damage Claim for this product in order to proceed any further.  Please contact a Customer Service Representative should you have any questions about this process.

Credits will be issued against the form of payment used for their original purchase. If you received a product that you believe is damaged or defective, please skip to the relevant section of this document. Again, please report any damaged merchandise to a Customer Service Representative within five (5) business days.

Holiday ReturnsHoliday Return Period

We understand that what seems like a perfect fit right now may not always be what someone really wanted.  To make sure that the recipient is truly happy with their gift, purchases made between October 22, 2013 and December 31, 2013 can be returned either by January 15, 2014 or within 30 days of the original purchase date, whichever is longer.

Damaged Products

While we strive to ensure that your purchases are protected well enough to survive a trip across the country, accidents can happen.  Inspect the contents of a package as quickly as possible.  The sooner damages is reported, the sooner we can help!  Once we're aware of the damage, a member of the Customer Service department will work with you to set up its replacement order.

Depending on the value of the damaged products, we may require that a Freight Damage Claim be initiated to recover and inspect it.  Should we need to proceed with a Damage Claim, a member of the customer service team will provide you with more information about the process and instruct you how to proceed.  In this case, the replacement order will ship out once the original merchandise has been picked up by UPS.

Please Note: This policy only applies to merchandise shipped within the United States by UPS.  Packages shipped outside of the United States and its Territories, or shipped by means other than UPS, are not eligible for a Freight Damage Claim.

Missing Products or Parts

If you can't find a part of your order and think it's missing, first check the packing slip included with the box to verify that it should have been in the box.  Many times, we may split an order into multiple shipments to better protect your purchase.  If an item is missing and you have received all of the packages on your order, please contact the customer service department, either by asking a question on your Customer Service Wall or by calling in.  Replacements will be issued if necessary.

If you find your product to be missing an instruction manual or guide, please contact the authorized Technical Support department for your particular machine to request a copy.  Most companies can send electronic copies by E-Mail. 

Defective Merchandise

Defective MerchandiseIf you believe that your machine is not working properly, please contact the appropriate Technical Support department for your product.  Click on the link below for a comprehensive list of manufacturers, their contact information, and any relevant warranty information.

Complete list of Manufacturer-Specific Warranty Information (http://www.wholelattelove.com/warranty.cfm)

You can ask the Customer Service department a question by making a post to your Dashboard, or by giving them a call at 1-888-411-5282 (Option 2) during normal business hours.  They're here to help!

Timetables and Deadlines

  1. New and Refurbished espresso machines, coffee makers and grinders can be declared defective and set up for replacement within thirty (30) days of the shipping date.
  2. Damaged merchandise needs to be reported to the Customer Service department within five (5) days of receipt and may require special handling to recover.

Returning and Replacing Defective Merchandise

  1. Defective items will be replaced with the same make and model (if a machine), or variety (if a consumable). If the specific product is no longer available, a feature-equivalent replacement can be substituted at our discretion.
  2. All replacements will ship by UPS Ground service unless otherwise arranged for by a representative acting on behalf of Whole Latte Love.
  3. When shipping replacement merchandise, Whole Latte Love will cover the cost of Standard/Ground to destinations in the 48 contiguous United States. Please contact the customer service department should you want to choose an alternate shipping method.
  4. Next Day Air, 2nd Day Air, and 3-Day Select are available on request and are subject to additional shipping fees. No expedited shipments are delivered on Saturday unless explicitly requested at the time the replacement order is set up. All transit times are estimated by the carrier and only count business days.
  5. Customers are responsible for all return shipping expenses, taxes, or duties on defective merchandise on international orders and orders shipped outside of the 48 contiguous United States.
  6. By default, replacements are not cross-shipped. If a product is determined to be defective, its replacement is placed on hold (to be released on the safe, complete, and undamaged delivery of the original/defective product).
  7. Should you opt to have the replacement shipped in advance of the damaged or defective merchandise being recovered or returned, we require that the customer pre-purchase the product being shipped out. The original merchandise will be credited in full shortly after being delivered to our warehouse in good, undamaged condition and received into inventory.

