Frequently Asked Questions

Common Troubleshooting Issues
Why is my coffee urn not boiling water/heating anymore?

Oh no! Most of our appliances are fitted with an in-house thermal cut-off system. That means that when there isn't enough water in the percolator, the appliance will automatically shut-off and discontinue its heating mechanism in order to avoid over-heating/fire hazards. If this has occurred to your system, the coffee urn's light will still show that it is on, but it will not be able to boil water again even if you add more water. In order to make the appliance operational again, the reset button on the bottom of the appliance must be pressed once the appliance has cooled down sufficiently. First, unplug your appliance, let it cool, plug it back in, turn it on, press the reset button, and all should be well. 

Why is my appliance leaking?

Due to the various complex parts and mechanisms of our appliances, leaks could possibly occur at a variety of areas. Check first if the tap is absolutely pressed flush in the closed position when not in use. If the leak is occurring at a junction point, make sure the screw/knob is entirely turned inwards. Remember, righty-tighty and lefty-loosey! 

Unfortunately, many of these parts may come loose on the bumpy road en route to your address. If your appliance is innately defective, we will happily replace it under our 6-mo. warranty. 

Why is my appliance rusting/discoloring/staining?

Although our appliances are stainless steel, improper use of any stainless steel product can rust its surface. Our appliances should be cleaned with a scouring agent and a scouring pad. Enclosed with your product should be a pipe cleaner for the glass gauge running through the appliance. This brush can also be used to clean the percolator. Use hot soapy water to scrub all other areas, but DO NOT use baking soda. 

How do I clean my SYBO product?

Depending on which product you have, cleaning options may vary. If you own the SYBO Coffee Maker, clean the filter basket, filter cover and top cover with a non-abrasive detergent and then dry them off with a soft dry cloth. The inside of the tank and the percolator pipe are made of stainless steel and can be cleaned with a scouring agent, possibly in combination with a scouring pad. If the appliance is to function properly, the cavity in the middle of the base must be free of lime scale and coffee deposits. Use a scale remove if necessary. The inside of the glass gauge can be cleaned with the aid of the enclosed pipe cleaner.

First unscrew the gauge cap, then insert the pipe cleaner into the glass gauge from above. Brush may also be used to clean percolator. DO NOT dismantle the glass gauge in the process. To clean faucet, unscrew handle. Move a brush up and down though faucet, then insert brush through opening inside appliance to clean faucet connection. Wash faucet handle in hot soapy water and rinse. Replace faucet. DO NOT use baking Soda to clean appliance as it can discolor and pit the metal!

What is SYBO's refund policy?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

What is SYBO's warranty policy?

Your satisfaction of your SYBO product is our highest priority. Thus, All the products come with 1-year parts warranty coverage due to manufacturing defects. Contact us if you have any unresolved issues with your SYBO product, and we will see what we can do for you!

What is SYBO's return policy?

All returns must be requested within 10 days of delivery, authorized by Sybo International LLC before return, and shall be subject to a $20.00 or 20% restocking fee, whichever is higher. Returns must be shipped freight prepaid, in accordance with Sybo’s instructions, and in the same condition as delivered.

Defective products that Sybo authorized for return must have the original package. If the original package is not available, Sybo may charge up to $300.00. At the time of pickup, the product must be on the street level by the curbside or pickup dock and securely tied down to a pallet.