If the bayonet section of the main body has broken (where the basket attaches) , it will be due to the following reasons outlined in our 'SAFE USE & MAINTENANCE'(https://www.coffeejack.co.uk/safeuse) section. In the event that these preventive measures are not followed, it could result in damage caused by overloading the bayonet. We have spare parts available via the website: https://www.coffeejack.co.uk/replacement-components (https://www.coffeejack.co.uk/replacement-components) The video below shows the steps required to replace the COFFEEJACK main body in order to get your machine working again. HOW TO REPLACE THE MAIN BODY: https://www.youtube.com/watch?v=XHs7HWHz5I0 Removal and Replacing the PRV- Pressure Relief Valve (if not already fitted within the main body replacement) 1. Use a blunt tool to push the PRV downwards until released. Ensure to use a tool small enough to press the centre cavity only as shown in the image below. *Do not use a sharp tool as this could permanently damage the PRV)* https://static.wixstatic.com/media/407a4b_b60662dd8be5448d8d41797ed7365d27~mv2.jpg 2. Push the PRV into the new main body component. TOOL SPECIFICATION *to avoid permanent damage*: - Must be wide enough to avoid compressing the central ceramic ball - Must be narrow enough to not exceed the outer diameter of the PRV. See image below: https://static.wixstatic.com/media/407a4b_e26fafc80c9448c58ca9ee87c1b50295~mv2.png

DAMAGE ON ARRIVAL/DURING USE: COFFEEJACK products are quality inspected prior to shipment to ensure they do not leave the factory damaged. Our packaging is also resilience tested to ensure no damage occurs from impacts (see more below). However, in that the event glass is broken upon arrival it will be due to excessive impact during transit. Given this is a logistics issue, a claim can be raised via the logistics company. Alternatively, we are in the process of building a replacements parts section on the website with clear instructions based on replacing components. SOLUTION FOR BROKEN COMPONENTS: We have spare components available via the website: https://www.coffeejack.co.uk/replacement-components (https://www.coffeejack.co.uk/replacement-components) For information on how to avoid future damage once this repair is complete, please click HERE.(https://www.coffeejack.co.uk/safeuse) Additionally, we will explore opening a maintenance service whereby the machine can be returned to us for repair and servicing. The video below shows the steps required to safely replace the COFFEEJACK glass chamber in order to get your machine working again. PACKAGING INFORMATION: Our packaging has been extensivly tested to ensure that it keeps items safe during transit. We use two forms of packaging based on our Standard and Eco options, both of which have been drop tested to height exceeding 3 metres. BROKEN AIR FILLED BAG: If you received your product in Eco-packaging and the plastic component was deflated, then the packaging would have encountered a significant impact during transit by the courier. Our air filled bags are custom made for COFFEEJACK and filled using a high pressure compressor. This form of packaging is commonly used to transport lightbulbs, glasses and many other highly fragile items. They are very resilient to impacts during transit but could potentially break if exposed to an excessive force during handling. It is important that the steps indicated in the video below are carefully followed to ensure safe removal and refit of broken glass: https://www.youtube.com/watch?v=XHs7HWHz5I0&t=128s

We have spare components available via the website: https://www.coffeejack.co.uk/replacement-components (https://www.coffeejack.co.uk/replacement-components)

If the shower screen filter has fallen off then it is possible that at some stage the coffee level has been too high in the basket. This causes excessive force of the filter once attached to the bayonet. As a result, the inner circumference of the filter is slightly expanded and it no longer grips the the main body. However, this is a very simple fix! Once the filter is removed from the unit, simple push lightly on 2-3 points around the edge of the filter using a blunt tool. This will slightly bend the metal wall inward to grip onto the main body. There should be no reason to repeat this process in the future. https://static.wixstatic.com/media/bd2c22_56c509df540c47128ff0340d55e96930~mv2.jpg

If there are indentations on the basket filter, the system has been subject to excessive force at some point. Indentations do not affect the usage or lifespan of the product in any way due to a supportive structure underneath. There is no requirement to disassemble or replace this component.