Troubleshooting and Defective Merchandise Determination

  1. A technical support representative may offer operational guidance or request that troubleshooting steps be taken over the phone in order to determine if a qualifying item can be deemed defective.
  2. Technical Support may provide a part or component to remedy the defect at their discretion.
  3. A technician may contact you with additional questions regarding the defect if any more information is required prior authorizing the return.  If the product is not defective or cannot be verified as defective, then it can still be returned under our standard Merchandise Return Policy.
  4. Defective machines are returned via E-Labels or Call Tags.
  5. All defective merchandise is tested to verify the problem being reported.  If we are unable to reproduce the original fault, you may be billed for all shipping & handling charges incurred by the recovery process.
  6. Please be aware that Whole Latte Love does not assume responsibility for any shipping damage. Proper packing is the sole responsibility of the person returning the product, so be sure to package the items exactly the way they came.
  7. Merchandise must be received in like-new condition with the original manufacturer's box. All packing materials, manuals, and accessories must also be returned with the merchandise. Refurbishing fees will be applied for any damaged or missing parts, damaged or missing documentation, significant cosmetic blemishes, or damage due to mishandling.

Please Note: Many of our machines have been tested by their respective manufacturer; there may be residual coffee grounds or water in some machines. As such, small amounts of liquid water, water spotting, coffee residue, or residual grounds do not indicate that a product has been used or is defective.

Have any questions?

While we hope this page answered all of your questions, it's possible that something slipped our mind.  Don't hesitate to let us know if we've left something out or if you have a question that isn't addressed here.  You can ask the Customer Service department a question by making a post to your Dashboard, or by giving them a call during normal business hours at 1-888-411-5282 (Option 2).


Bundle Pricing Return Policy

When you buy a package or gift set through Whole Latte Love, the bundle price is often lower than the regular retail value of the items, if purchased separately. You can return one or more items purchased as a bundle; however, the refund will reflect the discounted price of the item(s) based on the package price. The refund amount may differ from the retail value of the item when sold separately.


Privacy and Security Policies

Privacy Policy

This Privacy Policy covers wholelattelove.com's treatment of personally identifiable information that we collect when you are on the wholelattelove.com site.

Information Collection and useInformation Collection & Use
Whole Latte Love collects personally identifiable information when you register for an account and when you use certain products or services. When you register with Whole Latte Love, we will ask for your name, address and e-mail address. Whole Latte Love uses this information for two general purposes: To fulfill your requests for certain products and services and to customize the advertising and content you see through the following methods:

  • Newsletter
    Please note: When you sign up for an account or place an order with Whole Latte Love, your email address is automatically entered into our newsletter database. The newsletter is generally sent out once a month, it offers coupon codes, sale items, feature products, and informative articles. Simply click on the unsubscribe button, found at the bottom of the newsletter, if you do not wish receive future newsletters. Email addresses are not sold or shared with other companies. They are used solely by Whole Latte Love.
  • Email-Exclusive Offers
    Due to ever changing spam and privacy filters, please be aware that email communications, sent from WholeLatteLove, may end up in your junk mail or spam mail folders. So, when you are expecting e-mail from us, don't forget to check these folders. To ensure you receive our exclusive offers, add our email address to your address book. Email addresses are not sold or shared with other companies. They are used solely by Whole Latte Love.
  • Dynamic Remarketing
    When you put an item in your shopping cart we endeavor to keep track of that selection for you even if you lose your internet connection, click away from the page, or move away from the website. By using an intelligent Teracent cookie to send browser history to dynamic on-line advertisements you may see that item on ads across the internet. If you do not wish to allow use of the Teracent cookie feature, you can opt out by visiting the Teracent opt-out page.

Information Sharing & Disclosure
Whole Latte Love will not sell or rent your personally identifiable information. Whole Latte Love will send personally identifiable information about you to other companies or people only when: (1) We have your consent to share the information. (2) We need to share your information to provide the product or service you have requested. (3) We need to send the information to companies who work on our behalf to provide a product or service to you. Unless we tell you differently, these companies do not have any right to use the personally identifiable information we provide to them beyond what is necessary to assist us. (4) We're required to respond to subpoenas, court orders or legal process.

Changes to Policy Page
Whole Latte Love may amend this policy from time to time. If we make any substantial changes in the way we use your personal information, we will notify you by posting a prominent announcement on our pages.

Questions & Suggestions
If you have questions or suggestions, please send an e-mail to sales@wholelattelove.com.


Security Policy

Ensuring the security and protection of your personal information is important to us. When you choose to purchase from Whole Latte Love, you will be taken to a secure web page to enter credit card information to complete the purchase.

Whole Latte Love only uses 128-bit SSL encryption. SSL technology encodes information as it is being sent over the Internet, helping to ensure that the information transmitted remains confidential.

