Frequently Asked Questions (FAQ) – Brew Society

Products and Offer

What types of products do you offer?
In our offer, you will find everything you need to prepare excellent espresso at home:

• Espresso machines: High-quality home espresso machines from renowned manufacturers, for an authentic barista experience at home.

• Coffee grinders: Precise coffee grinders that enable uniform grinding of beans necessary for good espresso.

• Coffee beans: Carefully selected freshly roasted coffees (Arabica and blends) ideal for espresso and other preparation methods.

• Additional equipment: All accompanying accessories – from tampers, milk pitchers, knock boxes, to cleaning agents and spare parts.

Are the espresso machines intended for home or professional use?
All our espresso machines and grinders are intended exclusively for home use. This means they are designed for enthusiasts and coffee lovers who want a premium beverage at home or in the office. Although they are of high quality and durable, these devices are not intended for continuous commercial use (e.g., in cafes). They are ideal for home baristas who care about the quality of every espresso.

Warranty

How long is the warranty and what does it cover?
For espresso machines, grinders, and other electrical devices from our offer, we provide a 24-month warranty (two years) from the date of purchase. The warranty covers manufacturing defects and malfunctions under normal use conditions. If the device stops working properly due to a manufacturing or assembly error, it will be repaired or replaced at the expense of the warranty. The warranty does not cover damage caused by improper use, physical damage due to drops, wear and tear from everyday use (e.g., seals, nozzles, grinding blades), or damage caused by inadequate maintenance (e.g., limescale due to irregular cleaning).

How can I claim my warranty and where is the service performed?
In case of a malfunction within the warranty period, you need to contact us (via email or phone) and report the problem. Our team will advise you on the next steps – often minor issues can be resolved with quick consultation or instructions. If service is necessary, we will direct you to an authorized service center. Service within the warranty period is performed by an authorized service provider for the given brand, to ensure proper repair with original parts. You can bring or send the device to the service center (keep the original packaging for safe transport). Repair costs within the warranty period (parts and labor) are covered by the warranty. It is important to keep your fiscal receipt or warranty card as proof of purchase when claiming the warranty.

Delivery

How long does delivery take?
We strive to deliver orders as quickly as possible. The usual delivery time is 1–3 business days from order confirmation for addresses in Serbia. If you order before noon, we can often ship the package on the same day. Deliveries are made on business days, by a courier service that delivers the package to the address you provided. During periods of high demand or extraordinary circumstances (e.g., holidays, bad weather conditions), delivery may take a day or two longer, about which we will inform you in a timely manner.

How much does delivery cost and do you offer free delivery for larger orders?
The delivery price is fixed and amounts to approximately 300–400 RSD for all orders within Serbia (the specific tariff depends on the courier service and package weight, but generally falls within this range). Free delivery – For larger purchases, we offer the option of free delivery. Specifically, for all orders with a total value over 20,000 RSD, delivery is free. This means that if you have products in your cart exceeding that amount, you will not pay for delivery costs. Our goal is to reward larger purchases and make it easier for you to order a complete espresso package (machine, grinder, coffee, and equipment) all at once. Note: Free delivery is automatically calculated in the cart – if you exceed the threshold, the delivery cost will be 0 RSD during payment.

Do you deliver outside Serbia?
Currently, we deliver only within Serbia. This includes all cities and populated areas in Serbia. At this stage, we are focused on reliable and fast delivery to domestic customers. We are working on enabling delivery to other countries in the region in the future. If you are from abroad and interested in our products, you can contact us directly – we will try to find a solution or provide you with information about purchasing options through partners in your country.

Payment

What payment methods do you accept?
We offer customers multiple payment options to make purchasing as simple and secure as possible:

• Online payment with cards: We accept most debit and credit cards (Visa, MasterCard, Maestro, DinaCard etc.) through a secure online system. Online payments are processed via the CorvusPay platform, a leading regional processor for card transactions.

