Repair

Repair

Repair to continue the adventure

The Repairs Team
The Repairs Team
Ferrino's repair and assistance service operates at our headquarters in San Mauro Torinese, in close collaboration with the design, prototyping, and quality control departments.

This closeness allows us to intervene in a conscious and coherent manner with the product's original design, knowing its materials, construction, and intended use.

We have always chosen to keep our assistance and repair service in-house.

The staff responsible for repairs and customer relations are part of the Ferrino workforce: this choice allows us to maintain direct contact with those who use our products and guarantee qualified technical support, built on experience and in-depth knowledge of the equipment.
Continuous dialogue with end customers and retailers allows us to respond efficiently and promptly to individual cases, as well as identify any recurring critical issues related to specific products or processes.

This constant exchange represents a valuable source of information for us, helping us improve our products, services, and after-sales processes over time.

The service and repair team is made up of staff with over ten years of experience in this role.

Technical expertise, attention to detail, and first-hand product knowledge are what allow us to professionally address every post-purchase phase, accompanying Ferrino products throughout their entire life cycle.

This guide specifically addresses out-of-warranty repairs. For warranty repairs, please visit the Ferrino Warranty page.

When a Ferrino product is damaged outside the warranty period, the repair process goes through the point of sale.

Here's how it works, step by step.

1. Take the product to a Ferrino store

If your product is damaged, the first step is to go to a Ferrino partner store.

You can find the store nearest you using our Store Locator.

2. First evaluation in store

The store staff carries out an initial repairability assessment, checking:

  • the type of damage
  • the general conditions of the product
  • the possibility of proceeding with a repair

If the repair is deemed possible, the store will initiate the procedure with Ferrino.

3. The point of sale contacts Ferrino

The point of sale will contact our customer service directly and send us the product for technical evaluation.

At this stage, the customer does not have to ship anything independently.

4. Technical evaluation and estimate

Once we receive the product, our repair team will:

  • analyze the damage
  • evaluate the necessary intervention
  • defines a repair estimate

The estimate is communicated to the point of sale, which forwards it to the customer.

5. Acceptance or rejection of the estimate

The customer can decide whether to:

  • accept the estimate → Ferrino proceeds with the repair
  • do not accept the estimate → the product is returned without intervention

No repairs are made without customer approval.

6. Repair and return

In case of acceptance:

  • the product is repaired by our specialized team
  • Once the intervention is completed, the product is sent back to the reference point of sale

The customer will then be able to collect the repaired product directly in the store.

If you have any doubts about the condition of your product, if you're unsure whether the damage is repairable, or if you're having difficulty with the point of sale, you can contact Ferrino directly.

Use the contact form below to:

  • request information
  • clarify doubts about the repair
  • receive support from our customer service

Product repair request

Ferrino has always cared about its customers and is committed to assisting them from the moment of purchase throughout the product's lifespan.

To facilitate communication with customers, we offer an online ticketing service. By simply filling out a form, you can contact the company to resolve any issues regarding products under and out of warranty.

For simple repairs, you can watch the videos below that explain how to fix your "faithful travel companion" in just a few simple steps. We'll provide you with the necessary parts for the repair, so you can fix your product and continue exploring new worlds immersed in nature.

FAQ - Frequently Asked Questions
FAQ - Frequently Asked Questions
Do I have to send the product to Ferrino?

No, unless otherwise specified. For out-of-warranty repairs, the product is handled by the point of sale, which then sends it to Ferrino after an initial evaluation.

Can I go to any Ferrino dealer?

Yes, you can go to a Ferrino store in the official Store Locator.

How long does a repair take?

Times vary depending on the type of work and material availability. After the technical assessment, the store will provide you with an estimated time.

If I don't accept the quote, what happens?

The product is not repaired and is returned through the point of sale, without any shipping costs

Can I contact Ferrino without going to the store?

Yes. If you have any questions, problems, or need clarification, you can always contact us directly via the support form.
Store locator