SSL technology requires the use of compatible browsers, which allow you to communicate with our website in a protected session by encrypting information that flows between you and the site. Internet Explorer browser versions prior to 3.02 and Netscape browser versions prior to 4.02 are not capable of 128-bit encryption. We recommend you use the latest browser versions available.


Coupons and Pricing

Coupons and PricingCoupon Exclusions

We enjoy providing valuable special offers to our customers. Unless stated otherwise, all special offers are subject to the following standard terms and conditions:

  • Coupon codes may not be valid with special offers.
  • Coupon codes must be used at the time of check out. After entering the coupon code, you must click the "UPDATE" button in order for the discount to be applied to your order
  • Special offers may not be valid on certain items.
  • Each coupon code has an expiration date. After this date has passed, the coupon code will no longer be valid
  • Coupons exclude products from these manufacturers: Baratza, Breville, Delonghi, ECM, Izzo, Jura Capresso, La Spaziale, Quick Mill, Rancilio, Rocket Espresso and Saeco.
  • Prices subject to change without notice. Special sales and offers exclude all prior purchases.

Price Match Guarantee

We know that great customer service and an all-around pleasant shopping experience is important, but we also understand that value is a key part of the package. If you find a retailer that has a better advertised price than our website, let us know and we'll do our best to match it! Please fill out our Price Match Request form to request the price match.


The following conditions apply to all Price Match Requests:

  • We will be happy to price match any Authorized US Retailer of the product in question.
  • Parts or Accessories do not qualify for this program and cannot be price matched.
  • Prices can only be matched for identical items (Same model number)
  • The Items being matched must be in stock at the Authorized US Retailer with the lower price when the price match is requested.
  • The price to be matched must be posted on the website of a manufacturer-authorized US dealer. We cannot match prices offered by Wholesalers, non-US Retailers or Retailers operating from outside of the United States.
  • Price matches must be explicitly requested at the time of purchase. We are unable to honor price match requests placed after the transaction has been processed.
  • The price match will be identical to the competitor's offer. Free items will not be included unless they are also part of the competitor's package.
  • Additional shipping charges may apply to orders where price matches have been made and the competing website charges shipping.
  • Whole Latte Love reserves the right to decline a price match at our discretion.

Bundle Pricing Return Policy

When you buy a package or gift set through Whole Latte Love, the bundle price is often lower than the regular retail value of the items, if purchased separately. You can return one or more items purchased as a bundle; however, the refund will reflect the discounted price of the item(s) based on the package price. The refund amount may differ from the retail value of the item when sold separately.


Shipping Information

  • Orders placed prior to 3pm EST will ship same day.
  • Whole Latte Love offers free ground shipping to destinations in the Continental United States on all retail orders over $50 (excludes commercial products).
  • All parts will incur a $5.95 shipping and handling fee.
  • Starter kits are shipped and packaged separately from the machine. You should receive the tracking number for both via e-mail. This could result in receiving your merchandise on different days. Some items may ship via USPS.
  • Some small items may ship via USPS and will therefore not have a tracking number available.
  • Some items may be drop-shipped directly from the manufacturer. These items will not receive an automated tracking number. Please contact us directly if you have any questions regarding your shipment.
  • Shipping included on specified products is available in the contiguous US only. Shipping to Hawaii, Alaska, Canada, Puerto Rico, etc... will incur an extra shipping charge.
  • Please note that we are unable to ship Jura Capresso and Capresso branded items to Canada.
  • We can only ship items weighing under 1lb to a PO Box. Items weighing more than this must be shipped to a valid street address.
  • FedEx & UPS Air Shipments: If ordering a machine that has to go Next Day, 2nd Day and 3 Day Air shipping please make sure you place your order before 12:00 PM EST to help ensure that it ships that day. We do our best to make sure all priority air packages are shipped the same day. However we cannot guarantee that air shipments placed after 12:00 PM will ship that day. Please give us a call if you need a priority package shipped and you are ordering after 12:00 and we will do our best to get it out the door.
  • Expedited Shipping:
    -Expedited Shipping Offer excludes items shipped on pallets and commercial products. To receive 50% Off Expedited Shipping, your order must total $200 or more.
  • -Next Day Air, 2nd Day Air and 3 Day Select are subject to FedEx or UPS policies.
    -Saturday delivery is only available for FedEx Express or UPS Next Day Air and must be specified at the time of ordering. No expedited shipments are delivered on Saturdays unless otherwise specified.
    -"In Transit" times provided by FedEx and UPS are based on business days and do not include Saturdays or Sundays.
    -Hawaii and Alaska are not eligible for free standard shipping and other shipping promotions.
    -Compak, Dalla Corte, Espresso Vivace, Grimac Royal Falcon, Izzo, La Marzocco, La Spaziale, Quick Mill, products, all commercial products, the Gaggia TS and the Rancilio Epoca are not eligible for 50% Off Expedited Shipping promotion.
  • APO Shipping:
    -When placing an order with Whole Latte Love for those serving overseas at an Army Post Office (APO) or Fleet Post Office (FPO) we ask that you know a few things before you place your order. Specifically the Service Member's Full Name, the Military Unit, and APO/FPO address with full zip code.
    -The USPS also has weight and size restrictions on packages. Packages shipped using the USPS cannot exceed 70 pounds because shipping to an APO/FPO is still considered domestic mail. Size is limited to a total of 72” including the height, width and length.
    -Please note that Prosumer Espresso Machines CANNOT be shipped to APO/FPO address, due to USPS size restrictions.