• Payment by bank transfer: Advance payment directly to our bank account (wire transfer/internet banking) is also possible if desired. In that case, the goods will be sent after payment is made. For instructions on payment to the account, you can contact us when ordering.

Are online transactions secure?
Yes, we pay extreme attention to the security of online payments. Our online store uses the CorvusPay system for secure processing of card transactions. CorvusPay applies the highest security standards in the industry (PCI DSS Level 1 certificate), which means that your payment card data is protected throughout the transaction. When paying, data entry occurs via an encrypted SSL connection – your data is forwarded directly to the bank, and we have no insight into the card number or store such information. In short, shopping on our website is as secure as shopping at a bank. Also, when delivering cash on delivery, you receive a fiscal receipt with the package that guarantees the correctness of the transaction.

Returns and Complaints

What is the deadline for product returns?
In accordance with the Consumer Protection Law, you have the right to return a purchased product within 14 days from the day it was delivered to you, without stating a specific reason. Within this period, you can decide whether the product suits you. If you wish to return it, you must notify us in writing (email) of your withdrawal from the purchase no later than 14 days from receipt of the goods, and then return the product within the appropriate deadline. Please note that this deadline applies to unused products. If you have used the product and a defect or dissatisfaction with quality has appeared, then a complaint procedure is initiated within the warranty or conformity, but the right to unilateral return without reason applies only to unused goods.

What are the conditions for return and who bears the cost of return delivery?
For a return to be approved, the product must be returned in original condition – undamaged, if possible in its original packaging, with all accessories and documentation that came with it. We recommend that you only test the product as much as necessary to determine if it suits you, but without visible signs of use. Cost of return delivery: If you are returning a functional and unused product because you changed your mind or it does not suit you, the cost of sending the product back to the seller is usually borne by the buyer. We do not charge any additional fees for the return processing itself, but the courier services for shipping to our warehouse are paid by the sender. In the event that the return occurred due to our error – e.g., a wrong product or defective item was delivered – we will bear the costs of return delivery and provide a replacement or full refund. In any case, our goal is for you to be satisfied, so we will strive to resolve every return or complaint quickly and fairly.

How can I initiate a complaint or product exchange?
The process is simple: you need to contact our customer support via email support@brewsociety.store (example address) or by phone. In your message, please provide your order number and a description of the problem you encountered. Our support team will respond as soon as possible (usually within 24 hours on business days) with further instructions. Depending on the nature of the complaint, we may request photos or a more detailed description of the defect to assess whether a replacement, service, or refund is needed. We will then guide you through the procedure: if a return or exchange is approved, you will receive an address to which you should send the product, or we will arrange for a courier to pick up the package from you. You will fill out a short complaint form (if applicable) that we will provide, for record-keeping purposes. Important: Do not send the product back before contacting us and receiving clear instructions, to ensure proper recording and processing of your request. After the product arrives back and we inspect its condition, we usually resolve the complaint (exchange or refund) within a few business days.

Contact and Customer Support

How can I contact Brew Society?
For all questions, doubts, or advice, you can contact us through the following communication channels:

• Email: Write to us at contact@brewsociety.store or support@brewsociety.store. We strive to respond to email inquiries within one business day.

• Phone: Our customer support phone +381 X60 40 24 850 is available during business hours. Feel free to call if you want a quicker response or direct advice.

• Online chat: (If available) The website occasionally offers a live chat option where you can communicate with a support operator in real-time.

• Social media: You can also send us a message via our Instagram or Facebook profile (@brewsociety.store), where we are also active and happy to answer community questions.

When is customer support available?
Customer support is available on weekdays from 9:00 AM to 5:00 PM. During this period, our team strives to respond to your calls or messages immediately. Inquiries received outside business hours will be processed on the next business day. We understand that sometimes questions can be urgent – if you contact us on weekends or holidays, we will do our best to respond as soon as possible. Also, technical support via email may be available outside standard business hours, but the response time might be slightly longer. In any case, we are here to help and resolve everything necessary as quickly as possible.

