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Warranty

Warranty (Consumer Customers)

We’re sorry if you feel the need to read this section; we work hard to sell quality products, but things can go wrong. If things do go wrong, we will honour your rights and the timelines under the Consumer Rights Act 2015. 

  • If a fault is confirmed within 30 days of delivery, please inform us with evidence of the reported fault and you can then return the product(s) for a full refund or have a repair or replacement.  
  • If a fault is confirmed after 30 days of delivery, please let us know and you can choose whether you’d like a part to repair or a replacement. 
  • In some cases, we may not be able to provide your preferred option if it is disproportionate because it has a much higher cost to us than an alternative). 
  • If it’s not possible for us to offer a part to repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
  • If there is a fault 6 months after delivery and it’s confirmed that the fault/defect was there when it was delivered, we’ll offer the same options listed in point 2.

Standard Warranty is 12 months parts only.

Any Warranty Service CAN ONLY BE OPENED by providing the required details in our Warranty Service Form (no other media – email or telephone – is valid for opening a Warranty claim)

Disclaimer:  Damage to glass and/or broken glass are not covered under Warranty. Consumable parts, including bulbs, batteries, and oil, are not covered under Warranty.

For faulty goods or any other issues please contact our customer services team at: 

CaterEq Limited

Unit 37 Abergorki Industrial Estate, CF42 6DL Treorchy, Wales

YOUR STATUTORY RIGHTS ARE UNAFFECTED


Warranty (Business Customers)

If an item is not working on delivery or within 14 days from the invoice date, we will exchange the item or refund the price paid. It is the customer’s responsibility to report such failure in writing with supporting evidence such as initial installation report of a qualified engineer, photos or video if required within this timescale. Warranty will be rejected for commercial products not installed by a qualified engineer. After 14 days from the invoice date, normal terms of warranty will apply.

Warranty stated is a 12 month parts only warranty and no labour or engineer costs are covered.  

A parts only warranty allows you to use your own sourced fully qualified engineer (at your own cost) to assess the problem. This must be followed by a full engineers' report on letter headed paper in PDF format with supporting photos to be sent back to ourselves, within 30 days of the reported fault, which we will then forward onto the product manufacturer. Any warranty claims requested without a qualified engineer report and supporting images will be rejected. Once approved by the manufacturer the parts required will be sent to your desired location. The manufacturer requests that the defective parts are to be sent back on repair of the unit. Failure to send these defective parts back is unacceptable and will result in a full invoice for the replacement parts. Failure to provide this report within 30 days of this being reported will result in your warranty claim being rejected.

CaterEq does its utmost to expedite all required parts as soon as possible but lead times may take 3-4 weeks depending  on the required parts or location of the supplier. In some instances, it may take longer than the time estimated but we would ensure to keep you informed on the status during this period. 

At our discretion, if we choose to cover the products with a Back to Base warranty, the customer is responsible for the cost of sending the product back to our warehouse while we cover the costs of  sending it back to you after being repaired.

Under the Back to Base warranty if the product(s) are discovered to have ‘no fault found’ they will be returned to the Customer, and the return costs will be the liability of the Customer. This also applies to poor maintained or unhygienic products (strong/bad odours/food remnants etc).

If item has been reported as faulty within the first 14 days, we are happy to arrange for the return of this, however, we do have the right to inspect this upon its return. If no fault is found or if the item is found to be poorly maintained and therefore a fault has developed as a result of this poor maintenance, then we will not be liable, and you will be responsible for the collection of the item at your cost.

CaterEq Limited is not liable for any lost profits or business interruption that may have directly, indirectly, or incidentally arisen from a faulty or defected unit. It is the customers responsibility to plan and prepare for such instances.

By agreeing to purchase, the Customer agree to our Warranty Terms & Conditions which can be accessed at any time but may be subject to change.

Important information for disputes: Please note that if you provide untrue information to your payment provider or bank regarding the warranty procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs and interest on the outstanding amounts.

CaterEq supplies commercial catering equipment and some products require power usage over an equivalent ‘home appliance’. It is incumbent on the Customer to ensure that the Electrical circuits where appliances are used have sufficient power to support the power needs of Adexa Direct products. If this is not the case, it is neither a Warranty nor product issue. Due to the professional nature of the product some phase one products require extra power so the product needs to be hardwired, and it is the Customer’s responsibility to ensure that this can be done within the premises and by a qualified and certified electrician.

B-GRADES are sold at heavily discounted prices and are as a result NON-REFUNDABLE.

Product issues as a result of general wear and tear or damage are NOT covered under warranty.

Disclaimer :

  • Damage to glass and/or broken glass are not covered under Warranty.
  • Gas refilling of refrigerated equipment is not covered under Warranty.
  • Consumable parts, including bulbs, batteries, and oil, are not covered under Warranty.

B-Grades, are heavily discounted and are sold without Warranty and MAY NOT include non-essential parts.