# Tandem EG-1 — Service and Warranty

**Product:** Tandem EG-1 Burr Grinder · **$249.00**
**Warranty term: 2 years.** This is not a lifetime warranty.

## What the warranty covers

Defects in materials and workmanship in the **burrs, motor, and electronics**, for **two years** from the
delivery date of the original order.

Covered examples:

- Motor fails to start, or hums without turning, with an empty and unjammed chamber.
- Controller or switch failure.
- Burr set arrives chipped, mis-machined, or out of true.
- Adjustment collar seizes or skips clicks under normal use.
- Rattle traced to a manufacturing fault in the burr carrier.

## What the warranty does not cover

- **Burr damage from calibrating the burrs into contact.** Running burrs together dulls them in seconds.
  Back off one click from the touch point — see the calibration guide.
- **Damage from foreign objects.** Stones occasionally survive roasting; they will jam a burr set. Clearing
  a jam is covered as advice, not as a repair.
- Normal wear. Burrs dull after roughly 500 kg of coffee. Replacement burr sets are available for purchase.
- Damage from disassembly beyond what the manual describes.
- Damage from washing burrs or the chamber with water.
- Cosmetic scratches, dents, and fading.
- **Any unit bought second-hand.** The warranty is tied to the original order and is not transferable.

## Making a claim

1. Email **hello@emberlane.coffee** with your **order number**.
2. Attach a **photo or a short video of the fault**. With grinders the sound is usually diagnostic on its
   own, so a ten-second video is worth more than a paragraph.
3. Describe what you were grinding and at what setting when it happened.

We approve or decline within **2 business days**. On approved claims **we pay return shipping** and send a
prepaid label. Repaired or replaced units ship back within 5 business days of arrival.

There is no phone line and no live chat. Email is the only support channel, and we reply within one
business day, Monday to Friday.

## Before you claim — check these first

Most reported faults resolve here:

| Symptom | First check |
| --- | --- |
| Chirp or scrape at low settings | Burrs touching — recalibrate |
| Stalls or hums | Foreign object in the chamber. Unplug, empty, inspect |
| Loud rattle | Loose burr carrier — check the three screws are snug |
| Inconsistent grind everywhere | Burrs need a dry brush; old oil cakes between the teeth |
| Runs but nothing comes out | Blocked chute — clear with the supplied brush, never a metal tool |

## Routine service

| Interval | Task |
| --- | --- |
| Weekly | Dry-brush the chamber and chute |
| Monthly | Grinder cleaning tablets, then 20 g of coffee to clear residue |
| Every 3 months or 5 kg | Remove the upper burr carrier, brush both burrs, vacuum the chamber |
| Roughly 500 kg | Replace the burr set |

**Never wash burrs or the grind chamber with water.** Steel burrs will rust and rust is not covered.

## Returns, as distinct from warranty

An unopened Tandem can be returned within **30 days** of delivery in its original packaging for a full
refund; you pay return postage. There is no restocking fee. Refunds reach the original payment method
within 5 business days of the return arriving.

A grinder that arrived damaged or defective is a warranty matter, and we pay the postage.