Shipping Delays

Customer agrees that it will not hold Whole Latte Love accountable for delays in delivery occasioned by acts of God or other circumstances over which we have no direct control. Factory shipment or delivery dates are the best estimates of our suppliers, and in no case shall Whole Latte Love be liable for any consequential or special damages arising from any delay in delivery.


International OrdersInternational Orders

  • All international orders must be placed over the phone.
  • All packages shipped outside of the US are considered international.
  • Currently, we only ship to Canada and all Canadian orders should be placed over the phone. Please call our sales department at 1-888-411-5282 and our sales associates would be happy to assist with your order. Customers are responsible for all duties and taxes.
  • Warranties are void on ALL machines shipped to or transported outside of the US.
  • Please note that we are unable to ship Jura Capresso or Capresso branded items to Canada.
  • The customer is responsible for all shipping, customs fees, brokerage fees and all other delivery fees associated with delivery of the package.
  • Whole Latte Love reserves the right to choose the appropriate method and carrier for shipping.
  • Whole Latte Love is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
  • In transit times are provided by UPS and are based on business days.
  • Whole Latte Love does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • Orders will not be shipped without verification of shipping costs by customer. This cost does not include customs fees, brokerage charges or any other associated fees which are the sole responsibility of customers at time of delivery.
  • Customer is responsible for all return shipping costs involved with defective merchandise.

Expedited Shipping

  • Next-Day Air, 2-Day and 3-Day deliveries are subject to UPS policies.
  • Saturday delivery is only available for UPS Next-Day and must be specified at the time of ordering. Expedited shipments are not delivered on Saturdays, unless otherwise specified and additional charges will apply.
  • "In Transit" times provided by UPS are based on business days and do not include Saturdays, Sundays or holidays.

APO Shipping

  • When placing an order with Whole Latte Love for those serving overseas, at an Army Post Office (APO) or Fleet Post Office (FPO), we ask that you know a few things before you place your order. Specifically, the service member's full name, the Military Unit, and APO/FPO address with full zip code.
  • Packages shipped using USPS cannot exceed 70 pounds because shipping to an APO/FPO is still considered domestic mail. The package size is limited to a total of 72, including the height, width and length.
  • Please note that Prosumer Espresso Machines CANNOT be shipped to APO/FPO address, due to USPS size restrictions.

Shipping Outside the Continental United States

Free standard shipping is available only for the Continental United States. If you live outside of the Continental U.S.  (Hawaii, Alaska, Canada, Puerto Rico, etc. ) an extra shipping charge will be applied to your order.


Draining the Boiler

Boiler Draining Instructions:
**These are guidelines. Owners manuals should always be consulted first. You are responsible for making sure this is done properly; if not, you will be charged if the machine is damaged.**

Please note: We carry machines that may not be listed below. In such cases, please refer solely to the manufacturer's instructions or their technical support.

