תקנון אחריות ושירות למכונה EN

Warranty Policy for NESPRESSO Machines and Frothers

NESPRESSO machines are equipped with an exclusive system for preparing the perfect espresso and are designed for use exclusively with NESPRESSO’s capsules.

1. NESPRESSO will be responsible for repairing any defect in the Product (as defined in Section ‎6 below) that is discovered during the warranty period specified in Section ‎4 below ("Warranty Period"), subject to and in accordance with the provisions of the Consumer Protection Law, 5741-1981 (hereinafter: the "Law") and the Consumer Protection Regulations (Warranty and After-Sales Service, 5766-2006) (hereinafter: the " Regulations") and the terms specified in this policy.
2. Repair pursuant to this Warranty in Section ‎A shall be provided free of charge for any defect discovered in the product during the Warranty Period, including replacement of parts if necessary. The replaced parts shall be original and new.
3. If NESPRESSO is unable to repair the machine, for any reason whatsoever, NESPRESSO shall provide an identical machine or a machine of similar quality or equivalent value at Nespresso Israel Ltd.’s discretion (hereinafter: the "Company").
4. The duration of the Warranty Period for the product in Israel is one year from the date of delivery of the product to the customer. The Warranty Period for products and/or parts that have been repaired and/or replaced shall be for the remaining period of the original Warranty Period or for six months, whichever is longer.
5. The Company may require the warranty certificate that came with the Product as proof of the purchase date, as a condition for providing the service.
6. The term "Product" for the purposes of this policy means "goods" as defined in the Regulations and includes a coffee machine and a milk frother.

Subject to and in accordance with the provisions of the Law and the Regulations, the Warranty pursuant to Section ‎A shall not apply in the following cases:

• A malfunction resulting from intentional damage caused by the customer.
• A malfunction in a product that was not imported by the company, even if produced by the global Nespresso.

Notwithstanding the foregoing provisions of this policy, in the following cases, the repair of a malfunction in the Product shall be charged, in accordance with Nespresso's prevailing service rates, as determined by it from time to time, even if the malfunction occurred during the Warranty Period:

• A malfunction that occurred due to force majeure.
• A malfunction that occurred due to the customer's intent or negligence, including the use of the machine contrary to the operating instructions, and including the use of voltage or current that differs from that specified on the Product and/or making changes to the Product, including changes to the power cord or the electrical connection device.
• A malfunction that occurred as a result of a repair made to the machine by a person not authorized to do so by the Company.

It is hereby clarified that the Warranty service does not include cleaning the machine, cleaning internal or external parts of the machine and certainly does not include:

• Cleaning milk residue or curdled milk in the steam tube or in the Aerocchino device.
• Cleaning the capsule handle and/or the funnel where the capsule is placed.
• Descaling.
• Cleaning the machine of pests.
• External parts that have been damaged such as the water tank/drain pan and the like.

Repair Service for Nespresso Machines After the Warranty Period:

After the expiration of the Warranty Period as defined in Section ‎A above, repair services for machines may be extended or obtained for a fee in accordance with Nespresso's prevailing service rates, as determined by it from time to time. The following terms shall apply to the aforementioned repair service:

1. Nespresso's obligation to provide repair services for a fee shall not apply to defects that are excluded from the Company's warranty obligation, as detailed in Section ‎B above (Limitations of Warranty) or in circumstances where the Company is entitled to charge a fee for repair/replacement even during the Warranty Period as detailed in Section ‎C. In such cases, the repair shall be performed for an additional fee to the annual fee.
2. If the machine was not imported into Israel by the Company, the Company may refuse to repair the machine if it appears to the Company, in its sole discretion, that the machine is not suitable for operation in Israel.
3. Repair services pursuant to this Section ‎D do not include accessories that the Company, at its discretion, does not repair, even if the accessories are sold as part of the Product or in one package with it (such as an Aeroccino frother). In the event of a malfunction in such an accessory after the expiration of the statutory Warranty Period (one year from the date of receipt of the Product as mentioned above), no paid repair service shall be provided for the accessory.
4. Paid repair services shall not apply to Products purchased 7 years or more prior to the service call.
5. It is the customer's responsibility to verify the purchase date of the machine prior to purchasing repair services.
6. Subject to any applicable law, repair services shall not apply to Products or their parts for which the manufacturer of the Product has ceased to manufacture parts. In such a case, the service fee paid by the customer (if paid) shall be refunded to the customer and the customer shall have no claim or demand against the Company. If the cessation of production of the parts occurred after the commencement of the service period for which the customer paid, a pro-rata amount of the service fee paid by the customer shall be refunded to the customer.
7. The repair services under this Chapter D shall not apply to a Product which, in the Company's discretion, has experienced multiple malfunctions or failures that prevent it from being restored to proper working condition. If the Company determines, within 14 days from the date of invoice issuance to the customer for the purchase of the service, that the Product cannot be repaired, the Company shall refund the service fee paid by the customer.
8. In the event that 14 days have passed from the date of invoice issuance for the purchase of the service, and it is determined that the product cannot be repaired as specified in Section ‎7 above, the Company shall not refund the service fee paid by the customer.