Use, Maintenance, and Technical Support

How do I clean and maintain my espresso machine?
Proper maintenance of your espresso machine is crucial for its longevity and the good taste of your coffee. We recommend the following steps:

• Daily cleaning: After each use, discard the used coffee from the portafilter, rinse the portafilter and basket with warm water, and wipe the gasket on the group head. Also, be sure to wipe the steam wand (for milk) immediately after you have finished frothing – milk can leave deposits if it dries.

• Regular washing: Every few days (or after about 10 extractions), clean the machine's group head using the backflush procedure (if the machine has a three-way valve). Use a blind basket and appropriate machine cleaning powder to rinse coffee oils from the valve and pipes.

• Descaling (decalcification): Limescale from water can clog your pipes and heaters. Approximately every 2–3 months (more frequently if you use harder water), perform a descaling process. Use special descaling liquids or tablets and follow the machine manufacturer's instructions. Regular descaling will significantly extend the life of your machine.

• Deep cleaning: Approximately once a month, perform a thorough cleaning – disassemble and wash the parts that come into contact with coffee (filter holder, filter baskets, water reservoir, drip tray). Check and clean the shower screen on the group head from coffee residues.

• Using quality water: It is recommended to use filtered or bottled water with low mineralization for your espresso machine. This reduces limescale buildup and improves the taste of your espresso. Never leave water in the reservoir for too long – change it regularly.

With such maintenance, your machine will provide consistent results and last longer. Also, you can always consult the manufacturer's user manual for specific cleaning guidelines for your model.

How to maintain a coffee grinder?
A coffee grinder also requires regular maintenance to keep grinding performance optimal:

• Daily: After grinding, especially if you don't plan to grind again that day, empty any remaining coffee from the bean hopper. Use a small brush (often included with the grinder) to clean out any ground coffee residue from the chute and burrs. This prevents build-up that can become rancid and affect the taste.

• Weekly: Once a week (or after ~ a kilo of ground coffee), perform a more thorough cleaning. Unplug the grinder, remove the bean hopper and dosing apparatus (if present). Carefully remove the main knife/burrs of the grinder. Clean them with a dry brush or soft cloth. Do not use water, as metal parts can rust – if they are oily from coffee, use a dry paper towel or special grinder cleaning tablets that are ground like beans and clean the interior.

• Burr check: Periodically check the wear and tear of the burrs (knives). If you notice that the grinder is not grinding evenly or you have to adjust to a finer grind to get the same result, the burrs may be dull. Burrs usually last a long time (several years in home use), but after a certain period, they need to be replaced with new ones for efficient grinding.

• Grind size adjustment: When reassembling the grinder after cleaning, you may need to slightly adjust the grind fineness setting as the position of the burrs changed during disassembly. Start with a coarse adjustment and slowly tighten to finer until you achieve the desired result for espresso.

Regular grinder maintenance ensures uniform grinding, a longer lifespan for the device, and consistent beverage quality. If you are unsure how to disassemble your grinder, consult the manufacturer's instructions or contact us for advice – we will be happy to help.

Do you provide advice or support for beginners?
Absolutely! One of our goals is to educate and support beginners in the world of espresso. If you are just buying your first espresso machine or grinder and feel a little unsure, we are here to help you every step of the way. On our website, you can find useful blog posts and guides for beginners – from the basics of espresso preparation, through proper milk frothing for cappuccino, to tips on how to choose the right coffee. Also, feel free to contact us directly with any questions: how to adjust the grinder, what grind size to use, how to tamp coffee, or how to solve potential extraction problems. Our team has experience and patience for beginners – we will understand all your dilemmas because we were once beginners ourselves. If you are from Serbia, we occasionally organize short trainings/demonstrations for customers (contact us to schedule). In short, do not hesitate to ask for advice – we want you to enjoy coffee and will gladly share our knowledge, whether by email, phone, or materials on our website.