Frequently asked questions

1. Accepted with reservation (always recommended).
   Acceptance with reservation means that the recipient of the goods received by  courier reserves the right to verify the integrity of the goods and that, in the event of transport damage, the courier will be held responsible.  Any reports must be submitted within 10 working days (see below).
2. Visual inspection.
   Once the product has been received and the documents checked, you must verify that the packaging is in perfect condition, free from breakages or visible external damage that may have compromised the integrity of the parcel. If the damage does not appear serious, the goods may be accepted with reservation, but if the parcel is badly damaged (e.g. a crate missing a foot, broken pallet, etc.), it is important to refuse delivery outright and not accept responsibility. The utmost care is recommended, as damage to the parcel could pose a safety risk to whoever opens it.
3. Internal inspection.
   Once the product has been received, the documents checked and the parcel inspected externally, you may proceed with the internal inspection. It is important to do this promptly, as the customer has 10 working days to verify that the goods are intact and compliant, after which it is no longer possible to open a complaint procedure.

1. Report any damaged or non-compliant product within 10 working days of receiving the parcel.
   If any damage, discrepancies or missing items are noticed, they must be reported and documented with photographs within this timeframe, so that the complaint can be processed correctly and the issue resolved promptly.  After this date, the goods shall be deemed fully accepted. Reports may be submitted in the following ways:
   – by sending an email to your sales contact
   – by calling: +39 02 986 70150
   – by filling in the online form.
2. Return and replacement following damage caused by incorrect handling or damage sustained during transport, duly reported.
   A parcel refused because it is visibly damaged or tampered with, or a parcel accepted with reservation containing a damaged or tampered product, if duly reported within the time limits indicated above, entitles the recipient to a full refund or complete replacement of the product. In this case it will be necessary to send:
   –        Photo of the wrapping/packaging
   –        Photo of the receipt signed with reservation
   –        Photo of the damageThe company will open a complaint procedure and will endeavour to collect, replace or refund the product.
3. Return and replacement following damage caused by incorrect handling or damage sustained during transport, not duly reported.
   A parcel that is not refused, even if visibly damaged or tampered with, or a damaged or tampered product not duly reported within the required time and, above all, not accepted with reservation, does not automatically entitle the recipient to a full refund or replacement of the product. In such cases, a written report may be sent to the company and each situation will be assessed individually at Officine Gullo’s discretion; however, Officine Gullo cannot be held responsible for such damage.

The error code is identified by an F. These error codes are displayed when the electronic control detects a problem in the oven or in the electronics. In these cases, disconnect the power supply and switch it back on after 1 minute. If the condition persists, make a note of the error code to communicate to the technician, who will then be able to identify the possible cause of the problem. The error code is also recorded in the error ‘Log’ section in the configuration menu. Error F11903 is very common and occurs when the user keeps a knob turned for a prolonged period, instead of proceeding in clicks/pulses. For further guidance, please refer to the video section.

With the oven switched on, access the SETTINGS menu, select the icon with the two gears (‘Setup’) and press enter by pressing the [FUNCTION] knob. For a few seconds, turn the [FUNCTION] knob and the [ON/OFF & TEMP] knob towards each other. Once the appliance reset request is displayed, confirm by pressing the [FUNCTION] knob. For further guidance, please refer to the video section. For the Fiorentina 48” model, this operation is only possible using the knobs of the large oven on the right.

If the two oven doors touch when opening, this is most likely due to an alignment issue between the two cooking units joined together.
Try adjusting the 4 central feet to raise the central part of the cooking unit and increase the distance between the upper parts of the 2 oven doors.
In any case, it is recommended to check that the cooking unit is perfectly level and aligned with the front rail.

With the oven switched on, select the icon with the two gears (‘Setup’) and press enter by pressing the [FUNCTION] knob to access the SETTINGS menu.
From this menu you can change the various oven settings.
Turn the [FUNCTION] knob to select the submenu and confirm by pressing the [FUNCTION] knob. Once inside the menu, select the desired date and time and confirm. For further guidance, please refer to the video section.

With the oven switched on, select the icon with the two gears (‘Setup’) and press enter by pressing the [FUNCTION] knob to access the SETTINGS menu.
From this menu you can change the various oven settings.
Turn the [FUNCTION] knob to select the submenu and confirm by pressing the [FUNCTION] knob. Once inside the menu, select the desired language and confirm. For further guidance, please refer to the video section.

Check that the door’s proper movement is not obstructed by external objects or by the oven shelves. Also check that the oven safety latch has not remained stuck. If there are no obvious elements causing the oven to close incorrectly, contact +39 02 986 70150 or complete the online form. You will need to provide the details shown on the product label, such as the year of purchase.

Officine Gullo products are thoroughly inspected and carefully tested before leaving our workshops. Tests are carried out on appliances configured according to the information provided by the Customer and contained in the MEP. Make sure the connections are made correctly and carefully check the electrical measurement values and gas pressure. You may also consult the video section for further details.
If the problem persists, contact +39 02 986 70150 or complete the online form. Make sure you have the details shown on the product label to hand, together with details of the electrical and gas measurements taken during installation.