Non Heat-Exchanger Semi-Automatics
Heat-Exchanger Semi-Automatics
Super Automatics

Semi-Automatics (Non Heat-Exchanger Machines Only)

  1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech Department before continuing.
  2. Only perform this procedure when your machine is COLD! If the machine has been used previously on this day, please make sure the heating elements are completely cool before continuing, or you run the risk of being burned.
  3. With the machine unplugged, please remove the portafilter handle, drip pan, drip tray cover, water reservoir, water reservoir cover and any other loose parts that may fall when the machine is tipped over.
  4. Lay the machine on its back.
  5. With all buttons and switches in the off position, plug in the machine.
  6. Find a tall-sided container that can hold about 20oz. or more.
  7. Hold the container under the steam wand and tilt it slightly down so that the container is in a position to catch water that will be coming out of the steam wand.
  8. Turn on the power switch.
  9. Activate the pump.
    a. This step will differ depending on the machine that you have.
    b. If there is a hot water dispensing button, turn that on.
    c. Turn on whatever buttons you normally would to receive water out of the steam wand.
  10. Water should now be coming out of the steam wand and landing in your container.
  11. Run the machine until the stream of water has dissipated.
  12. Now tilt the machine on its head, following the steam wand with your tall-sided container.
  13. The stream of water will most likely pick up pace again.
  14. Once the water has stopped, rest the machine back down on its back and turn off your water and main power switches. The boiler is now drained.

Semi-Automatics (Heat-Exchanger Machines Only)

  1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech department before continuing.
  2. Caution! The machine must be heated to steam temperature to properly drain the boiler. The machine and water are at scalding temperatures!
  3. Plug the machine in and allow it to come to normal brewing temperature/pressure.
    a. If you are uncertain how to complete this step, refer to the manufacturer's instruction manual.
    b. This step may slightly differ for each machine.
  4. Find two LARGE tall-sided containers, place one under the brew group and one under the hot water dispenser.
    a. Make sure that both containers are solidly in place and will not spill or fall when water begins to drain into them!
    b. Remember, these two containers combined need to be equal to, or greater than, the volume of your boiler.
  5. Remove the top of your water reservoir.
  6. Remove the water intake line from the water reservoir.
  7. Engage the pump by turning on the brew button.
  8. Beware of splashing hot water!! It will burn!!
  9. Run the machine until water stops flowing from the brew head.
  10. Turn off the brew button.
  11. Turn off the main power switch.
  12. Open the hot water dispensing valve.
  13. Run the machine until water stops flowing from the hot water dispensing valve.
  14. Beware of splashing hot water!! It will burn!!
  15. Close the hot water dispensing valve.
  16. The boiler is now drained.

Super Automatics (For Jura-Capresso and Jura machines, see the manufacturer's instruction manual.)

  1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech department before continuing.
  2. Caution! The machine must be heated to steam temperature to properly drain the boiler. The machine and water are at scalding temperatures!
  3. With the machine plugged in and the main power switch on, take the proper steps to heat your machine to steam temperature.
    a. If you are uncertain how to complete this step, refer to the manufacturer's instruction manual.
    b. This step may slightly differ for each machine.
  4. Place a tall-sided container that can hold 20oz. under the steam wand.
    a. Please use a container that will not conduct heat, it will get hot and may burn on contact. Try using a heavy plastic container, or preferably, a container with a handle.
  5. When the machine has reached steam temperature, open the steam valve. Beware of splashing hot water and steam!!
  6. While the machine is steaming, remove the water reservoir.
  7. When the machine no longer emits steam or water, close the steam valve.
  8. Turn off the steam button and main power switch.
  9. The boiler is now drained.

Conditions of Use

Cancellations and Alterations to Existing Orders
Once an Order Acknowledgment is approved, we cannot guarantee our ability to make changes or cancellations to an order. Whole Latte Love will make every effort to comply with your cancellation request. If you have already signed your Order Acknowledgment, you are liable to pay the agreed upon price for any work that may have been completed up to the time that we are able to cancel your order. These charges may include but are not limited to service requests, shipping charges and restocking fees. All completed work and costs incurred will be the responsibility of the customer.

Merchandise Consistency
Please note that we encourage you to take the opportunity to review a sample of the actual product before you order in bulk quantity. It is important that you understand that these samples are representative in nature. While we are very careful about the suppliers and manufacturers we use, manufacturing variations are unavoidable and a natural result of the manufacturing process. By choosing to place an order with Whole Latte Love, you are agreeing to accept merchandise with reasonable manufacturing variances in product material, color and packaging. The most common example of this is change of coffee packaging.

Site Images
We make best efforts to provide clear and color-correct product images on our site that best reflect the nature of the products. However, web site images are inherently limited in their ability to communicate color, scale, and detail. We want to remind customers to be careful about making assumptions about products from the site image alone. We cannot be held responsible for the difference between the images as they appear on your monitor and the final product. Please call our sales department at 888-411-5282 if you have any questions.

Transfer of Ownership of Merchandise
All goods become your property at the time they are accepted by the carrier.

