Caffè Italia offers our back-to-base guarantee, and all after-sales support, even beyond the warranty expiration! Simply contact us for advice or any problems! Our qualified staff can assist you in a professional way. We can quicky handle problems over the phone or by email. The ideal resolutions steps are as follow: customer have an issue, customer share the issue with a data sharing app (you can use for instance www.cubetransfer.com to send us the material) we receive the videos and photos of the problem, our engineer identify the problem and supply the correct knowledge to customer to sort the issue out sending spare parts and giving the right guide lines to sort the issue out. Our company works with several dedicated service center across the country and Europe we also own a large number of spare parts in our depot, this guarantees quick support to customer and a great after sale experience.
Please note, warranty does not cover:
- Damage from improper use of the machine, including but not limited to:
- Incorrect filling of the boiler during the preparation and steaming processes, with consequent burning of the components
- Lack of regular descaling of the machine boiler and of the water system components
- Lack of thorough and regular cleaning of the milk froth components
- Lack of regular maintenance of the brew group of the machine
- Using non-commercial / household equipment in a commercial environment
Normal machine wear, including but not limited to:
- Replacement of gaskets
- Scratches, dents or other surface damage to any component
- Replacement of the grinder
- Regular maintenance, including but not limited to:
- Thorough cleaning of the milk froth components
GUARANTEE PROCESS AND RETURN IN THE UK
To send the product to the repair center, you need to send us an email at email@example.com with detailed information of the problem.
Make sure the goods are packed correctly and then arrange for the machine to be picked up by couriers or send the unit to our closest repair shop to get the full list just email us to get the closest service center to your premises. Any damage during transport is not our responsibility.
If a product is sold as a commercial product, the warranty is 12 months for parts unless you buy a full-service backup service which will give you 24 months warranty and full 24/7 support in place. Feel free to email us at firstname.lastname@example.org to have further details about the services.
FOR OUR EUROPEAN CUSTOMERS
Caffè Italia grant a big network across Europe of service center partners which provide support across EU for any warranty issue. Please note your warranty is for two years since the date you received the order, you warranty is registered with your order ID. In case you need support, just contact us by email us with a brief description of the issue, and some photos / videos. We will identify your closest service center provide you all the steps for the quickest resolution.
FOR CUSTOMERS LOCATED OUTSIDE UK-EU
Caffè italia never let anybody down: In case you are located outside UK / EU our company will still provide support with zoom call with our technicians, we will supply spare parts via Dhl Express (three days delivery) and guidelines for their installation, in other cases we will provide you also physical support in place depending on the country you are based. We have many successful stories of reparation in remote areas across the globe, we are proud to give maximum help to all our customers.
DELIVERY INTO THE EU ZONE
For destinations inside EU member countries, shipments will be handled directly from our European warehouse so EU VAT will be applied and no tax or duties will be applied on delivery. Please consider the grand total in the checkout the final price you will pay, you will receive the product with the proper country adapter and a final EU invoice. We ship across EU mostly with FedEx and UPS. Every transportation Is covered by a full insurance for the entire value of the goods. We offer full insurance for lost or damage goods with a dedicated insurance service which will give you maximum security for your purchase and guarantee of safety and security during the delivery of your order.
DESTINATIONS OUTSIDE UK-EU
For destination outside UK and EU, system will automatically deduct the 20 % of Tax (this is indicated in the checkout with a note stating Discount -Shipping Discount) once you select your target destination country, system will then add the shipping cost to the grand total. Please note that for every destination outside UK/EU we will also supply the proper adapter. We daily ship to Hong Kong, Singapore, Taiwan, Saudi Arabia, Qatar with proper country adapter. We always ship outside UK/EU with DHL Express Airplane fully insured during the delivery. The delivery time is 4 days with a full global insurance which will cover any possible transport damages or lost goods provided by a dedicated insurance company.
TERMS OF RETURN
You have the right to return your product within 14 calendar days have not passed since the day of delivery. Under the Consumer Agreement Regulations (Information, Cancellation and Additional Charges), we will accept the items even if you have opened the package to check it.
- You must keep the purchase receipt, the delivery note, the account statement.
- Goods as new and in original packaging, with all accessories received.
- you must not have used or installed it.
If 14 calendar days have passed since the day of delivery product cannot longer be returned for a refund, you can however exchange the unwanted items for a different one in our store if product has not been used and is in perfect condition.
Refund: Once the goods have been returned, we will refund the cost of the product returned. If there are any losses in value of the goods they will be deducted. Refunds take 3-10 business days to be credited to your payment card.
YOUR PRODUCT IS DEFECTIVE
The products come with 2-year manufacturer’s warranty, so after 30 days but within 24 months we can make a repair. If time does not allow, we will offer a refund. However, we will first examine the product to verify the defect and to understand if the failure is derived from improper use, we reserve the right to request reimbursement of transport costs and costs to resolve the problem.
- Within 7 working days of delivery: Please check the troubleshooting section of your user manual, to see contact our technical team by email us and we can guide you through a telephone diagnostic to check if issue can be resolved quickly.
- If not: Within 30 days of purchase, we can guarantee you a repair, exchange or refund.
HOW CAN I RETURN MY DEFECTIVE PRODUCT?
You can easily do it by email contacting us: we will organize collection at your premises. Please note: it is absolutely important that you keep the original packaging. Refund: excluding the hypothesis of failure, you will be refunded, the product will be changed or repaired, within 30 days. There will be no costs to collect the defective goods. The new shipment takes place with standard delivery.
How do I repair my defective product? This is very quick and easy: just email our customer service team we will organize a reparation in our service center.