Machine Assistance

Terms & Conditions

Α. GENERAL INFORMATION

By delivering your device to Nespresso Hellas S.A. for inspection or repair, you agree to and accept the following company repair terms without any reservation. The device will be repaired in order of priority and the time of repair and delivery will be approximately 10 working days, depending on the technical department’s workload at the time. The above mentioned time frame may be extended for various reasons, such as lack of spare parts, heavy workload, difficulties in fault diagnosis etc. If you need an invoice, you should let us know while scheduling your appointment or upon delivering your device to a Nespresso Boutique for repair. It should be noted that the details you provide when delivering your device for repair will be the ones used for issuing the invoice.

Β. SPECIAL CASES

Ι. For machines purchased through Nespresso’s channels:

• With warranty coverage: The machine will be inspected and repaired, if necessary, free of charge* by an authorized partner of Nespresso Hellas..
  *As an exception, descaling will be charged and you will be notified of the actual fee by Nespresso’s Customer Service Center.
  
• Without warranty coverage: The machine will be inspected and repaired, if necessary and following your agreement, and you will be charged with the corresponding fees that will be communicated to you by Nespresso’s Customer Service Center. Your consent is required.
  

After you’ve been notified and while waiting for your approval of the repair, the device will remain at the company’s premises. Nespresso’s Customer Service Center will try to contact you by phone, promptly and within a reasonable amount of time, in order to inform you of the repair cost. In case we cannot reach you, using the contact details you provided upon the delivery of the device, within a reasonable amount of time or after trying a certain amount of times, the machine will be returned to the address it was picked up from. The company will not be in any way responsible or obligated to retain the machine any longer.

ΙΙ. For machines purchased from electronics stores:

• With warranty coverage: The machine will be inspected and repaired, if required, free of charge* and always in compliance with the manufacturer’s warranty terms, by the manufacturer’s authorized partner (Krups or Delonghi).
  
• Without warranty coverage: Same as clause I.
  

C. IMPORTANT CLARIFICATIONS

For clauses II, the following is clarified: Nespresso Hellas S.A. operates as an intermediary, facilitating the service process between the owner of the machine and the manufacturer. For repairs performed under warranty and free of charge, it is imperative that you produce the receipt issued by the electronics store you purchased the machine from. The receipt must be sent to GRSupport@Nespresso.com within 3 working days from the date you contacted Nespresso’s Customer Service Center to schedule the delivery of the machine. It must be noted that producing the purchase receipt is a fundamental requirement for the repair process to begin. If you fail to do so, the machine will be returned to the address it was picked up from.

D. PICKUP AND SECURE TRANSPORTATION REQUIREMENTS

Following the steps described in sections above, and provided that the repair of your machine is verified, you will need to meet the below requirements in order to ensure your machine’s safe transportation from the pickup address to the authorized service partner: Drain the machine following the instructions included in the user manual, which is available here: https://www.Nespresso.com/gr/el/ypostiriksi-gia-ti-mixani#!/ For the machine’s secure transportation, make sure the machine is packaged appropriately (in a packaging box). In case there is no packaging box available, please inform Nespresso’s Customer Service Center and we’ll provide you with the appropriate packaging box.

Ε. NOTIFICATION ABOUT FEES

If the repair of the machine is not free of charge, Nespresso’s Customer Service Center will contact you and inform you about the relevant fees, that you’ll be asked to accept as described above. In case we cannot reach you, using the contact details you provided upon the delivery of the device, within a reasonable amount of time or after trying a certain amount of times, the machine will be returned to the address it was picked up from, without any repair.

F. RETURNING THE MACHINE AFTER REPAIR

In case we are unable to successfully deliver the repaired machine, after 60 days and 3 unsuccessful attempts to do so, the machine remaining at the company’s premises, regardless of its condition, will be considered as abandoned and waste, and the company will bear no responsibility for its condition or preservation, and will be entitled to destroy, dispose, recycle or sell it to cover the expenses of retaining and possibly repairing it, without any further notification to the customer and without the latter being entitled to any indemnification. The customer explicitly and irrevocably waives any rights to indemnification having been hereby informed of the actions that the company may take.

G. RETURNING A NON-REPAIRABLE MACHINE DUE TO HYGIENE REASONS

In case microorganisms (e.g. insect eggs) are detected upon the delivery of your machine to the company’s authorized service partner for repair, the machine will be automatically deemed non-repairable for reasons of hygiene and will be returned to the address provided during its delivery. If you deny to take the machine, Nespresso will proceed to its disposal after notifying you in writing.

H. TEMPORARY REPLACEMENT MACHINE (LOAN)

The company offers the option of providing a temporary replacement machine (loan) for the time period required to repair your own machine. The replacement machine will need to be returned to the company, as it is a company asset. If you fail to return the temporary replacement machine, the company reserves all legal rights and will be entitled to refuse providing you with a temporary replacement machine in the future.

I. REPAIRED MACHINE WARRANTY (Machine Warranty)

The repaired machine will be covered by a 6-month warranty, starting on the date of its repair and applying only to damages that may arise within 6 months of the machine’s repair (excluding damages due to poor maintenance, improper use or unauthorized intervention).

For any questions, please contact 800 1171300 or 210 6771300, or send an email to GRSupport@Nespresso.com.