Chargebacks
If you have questions regarding your order contact customer service at 888-411-5282, we are happy to address your concerns. Filing a chargeback in order to circumvent published policies, dispute policies, avoid published fees or fraudulently obtain services and/or products free of charge will result in being reported to all major credit bureaus as a delinquent collection account.

Check Returns
In all cases where we have a check returned for insufficient funds we will assess a $50.00 fee.

Fraud
IP logging is applied on all Internet orders. Fraud, including chargeback fraud will be prosecuted to the full extent of the law.

Acceptance
Your submittal of an online order and/or your signature on our Order Acknowledgment is a conditional acceptance by Whole Latte Love of your offer to purchase our goods and your acceptance of our terms and conditions. It may contain terms that differ from or add to those contained in your purchase order, should you have one, and to the extent that this is the case, Whole Latte Love hereby expressly conditions its acceptance of your offer on Whole Latte Love's assent to the additional or different terms. Your receipt and retention of the goods covered by this invoice shall constitute acceptance of any such additional or different terms. You and Whole Latte Love agree that any contract hereby entered into has been made and is to be construed to New York State Law.

Disclaimer of Liability
The website owner shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither the website owner nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.

Applicable Laws
Use of this website shall in all respects be governed by the laws of the state of New York, U.S., regardless of the laws that might be applicable under principles of conflicts of law. The parties agree that the New York State courts located in Monroe County, New York, shall have exclusive jurisdiction over all controversies arising under this agreement and agree that venue is proper in those courts.


Repairs

Machines we service
Thank you for choosing Whole Latte Love for the repair and maintenance of your machine. We are proud to be a factory authorized repair center for the following manufacturers:

  • Baratza
  • Brasilia
  • Ceado
  • Compak
  • ECM
  • Expobar
  • Gaggia
  • Giotto
  • Grimac Royal Falcon
  • Handpresso
  • Macap
  • Mazzer
  • Pasquini
  • Piazza
  • Rancilio
  • Rocket Espresso

All cleaning, repair, maintenance and upgrade services are performed by trained technicians with comprehensive troubleshooting experience. You can rest assured that your machine will be in good hands.

Warranty Repairs

  • A shipping and handling fee will be applied to all warranty repairs completed by Whole Latte Love. Shipping and handling are assessed as flat fees. The cost will be provided when repair service is arranged.
  • Warranties do not extend to accessories, parts or normal-wear parts - such as gaskets, portafilter handles, portafilter baskets, pannarello wands, etc.
  • Upon return receipt of a repair, please inspect all packages immediately upon receiving. All claims must be issued within 5 business days.

Extended Warranty Repairs
The extended warranty begins on the day that the manufacturer's warranty period ends and is valid for 1 or 2 years, depending on the type of warranty issued. After the manufacturer's warranty period ends, the extended warranty coverage is, then, directly handled through Whole Latte Love or its agents. Please review extended warranty information for the particular manufacturer of your product.

Non-Warranty Repairs
Non-warranty repairs are completed on an estimate basis only. We can provide a complete estimate, once the machine is received into our shop. The cost of an estimate is $45 (this fee is waived, should you proceed with refurbishment) plus the cost of shipping to and from our repair shop.

Cleaning Services

In addition to repair services, a deep cleaning can be added to any machine for an additional $45.
Deep cleaning includes:

  • Complete cleaning of machine housing (polish if applicable)
  • Cleaning of the drip tray, tray grid, cup warmer, exterior cleaning of group head, and control panel/switches
  • Cleaning of group head assembly, including the inspection of the dispersion plate and fasteners

Tune-Up Services

Semi Automatic**$85.00

  • Complete cleaning of machine housing (polish if applicable)
  • Cleaning of the drip tray, tray grid, cup warmer, exterior cleaning of group head, and control panel/switches
  • Cleaning of group head assembly, including the inspection of the dispersion plate and fasteners. Part replacement as needed.
  • Part replacement of the group head gasket and shower screen.
  • Complete descaling
  • Cleaning of all accessories

