Warranty information & Reporting a fault
Your warranty, in plain English
When you buy from us, your equipment is covered by the manufacturer’s warranty. Terms are set by each manufacturer, not by us, and they vary. Some cover parts only, some cover parts and labour, and the length of cover depends on the manufacturer and what was offered at the time of sale.
Because we supply many brands, there isn’t a single warranty that applies to everything. The guide below covers commercial refrigeration. Every product page shows the warranty options for that item, and you choose yours at checkout. If you’re unsure what applies, get in touch and we’ll confirm the terms for you.
What’s usually covered
For most integral commercial refrigeration products, the warranty covers electromechanical parts against manufacturing defects. If a covered part fails, the manufacturer replaces it with a like-for-like or compatible part.
Cover typically ranges from 12 months parts only up to 3 years parts and labour, depending on the manufacturer and product. For example, our main supplier Tefcold provides 2 years parts and 1 year labour as standard.
Where cover applies. Parts and labour warranty, where applicable, covers mainland UK. Cover outside mainland UK is limited, so please check with us before ordering.
What’s not covered
Warranties don’t cover everything, and knowing where the line sits saves everyone time. Cover generally excludes:
- Consumable and wearable items: shelves, baskets, trays, pans, light bulbs, tubes, gaskets and trims.
- Breakables, unless reported as damaged within 24 hours of delivery.
- Stock loss caused by a unit failing, and any knock-on (consequential) losses.
- No fault found, general misuse or abuse, site issues, or where the cabinet is located.
- General cleaning and maintenance, or damage caused by moving or relocating the unit.
- Blocked drains, a faulty power source, or use of extension leads.
- Repairs by an unauthorised party, or where the manufacturer’s servicing schedule hasn’t been followed.
The warranty also becomes invalid if non-approved parts are fitted, or if equipment is used for anything other than its designed purpose. Warranty is not transferable and stays with the original purchaser.
These are general guidelines for refrigeration. Your specific product’s terms may differ, so check your paperwork or ask us if you’re unsure.
The 5-minute refrigeration quick check
- Check the power and electrical connections — Make sure the unit is plugged in and switched on. Test the socket with another appliance, and check for tripped breakers or blown fuses.
- Check the temperature settings — Make sure the thermostat is set correctly, and hasn’t been knocked or changed by accident.
- Check airflow and ventilation — Make sure the air vents are clear and nothing is blocking the airflow around the unit.
- Check the condenser and evaporator coils — Clean dusty condenser coils, as a build-up makes the unit work harder. Check the evaporator coils aren’t frozen over.
- Listen for unusual noises — Clicking, hissing or loud buzzing can point to an electrical or mechanical issue worth noting.
- Check the door seals and gaskets — Worn or split seals let cold air escape and stop the unit holding temperature.
- Check the drain line and defrost system — A blocked or frozen drain line can cause leaks. Check the defrost cycle is running as it should.
If you’ve worked through these and the problem is still there, it may be a genuine fault.
Arranging a warranty call
If your equipment is still under manufacturer warranty and you’ve worked through the checks above, we can log and arrange the warranty call on your behalf.
Before you start: to arrange an engineer visit, a refundable £250 plus VAT deposit is required. It’s refunded in full if the fault is a manufacturing defect covered by warranty. Once you’ve logged your claim, we’ll confirm the details and send you a secure way to pay. We’ll never ask for your card details over the phone or by email.
An engineer then attends site to determine the cause, and a written report is produced. If the fault is a manufacturing defect covered by warranty, the parts are ordered and fitted, and your deposit is refunded in full.
If the fault turns out to be user error, misuse, or anything outside the warranty, the visit is a chargeable non-warranty callout. In that case the deposit is retained or partially refunded depending on the costs involved, and any further charges are agreed with you in advance.
One thing worth knowing: the manufacturer requires photographs of any damage or ill-fitting parts before an engineer can be dispatched. Photos from any standard mobile phone are fine.
Log a warranty claim
Ready to go ahead? Use the form below to log your claim.
Reminder: to arrange an engineer visit, a refundable £250 plus VAT deposit applies, refunded in full if the fault is a covered manufacturing defect. We’ll be in touch after you submit to confirm the details and send a secure way to pay.