Customer Service

Tip #1 You surely know it too...

... sometimes, it’s little tricks and ruses that solve a problem.

Most technical problems can be solved with simple measures, which are listed in the operating instructions for your appliance. There, you will find frequently asked questions with the corresponding solutions.

If you no longer have the instructions for your appliance, you can download them from the product page for the appliance under the Service tab.

Should your appliance or the instructions for the appliance not be on our website, please email us at info(at)gastroback.co.uk.

or click here to complete a contact form.

Tip #2 Are you experiencing a technical problem with your Gastroback espresso machine?

Recommendation for setting the grinding degree and correct tamper/contact pressure for the 42619 - Design Espresso Advanced Barista

• Please always set the grinding degree to COARSE Level 11 at the start (turn the grinding wheel fully to the left).
• Then, gradually adjust the grinding degree if required by turning the grinding adjuster more gently in small stages.
• If possible, always adjust the grinding degree while the grinder is running.
• Grind 3 portions with the new grinding degree setting in order to set the grinder.
• Tamper at a low contact pressure at first (max. 5 kg) to get a feel for the correct contact pressure.

Every barista knows one thing: taste is subjective. Experiment with the grinding degree, the grinding quantity and the contact pressure until you find your preferred setting.

Descaling is absolutely essential

The most common cause of faults in an espresso machine is insufficient descaling. Normal use of the appliance can lead to limescale developing in the appliance’s water tank and water system and impair the water flow.

You will find descaling instructions in the operating instructions for your appliance.

If you no longer have the instructions for your appliance, you can download the instructions for the appliance from its product page at gastroback.de under the Service & FAQ tabs, free of charge. Should your appliance or the instructions for the appliance not be on our website, please email us at info(at)gastroback.co.uk

Have you already descaled your appliance and the problem remains?

Please email us at info(at)gastroback.co.uk

or click here to complete a contact form.

Tip #3 Do you need a replacement part or accessory?

Repair processing

For any returns, repairs and services please contact us on info@gastroback.co.uk

Please do not send goods back to us without the return having been prepaid as this will make processing considerably more difficult for us. We would be happy to provide you with a DPD return label. If you use the return label, we will gladly cover the return shipping costs for you.

Sending appliances: Please package the appliance so that it is transport-proof and include the proof of guarantee, as well as a brief description of the fault.

Before sending an appliance to use for inspection, please use the FAQs (Frequently Asked Questions) on our website and the fault catalogue in the operating instructions. Should you not find the answer to your question or the fault, please contact our service team.

In most cases, we are able to establish the cause of the fault after analysing your information and can potentially help you with replacement parts or give you a few operating tips.

If necessary, we will arrange for the product to be returned to our service workshop for repair. This avoids unnecessary returns and wait times.

Process for returns:

• In order to avoid the appliance getting damaged while being transported, please do not send any unnecessary attachments or accessories with it.
• In the case of espresso machines, this specifically means: Water tank, drip tray, filter inserts, filter holders, bean containers and lids for bean containers, collecting tray, grilles, accessory compartment, stainless steel sleeve, jug, tamper and accessory set
• If returning an accessory is required with our agreement, please package this separately.
• Please make sure all appliances you send are clean.
• In the case of espresso machines and coffee machines, you should empty the tank/boiler/pipes and clear out the grinder in advance.
• Please bear the following in mind when sending the Design Coffee Advanced “Grind & Brew” (42712/ 42720):
  • In order to avoid damage due to moisture, please cover the opening of the water tank, as well as the steam vent on the back of the appliance with a paper towel, which can be affixed using Sellotape. Please, if possible, package the appliance in the original packaging with polystyrene. If this is not possible, please use film. If necessary, we can also provide you with appropriate packaging material.
• Please bear the following in mind when sending the Design Espresso Advanced Professional (42640):
  • In order to avoid the machine being damaged during transport, please contact our customer service team before returning the appliance. Our customer service team will arrange for your machine to be picked up on a day of your choice. The driver from the collection company will bring a transport box with them in which the appliance will be packaged and returned to Gastroback.
• Please bear the following in mind when returning any Gastroback products other than those previously mentioned
  • So that we can completely rule out any causes of faults which may be attributable to accessories, please send this item with all accessories.

Please do not send goods back to us without the return having been prepaid as this will make processing considerably more difficult for us. We would be happy to provide you with a DPD return label. If you use the return label, we will gladly cover the return shipping costs for you.

Packaging material

• Please package your appliance so that it is transport-proof.
• The transport packaging should withstand the stresses of weight and transport.
• To avoid the appliance being scratched, please package the appliance in film in advance.
• The security of the packaging is entirely the responsibility of the customer.
• If you do not have the original packaging for portafilter machines or other suitable transport packaging, we can send it to you if required.

Return documentation

• When returning an item, it is essential that you include a copy of your proof of guarantee (proof of purchase) and a clear description of the fault with your address, telephone number and, if you have one, your email address or fax number.
• If your appliance is out of warranty (after 2 years) or you no longer have proof of purchase, you will receive a free cost estimate and then decide on a version that is best for you.
• Alternatively, you will find a return cover note on our website at www.gastroback.co.uk under customer service.

Processing time

Once we have received your item, processing generally takes around 2 weeks. During this time, we ask you to refrain from enquiring about your return. You will receive an automatic notification by post, fax or email once we have received your appliance.

Guarantee / Warranty

We guarantee that all appliances are free of defects at the time of purchase.

Appliances with proven manufacturing or material faults will be replaced or the fault rectified free of charge, with the exclusion of further claims and within the statutory period after the purchase date. The buyer must present the original proof of purchase to assert the claim and, in the event of a warranty claim, bears the costs and the risk of transport.

Our general terms and conditions apply.

In the case of defective appliances that are out of warranty, please send the appliance to the specified address. You will then receive a free cost estimate and can then decide whether the appliance should be returned to you – repaired or unrepaired – possibly at a cost, or whether it should be scrapped free of charge on site.