Super Automatic** $140.00

  • Complete cleaning of machine housing (polish, if applicable)
  • Cleaning of the drip tray, tray grid, control panel, steam wand, dispersion spouts and cup warmer
  • Disassembly and cleaning of the internal grinder burrs and recalibration of the grinder afterwards
  • Replacement of burr plates, as needed. *Price of part(s) not included.
  • Disassembly, clearing and cleaning of grind chamber, this includes all chamber surfaces, threading, transport paddles, washers, gaskets, spacers and adjustment collars
  • Maintenance and lubrication of central brew unit. This includes the replacement of the shower screen(s), check valve, spring(s) and outlet piping of the unit, as needed. Lubrication of gaskets and transport channels included.
  • Testing and cleaning of solenoid valves, steaming valves and piping (if applicable)
  • Complete descaling

Prosumer** $175.00

  • Complete cleaning of machine housing and accessories (polish if applicable)
  • Cleaning of the drip tray, tray grid, cup warmer, exterior cleaning of group head, and control panel/switches. Cleaning and lubrication of the group head, which includes the complete disassembly and cleaning of all of the moving parts on E-61 group head equipped machines; gasket replacement as needed.
  • Back-flushing of group head and three-way valve using detergent, complete rinsing of group head and three-way valve included.
  • Replacement of the shower screen, group gasket.
  • Removal and replacement of dispersion plate (as needed)
  • Removal and replacement of boiler safety and vacuum relief valves.
  • Performance check and/or replacement of pressure stat, thermostats, boiler sensor probe, and fittings.
  • Calibration of pressure stat. Pressure test, steam test, performance testing of temperature control components and boiler valves.

Grinder** $60.00

  • Complete cleaning of machine housing (polish, if applicable)
  • Removal and cleaning of bean hopper
  • Clearing and cleaning of doser or chute
  • Inspection of burr plates, replacement if necessary. *Price of part(s) not included.
  • Calibration of burr plates
  • Calibration of tension springs
  • Disassembly, cleaning and lubrication of the doser mechanism.
  • Includes return shipping

**If we identify any repairs not covered by the tune-up, we will contact you with our recommendations for repair.

Prosumer Services

We offer several upgrades for Prosumer models. These upgrades are done in our repair center by professionals.

Tune-Up** $175.00

  • Complete cleaning of machine housing and accessories (polish if applicable)
  • Cleaning of the drip tray, tray grid, cup warmer, exterior cleaning of group head, and control panel/switches. Cleaning and lubrication of the group head, which includes the complete disassembly and cleaning of all of the moving parts on E-61 group head equipped machines; gasket replacement as needed.
  • Back-flushing of group head and three-way valve using detergent, complete rinsing of group head and three-way valve included.
  • Replacement of the shower screen, group gasket.
  • Removal and replacement of dispersion plate (as needed)
  • Removal and replacement of boiler safety and vacuum relief valves.
  • Performance check and/or replacement of pressure stat, thermostats, boiler sensor probe, and fittings.
  • Calibration of pressure stat. Pressure test, steam test, performance testing of temperature control components and boiler valves.

Rotary Pump Conversion With drain line $710.00

  • Removal of the vibration pump in a Brewtus I, II, III, or IV
  • Installation of a Rotary Pump kit and drain line kit.

Prosumer Safety Kit ** $140.00

  • Removal and replacement of vacuum relief valves.
  • Performance check and/or replacement of pressure stat
  • Replacement of high limit safety switch
  • Removal and replacement of pressurized teflon lines
  • Calibration of pressure stat. Pressure test, steam test, performance testing of temperature control components and boiler valves.

E61 Group head rebuild Kit ** $140.00

  • Cleaning of machine drip tray, tray grid, cup warmer, exterior cleaning of group head, cleaning of control panel/switches. Cleaning and lubrication of the group head. This includes the complete disassembly and cleaning of all of the moving parts on E-61 group head equipped machines.(gasket replacement as needed)
  • Back-flushing of group head and 3 way valve using detergent, complete rinsing of group head and 3 way valve included.
  • Replacement of the shower screen, group gasket.
  • Removal and replacement of dispersion plate (as needed)

Expobar Vibration pump kit ** $144.00

  • Replacement of the Pump, De-Aerator, Over Pressure Valve, and Pump elbows.
  • Test and calibration of brew pressure and OPV.

PID Conversion $515.00

  • We can convert older Expobar Brewtus modesl (I and II) from analog to PID brew boiler control. This will give you greater control over machine temperature and the espresso extraction process. The complete PID kit and installation is included with the cost of the conversion.

Warranty Policies

Manufacturer Warranties

All of our products have a full manufacturer's warranty in the continental United States. Warranty issues must be dealt with directly through the manufacturer with which the warranty is held. Warranties held by WholeLatteLove are also valid in Canada, excluding items that are Gaggia, Capresso, and Jura Capresso branded. Allocation of shipping and handling charges lies with the discretion of the manufacturer with which the warranty is held. Shipping and handling is non-inclusive of warranty. (Warranty information listed below applies only to new machines.)
See a complete list of manufacturer parts and labor coverage, support information and more.

