Question 1

What is the warranty period and coverage?

Accepted Answer

The warranty is one year. From 1st to 3rd month, free parts and shipping are provided. From 4th to 12th month, free parts but customer pays shipping. After 13th month, customer pays for parts and shipping.

Question 2

How do you provide service in case of failure?

Accepted Answer

You can contact us immediately for a video meeting where an engineer will teach you how to solve it. Alternatively, you can send a full video of the issue for remote guidance.

Question 3

How can I get a new one if the defective parts need to be replaced?

Accepted Answer

During the first 3 months, we supply free parts and shipping. From 4th to 12th month, we supply free parts but you pay shipping. After 13 months, you pay for both parts and shipping.

Question 4

Can you specify the parts that are and are not under warranty?

Accepted Answer

For detailed warranty terms, please refer to the warranty section. For maintenance, check water daily, remove waste water daily, and clean the burner if sugar silk nets appear.

Question 5

Can you connect to the machine remotely?

Accepted Answer

Our machine has a website background where you can see sales amount and material stock. It connects to WiFi, but remote control is not available yet; however, an app allows viewing detailed data.

Question 6

What kind of malfunctions occur in the product in general?

Accepted Answer

Usually, malfunctions occur due to customers using the wrong sugar size, which blocks pipes and burners. We supply usual spare parts with the machine for immediate replacement.

Question 7

What is the average life of the machine and production rate?

Accepted Answer

With proper use, the machine lasts about 5 years. Each 8kg of sugar produces 200-250 pieces of candy. Production time is 60-180 seconds depending on color and shape.

Question 8

Is the machine suitable for working outdoors?

Accepted Answer

Yes, the machine can be placed outside, but it needs a roof to protect it from rain and direct sunlight as it is electric.

Question 9

Will you send the machine ready to work?

Accepted Answer

Yes, the machine is installed well before shipping. Upon receipt, you only need to put the top light head on the body and connect the power to use it.

Question 10

Does the machine recognize the Turkish lira?

Accepted Answer

Yes, we can set the machine to accept Turkish lira, but it cannot detect counterfeit money.

Question 11

What are the payment details if paying via Ali?

Accepted Answer

We accept payment through Ali, but there is an extra 3% handling charge for transactions made this way.

Question 12

What procedure is applied if the machine arrives in Turkey as defective?

Accepted Answer

We test machines before shipping to ensure normal operation. If broken upon receipt, we can send parts for exchange.

Question 13

Can advertising videos be played while cotton candy is produced?

Accepted Answer

Yes, you can upload advertisement videos. The video should be about 3 minutes long with specific size requirements. Music changes must be requested first.

Question 14

Does the machine have a food production certificate?

Accepted Answer

Yes, the machine has CE certification and RoHS certification.

Question 15

Does the machine have a counter to see production data?

Accepted Answer

Yes, the machine has an app counter that displays detailed data including daily, weekly, and monthly production.

Product profile

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Sugar Consumption

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About Our Factory & Business Background

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