FAQs

🛠️ Our Warranty: Simple & Clear

🌟 What is Covered?
  • Manufacturing Deficiencies: This warranty covers any defects caused by faulty materials or production errors during normal use.
  • Two-Year Protection: Your product is fully covered for two (2) years from the original date of purchase.

Note: Purchases made through the B2B channel (wholesale with VAT number) have a 12-month warranty.

📝 How to Make a Claim

If you notice an issue, we are here to help! Just follow these quick steps:

  • Contact Us First: Let your dealer’s customer service know right away. Please do not disassemble or alter the product before talking to us: we'll try to help you remotely to better understand and possibly solve your issue.
  • Get Approval: Submit a quick warranty request to us before shipping anything back.
  • Send it for Testing: Once approved, print &fulfill the form and ship the product to our team so we can inspect and test it.
  • Include Form & receipt: Remember to enclose the fulfilled form with your data and a brief note describing the issue. Also adda copy of your receipt or invoice as proof of purchase (not needed if purchased directly from the manufacturer Ducati Home)
📨 Where to send the warranty claim?

The warranty claim request must be communicated exclusively via email to help@ducatihome.it and/or info@ducatihome.it before returning any product.

🛠️ Do I need to contact customer support before shipping the product back?

No, it is not mandatory, but it is highly recommended.By contacting us and providing as much information as possible

—along with photos and videos showing the issue—

our technical team can evaluate whether it is truly necessary to ship the entire product back or guide you on exactly which specific components need to be sent for inspection.

Furthermore, our technicians will work to identify the root cause of the problem and, whenever possible, help you troubleshoot and resolve it remotely.

In many cases, issues can be fixed from a distance, saving you from unnecessary shipping expenses, inconveniences, and waiting times.

📋 Where can I find the warranty claim form to fill out and submit?

To request warranty service, you need to download and complete our official form. You can get the document by clicking the link below:

📥 [Click here to download the Warranty Claim Form (PDF)]

Once filled out,

please scan the document and send it via email to

help@ducatihome.it or info@ducatihome.it,

along with a copy of your invoice or cash receipt and pictures of your installation.

Mandatory information to include in the request:

  • Personal details: Buyer's first and last name.
  • Purchase details: date of purchase and /or order number or a copy of the cash receipt/invoice.
  • Product details: model of the purchased automation system
  • Problem description: A clear explanation of the issues or malfunction encountered.

📸 Required visual material (Essential):To open the support claim, you must provide:

  • Photos of the entire automation system installed on the gate.
  • Photos of the electronic control board (the internal circuit board).
📦 Where and how do I ship the product for repair?

If our technical team confirms that the product needs to be inspected or repaired at our facility, please follow these shipping instructions carefully:

Shipping Address:

All returns must be shipped to the following address:

Ducati Home Automation

DDA S.r.l.

Via Cabriolo 50/A

43036 Fidenza (PR) - Italy

Key Guidelines for Shipping:

  • Pre-authorization: we suggest not to ship any product until you have contacted our customer support team and received confirmation on which components to send.
  • Trackable Carrier: You must ship the package using a courier that provides a tracking number. This allows both parties to monitor the shipment.
  • Shipping Insurance: We strongly advise you to consider insuring the shipment. The manufacturer is not responsible for any damage, loss, or theft that occurs during transit or shipping.
  • Safe Packaging: Pack the item securely in its original packaging or a sturdy box with adequate protective materials (such as bubble wrap). The product will be evaluated strictly in the exact condition in which it arrives at our facility.
  • Required Documentation: Inside the package, you must include a copy of your purchase invoice/receipt and the completed Warranty Claim Form.
  • Shipping Costs: As specified in our terms, shipping costs are initially paid by the sender. For eligible B2C sales within the European Union, these costs will be reimbursed once the manufacturing defect is confirmed by our laboratory.
⚙️ How We Fix It

Repair or Replace: If we find a manufacturing defect, we will repair the item or replace it with brand-new parts.

No Direct Refunds: This warranty covers product fixes. Full or partial refunds are not included unless specifically agreed with us in writing.

🚫 What is Not Covered?

To keep things transparent, our warranty does not cover issues caused by external factors. The following costs and damages are not included:

  • Wear and Tear: Standard consumable parts that wear out over time (such as fuses, batteries, brushes, and light bulbs).
  • Shipping Fees: All transport, shipping, and handling costs to and from our facility remain the responsibility of the customer (Except for EU B2C sales)
  • Misuse & Accidents: Damage caused by incorrect installation, accidental drops, physical abuse, or lack of proper maintenance.
  • Third-Party Modifications: Any unauthorized changes, repairs, or tampering.
  • Installation & Maintenance: Costs for installation, removal, periodic checks, and routine maintenance.
  • External Elements: Issues caused by structural faults (like weak pillars, gates, or doors) or environmental factors.
  • Force Majeure: Damage from fire, water, humidity, lightning, damages caused by animals, or severe weather conditions.
  • Electrical Problems: Short circuits, power surges, grid fluctuations, or interference from other electronic devices.
⚖️ Your Legal Rights

Extra Peace of Mind: This manufacturer's warranty is an extra benefit we offer. It does not replace or reduce your official statutory rights under European consumer protection laws.

🛠️ What if my product is out of warranty?

No problem at all! We will conduct a thorough technical inspection and provide you with a detailed cost estimate for the repair or replacement.

Ducati Home provides full technical support for both in-warranty and out-of-warranty products, always striving to offer the most customer-friendly solutions possible.

Even if your product is out of warranty, we will work to provide you with affordable and favorable conditions.

