Customer Service

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Please see below, this is the official returns policy from Marcato regarding all pasta machines, attachments, etc.

Goods return and technical assistance service.

If a product does not work, Marcato S.p.A. provides its goods return and technical assistance service to solve the problem in the shortest possible time.

Warranty Service

• The product warranty, compared with the purchase date, is 10 years for a manual product or 2 years for an electric product.
  Repair is free for the entire product warranty period.
  
• Please note that the warranty does not cover faults caused by abnormal, fraudulent or improper use of the product, use of accessories not approved by Marcato S.p.A., tampering or repairs made by personnel or technical assistance centres not expressly authorised by Marcato S.p.A.
  
• Receipt or invoice is required to take advantage of the warranty.
  
• In no event does Marcato S.p.A. authorise or reimburse any anticipated product replacements.
  

Out of Warranty Service

• If the product is no longer under warranty or it has suffered a breakdown not covered by the warranty, you can take advantage of the repair service made available by Marcato S.p.A.
• Contact Marcato S.p.A. and request the out of warranty assistance.
• You will be provided with an estimate for the repair.

Goods return and technical assistance procedure.

• For the sake of clarity of our procedures and to speed-up problem-solving, below you will find all information necessary to correctly report problems and management of returns.
• It is very important to respect these procedures as only then will we be able to assess how the anomaly occurred and improve our product.

We will not accept returns that do not comply with the following procedures.

• Marcato is committed to close collaboration in dealing with the problems of its products so as to ensure end Customers with the highest efficiency of the value chain (manufacturer/distributor).
  
  1. Photo/Video
  
  In case of problems with Marcato S.p.A. products, the same requires the sending of photos/videos explaining the anomaly. If for any reason it is necessary to return goods, Marcato S.p.A. will expressly authorise the customer.
  
  2. Authorisation
  
  Marcato S.p.A. only accepts returns authorised in advance. The authorisation is communicated to the customer via email and must always be attached to the goods delivery note.
  
  We will not accept any product without authorisation.

3. Features of the returnable goods

Returns can only be accepted when:

a. The products are delivered with receipt or invoice

b. The products are returned in their original box and placed in an additional solid corrugated cardboard packaging that prevents damage during transport.

4. Reason for return

• Returns can only be accepted as long as the fault is communicated.
• We will not accept any product without reason.

5. Charges

• If the Marcato S.p.A. Assistance finds that the warranty on the received product was violated by blatant misuse or that the product is not under warranty, it will be authorised to charge customers €€30 (for each returned product) as a contribution for running costs, even if the repair does not take place.