Warranty Notes:

  • A Shipping and handling fee will be applied to all warranty replacement parts shipped from Whole Latte Love.
  • Warranties do not extend to accessories parts or normal-wear parts such as gaskets, portafilter handles, portafilter

Latte Rewards

Earning Latte Rewards

  • You must be a Member of the Latte Rewards Program to accumulate Latte Rewards.
  • The Latte Rewards Program begins as of 12:00am, November 16 2012. All calculations are based on this start date.
  • Latte Points are calculated on orders placed on or after November 16, 2012. Orders placed prior November 16 2012 do not qualify for this program.
  • Latte Points are currently awarded at the rate of 2% per US dollar spent in qualifying merchandise purchases. Example: A purchase of $215.00 in qualifying merchandise earns $4.30 in pending rewards.
  • Purchases of Commercial Products are excluded from the Latte Rewards program and do not accrue any rewards.
  • Latte Points are earned on the price paid for merchandise after any coupons, discounts or other deductions are applied.
  • You must accumulate a minimum of $5 in Pending Latte Rewards before they may be redeemed as Gift Certificates.
  • Pending Rewards must be at least 60 days past the date on which their source-order was shipped in order to be eligible for redemption.
  • Gift Certificates are issued for eligible Latte Rewards on the 1st and 15th of every month.

 

About Latte Rewards

Latte Rewards have no cash value, are non-negotiable, and cannot be redeemed either in whole or part for cash. Latte Rewards do not constitute property of any member or other person and may not be brokered, bartered, attached, pledged, gifted, sold or other consideration or if received or used in violation of the terms and conditions herein. Latte Rewards from multiple accounts may not be combined and are not capable of being combined or transferred to any other type of Program offering or reward.

Whole Latte Love, in its sole discretion and without prior notice to Member, may change (a) the value of the Latte Rewards earned by the Member, (b) the number of Latte Points needed to earn a Bean Buck; (c) the period of time Member has to earn Latte Rewards; or (d) cancel the program.

 

Additional Terms and Conditions

Whole Latte Love reserves the right to cancel, modify or restrict any aspect of the Program at any time with or without notice. Membership in the Program may be revoked at any time. Any abuse of the Program, failure to follow any terms of the Program, or any misrepresentation may subject Members to surrender all accumulated Latte Rewards and will affect eligibility for further participation in the Program. Further, Whole Latte Love reserves the right to seek all remedies, whether available at law or at equity, criminal or civil, in the event Member abuses the Program or any Latte Rewards, fails to follow any terms of the Program, or makes any misrepresentation to Whole Latte Love. Program purchases, as reflected in Whole Latte Love records, shall be deemed correct and Whole Latte Love reserves the right to determine the qualification for any transaction and to correct or modify the Latte Rewards amount at any time based on Whole Latte Love records and calculation of account information. By becoming a member of the Program, customer agrees to receive advertising, marketing materials and other communications from Whole Latte Love and to release Whole Latte Love and its affiliates from all liability in connection with the Program. The Program does not create any property rights in favor of the Member. The Program shall be governed by the laws of New York State, without regard to its conflict of laws and principles. Members submit solely to the jurisdiction of any appropriate court within Monroe County, New York State, for adjudication of disputes arising from this Agreement. Program rules are void only to the extent prohibited by law.

Members agree that in a dispute with Whole Latte Love about the program, Members will try to resolve the dispute through negotiation with Whole Latte Love. If agreement cannot be reached after negotiation, Members agree to seek resolution through binding arbitration.

 

Termination

Members may cancel participation in the program and/or request not to be communicated via email by notifying Whole Latte Love at LatteRewards@wholelattelove.com.

 

Membership Expiration

Any Members account with no qualifying purchase for a period of one year or longer may be deemed inactive and the account and all Latte Rewards therein may be deleted. Latte Rewards remaining on a Member's account will expire at the conclusion of the Program in place or at the sole discretion of Whole Latte Love, whichever occurs first.

 

Sponsorship

Whole Latte Love is the exclusive sponsor of the Latte Rewards Program. All rights reserved.

Whole Latte Love participation points are NOT part of the Latte Rewards Program and cannot be redeemed for Latte Rewards.