You will have total freedom to decide whether to proceed with the repair or not, in accordance with the steps detailed in our guide: "Procedures for Technical Inspection and Repair Requests In and Out of Warranty",

which you can find at this link:

🔗 [Click here to read the Technical Inspection and Repair Procedures]

Warranty

1. Scope of Warranty

The warranty applies exclusively to defects attributable to manufacturing faults or material defects of the product itself.

2. Warranty Period

  • B2C (Sales to Private Consumers):The warranty is valid for two (2) years, starting from the date of purchase (invoice date) or the proven delivery date, selecting whichever date is more favorable to the customer.
  • B2B (Sales to Professional Customers / VAT Holders):Purchases billed to a professional customer with a VAT number are covered by a 12-month warranty period.3.

3. Warranty Claim Procedure

  • Should a manufacturing defect occur within the limited warranty period, the customer must immediately report it to the manufacturer’s after-sales service.

The warranty claim must be communicated via email to help@ducatihome.it or info@ducatihome.it.

How to handle shipments:

For B2C sales within the EU: shipping costs for returning the product will initially be charged to the customer until the warranty is confirmed by the manufacturer following the technical inspection.If the defect is covered by the warranty, the manufacturer will reimburse the shipping costs incurred by the customer to send the product to the manufacturer's after-sales service center.

The customer must keep a copy of the receipt or invoice proving the shipping costs incurred in order to request a reimbursement from the supplier.

The customer must complete the form and place it inside the package containing the product.

The product must be shipped adequately packed to prevent potential damage during transit.

The product will be evaluated strictly in the exact condition in which it is delivered to the manufacturer.

The manufacturer will assess product conformity and the validity of the warranty claim starting from the moment the product is received at its premises.

Any damage caused to the product during transport or shipping cannot be charged or attributed to the manufacturer.

Download the after-sales assistance procedure for product warranty claims.

Print and fill out the form found on the last page, which must be attached inside the package.

Also attach a copy of the purchase invoice.

4. Warranty and Shipping Costs

  • 4.1 For B2C ("business to consumer") sales within the European Union: once the product has been verified through technical inspection as compliant with the warranty terms, the manufacturer will carry out the repair or, at its own discretion, the replacement of the product at no charge to the customer. The manufacturer will cover the shipping costs for returning the item to the customer at no additional cost. If the costs of sending the product to the after-sales service center were incurred by the customer, the customer must keep the receipt for the return shipping costs, and the manufacturer will reimburse this cost to the customer.
  • 4.2 For B2B ("business to business") sales within the European Union and for all sales made to buyers outside the European Union: shipping costs for the defective product shall be borne entirely by the buyer and are not eligible for reimbursement by the manufacturer.

5. Limitations of Intervention

The manufacturer's obligation is limited to the repair or replacement of the product at its own discretion.It is not possible to obtain a refund of the purchase price without a specific written agreement with the manufacturer.

6. Exclusions from Coverage

This limited warranty does not cover:

  • direct or indirect costs for the installation, inspection, disassembly, or testing of the product that may be performed by third parties;
  • labor costs and travel expenses for off-site technicians;
  • transport costs; inconveniences or direct/indirect damages caused by the inability to use the product;
  • as well as any other cost, damage, or inconvenience resulting from the issues caused by the product defect.

All such costs, whether incurred or suffered during or outside the warranty period, will be borne by the customer and never by the manufacturer.

7. Unauthorized Interventions and Misuse

The product warranty is voided in the event of tampering or modifications carried out on the product or its components by the customer or unauthorized third parties.

The warranty is voided in the event of installations that do not comply with the state-of-the-art standards of the application field and do not comply with the provisions of the manufacturer's instruction manual.

The warranty is voided if installed on a structure that presents structural or safety problems, improper balancing, or defects of any kind.

The warranty is voided if installed on an unsuitable structure, a structure not perfectly maintained, or one that does not comply with the regulations in force in the local territory.

Furthermore, the warranty is voided if the product is installed on a structure different from what is intended for the product's use, or outside the compatibility and functionality limits indicated in the manufacturer's instruction manual.Intentional or accidental damages, as described above, do not entitle the customer to warranty coverage.

8. Further Warranty Limitations

The Warranty does not apply to:

  • a) Parts or components of the product subject to normal wear and tear and decay over time, such as fuses, batteries, battery packs, brushes, light bulbs, etc.
  • b) Damage caused by force majeure, natural phenomena, or events not attributable to the manufacturer, such as: fire, flooding, liquid infiltration, storms, hurricanes, tornadoes, damage caused by thunderstorms, lightning, electrostatic discharges, wind gusts, or similar events. Damage caused by insects or animals is also not covered.
  • c) Damage caused by careless or improper use of the product, or by poor or inadequate maintenance.
  • d) The manufacturer cannot be held responsible for problems or damage caused by electromagnetic interference or radio interference present in the airwaves and caused by other devices; damage caused by incorrect electrical connection, power supply fluctuations on the grid, as well as all other causes beyond the manufacturer's control.
  • e) Damage generally attributable to causes not resulting from an intrinsic defect of the product itself.

9. Technical Compliance

The warranty is strictly conditional upon compliance with the technical characteristics and correct installation according to the product instructions.

Compliance with safety standards and the correct application of the instruction manual are of fundamental importance.

The warranty is voided immediately if, during verification by the manufacturer, tampering, alterations, or abuse attributable to non-compliant use of the product are detected.

10. Compliance and Warranty Validation

The validity of the warranty claim must be assessed and confirmed by the manufacturer following a technical inspection of the returned product and its evaluation based on the warranty conditions. If the fault does not qualify as a lack of conformity covered by warranty pursuant to Legislative Decree 24/02 (DL 24/02), any inspection and restoration costs quoted by the assistance center may be charged to the customer, as well as any transport costs if sustained by DDA Srl.