Returns and Warranty

Machines with warranty

If your machine has any problem, don't worry, it has a 2-year warranty. Read the return and warranty conditions in this section carefully and contact us if you need any clarification.

If you change your mind

If you want to cancel an order on our website after having just placed it and the order has not left our warehouse (we send them usually within 24 hours after purchase), just contact us and you won't have any associated costs.

If you receive the package and the machine is not what you expected, you don't like or you've simply changed your mind, you have 14 calendar days from the date you purchased it to return your order and we'll refund your money. The process will be as follows:

  • Request the return of the product you don't want through the "History and Details of my order" section in Your Account.  [See detailed manual]
  • You do not have to provide any proof but we do ask that you indicate a reason why you're returning it so that we can improve in the future. Any item bought at, returned in its original packaging and in perfect condition within the stipulated time will be accepted with no problem. Kraken Machines reserves the right to accept or reject those returns that do not meet these conditions.
  • We will inform our carrier of your contact details and your address for him to contact you and collect the return package. 
  • Once we receive the machine in perfect condition in our warehouse, we will refund the full amount of the machine minus the shipping costs for when we sent the machine to your home (if your order had associated costs) and the shipping costs of the return. 

If you have problems at the beginning

When you receive your new machine, check the packaging to see if there's a problem with it (bumps, etc.) since all our shipments are insured. If you saw any damage, please notify the carrier indicating this on the delivery note. Take a picture of the damaged package so it will be much easier to handle the claim. Contact us within five days from the reception of the machine through the Contact section, we will collect the machine and send you a new one with no extra cost to you.

If, however, you received the package correctly but when you install the machine you cannot make it work, check our Manuals and Resources section where you can learn the main steps to install it.  If you have any problems, please contact us and we'll help you make the machine work.

If you have problems later

Your machine has a 2-year warranty from the day it's delivered to your home, and it is structured with these things in mind:

  • Damage resulting from misuse, unprofessional handling or malfunction such as short circuit is not included. 
  • The warranty will be void due to factors outside the normal use of the product, such as increases or decreases in tension, use of improper accessories or those prohibited by the manufacturer, drops, water, fire or improper or abusive handling by the customer or by third parties not authorized by the manufacturer.

If you have any problems during this period, please follow these steps:

  • Visit the Manuals and Resources section in which we list in detail the most common problems and how to solve them.
  • If you cannot solve them, please contact us and we'll help you solve the problem. 
  • In case the machine or any of its parts are damaged, we will show you the process through which we can fix the machine, the time it will take and if there is any cost to it. Generally, you will pay the shipping costs of any product you send to our warehouse and we will pay the shipping costs from our warehouse to the delivery place you indicated.

You can read everything about returns and warranties in detail in the Terms and Conditions section.