In this case the manually resettable safety thermostat has tripped, an electromechanical safety device that cuts power to the heating elements and the orange indicator light in the event of overheating. Once it has tripped, to use the element again the thermostat must be “reset” by pressing the red button located on the thermostat itself, which will make an audible click. Its position varies depending on the model. Additional information can be found in the video section.

If the oven is static, make sure you switch the oven on in ‘top’ and ‘bottom’ mode. This is the only mode that allows the set temperature to be reached and standard cooking to be carried out.

Check that the timer has been activated. If the problem persists, contact +39 02 986 70150 or complete the online form.

Check that the burner and flame spreader are correctly positioned. You may also consult the video section for further details. If the problem persists, contact +39 02 986 70150 or complete the online form.

Check that the burner and flame spreader are correctly positioned. You may also consult the video section for further details. If the problem persists, contact +39 02 986 70150 or complete the online form.

In this case the manually resettable safety thermostat has tripped, an electromechanical safety device that cuts power to the heating elements and the orange indicator light in the event of overheating. Once it has tripped, to use the element again the thermostat must be “reset” by pressing the red button located on the thermostat itself (positioned behind a hexagonal metal cap under the drain lever), which will make an audible click. Its position varies depending on the model. Additional information can be found in the video section.

In this case the manually resettable safety thermostat has tripped, an electromechanical safety device that cuts power to the heating elements and the orange indicator light in the event of overheating. Once it has tripped, to use the element again the thermostat must be “reset” by pressing the red button located on the thermostat itself (positioned behind a hexagonal metal cap under the drain lever), which will make an audible click. Its position varies depending on the model. Additional information can be found in the video section.

Make sure the stones are spread evenly, avoiding build-ups (the flame must be visible through the stones). Additional information can be found in the video section .

The stone cannot be cleaned. Once saturated with cooking fats, the stones must be replaced with new compatible ones.

The purplish colour is typical of overheated steel. Even during the first use, the colour will change due to the heat. This variation is normal and does not compromise its proper operation in any way. Additional information can be found in the video section.

The plate must be maintained regularly even if it is not used regularly. It is recommended to keep the plate dry and grease it with any cooking oil. For deeper cleaning, an orbital sander with an 80-grit abrasive disc and then a 120-grit disc may be used. Additional information can be found in the video section.

In this case the manually resettable safety thermostat has tripped, an electromechanical safety device that cuts power to the heating elements and the orange indicator light in the event of overheating. Once it has tripped, to use the element again the thermostat must be “reset” by pressing the red button located on the thermostat itself, which will make an audible click. Its position varies depending on the model. Additional information can be found in the video section.

Replace the WOK flame spreader with the flat horizontal-flame spreader supplied with the appliance. The two components are easily interchangeable.

Check that the batteries are charged. If they are, try carrying out a reset and pairing it again with the hood. You may consult the video section for further details. If the problem persists, contact the assistance service on +39 02 986 70150 or complete the online form. You will need to provide the details shown on the product label, such as the year of purchase.

Start by removing the outermost filters. Move the central filters towards the outer sides before removing them. Gently pull the filter towards you, lift the rear part gently and remove the filter from the front part. You may consult the video section for further details. To refit the filters, carry out the operation in reverse.

To clean the filters, remove them gently. The filters may be washed by hand or in the dishwasher. Avoid using abrasive sponges so as not to scratch the surfaces. If the deposited grease is stubborn, pre-wash the filters before putting them in the dishwasher. However, it is recommended to consult the hood manual and check the models and filter types. In the case of knobs with special finishes not suitable for dishwasher washing, remove them by unscrewing them.

An alarm may be triggered if large quantities of non-cold products are placed in the refrigerator and more time is needed for cooling. If the internal temperature rises excessively (for example, if numerous bottles of wine at 30°C are placed inside in summer), this situation may occur. There may also be other causes generating alarms and/or error codes, such as the door being open, switching the refrigerator on after a period of inactivity, or other factors. Our refrigerators are appliances supplied by third parties, and it is therefore possible to consult the original manual of the manufacturing company. The manual also shows the numbers for direct technical assistance. When contacting the assistance service, make sure you have the details shown on the product label to hand.

We recommend contacting your plumber. In addition to temporarily containing the problem, the plumber can help diagnose the issue. Generally, leaks occur because of wear to the seals or cartridge. Wear over time is normal. If the tap has been installed recently, however, the problem is usually caused by high water pressure or impurities present in the water or the pipework. In this case too, the plumber will be able to assist the customer in adjusting the pressure and installing a filter. Further information is contained in the product booklet, which can be downloaded from the download section.

If your model is not fitted with a pre-mounted overflow, the overflow with “nautical model” fitting must be connected to the water drain via the appropriate dishwasher connection. The plumber may use any pipe, provided it is compatible with the diameters.

The sink must be maintained, cleaned and properly dried after each use. For specific cleaning, consult the ‘Cleaning’ section and our product catalogue, which can be downloaded from the download section. For any other needs, contact +39 02 986 70150 or complete the online form.

Follow the information given in the product instruction booklet. In addition, you may also consult the video section. For specific cleaning, consult the ‘Cleaning’ section and the catalogue of the various products that can be downloaded from the download section. For any other needs, contact +39 02 986 70150 or complete the online form.

The instruction booklets can be downloaded from the Officine Gullo website’s download area.