You may cancel a transaction for the purchase of repair services for machines after the expiration of the warranty period, subject to the following terms and the provisions of the Consumer Protection Law:

1. Cancellation Period
2. Refund and Payment for Services Rendered

• The transaction may be canceled by providing a cancellation notice (as specified in Section ‎‎3 below) within fourteen (14) days from the date of the transaction or from the date of invoice issuance, whichever is later.
• Notwithstanding the above, in a distanced transaction with a consumer who is a person with a disability, a senior citizen, or a new immigrant (as defined in the Consumer Protection Law), the consumer may cancel the transaction within four (4) months from the date of the transaction, the date of receiving the product, or the date of invoice issuance, whichever is latest, provided that the transaction involved a conversation between the business and the consumer, including by electronic communication. The Company reserves the right to request documentation proving the consumer is a person with a disability, a senior citizen, or a new immigrant, as applicable.

 If you are entitled to a refund in accordance with Section E, your payment will be refunded within 14 days from the receipt of the cancellation notice, as follows:

• If the cancellation is made before the machine is delivered for repair, the Company will refund the portion of the transaction price actually paid by the customer for the service or cancel the charge as applicable.
• If the cancellation is made after the machine has been repaired, the customer will be charged 50% of the service fee.
• If the cancellation notice is not submitted within the applicable timeframes outlined in Section ‎1 above, the customer will not be entitled to any refund in respect of the transaction.
• In addition to and subject to the above, the Company does not charge a cancellation fee for canceling a transaction for the purchase of repair services after the end of the warranty period.

Cancellation of a transaction as described above can be done by submitting a cancellation notice through any of the following methods:

• By phone during the following hours:

Sunday–Thursday 8:00–20:00

Friday 8:00–15:00

Tel: 03-9241334 or *2500

• By mail:

Nespresso Customer Service, 36 Shacham St., Petach Tikva 4951729, Israel

• By email: ILCS@NESPRESSO.COM
• Through Nespresso boutiques: Locate boutiques and opening hours | Nespresso Israel (nespresso.com)
• To cancel through a designated form on the website: [Click here]
  *Please select "Cancel transaction/order" as the subject of the message on the form.
• The cancellation notice must include the customer’s full name and ID number. For oral cancellations, the customer must also provide the phone number used for identification in the Company's records.

If a customer encounters any problems or if the customer has any questions regarding the operation, maintenance or service of the machine, the Company allows, according to the customer's preference, to send the machine for repair through one of the following channels:

1. You can visit the machines page on Nespresso's website at: https://www.nespresso.com/il/he/machine-assistance 
2. You can contact Nespresso by phone at *2500 for advice and assistance.

If the malfunction has not been resolved:

• You can arrange for the machine to be collected from any address chosen by the customer in Nespresso’s distribution areas, while providing a replacement machine for the entire repair time. The model of the replacement machine will be provided according to available inventory and not necessarily the model corresponding to the original machine. The machine will be returned within 10 business days to any address chosen by the customer upon prior coordination. To activate this service, please contact Nespresso's customer service at *2500.
• You can send the machine for repair to boutiques according to the following list:

This option does not include a replacement machine during the repair period.

Ramat Aviv Mall Boutique, Einstein 40, Tel Aviv

HaZahav Mall Boutique, Sacharov 21, Rishon LeZion

Mamilla Mall Boutique, Yitzhak Kariv 4, Jerusalem

Grand Kanyon Mall Boutique, Simcha Golan 54, Haifa

Boutique Eilat, Hamootagim Boulevard at the Royal Garden Hotel, Antibes 5, Eilat

Boutique Be’er Sheva, Meshek 1, Big Complex Be’er Sheva

Click here to check the opening hours of the boutiques.