Warranty Information
A "must-have" when buying any commercial refrigeration is a commercial warranty.
Every piece of equipment that is provided will have a warranty of some kind, whether it be for “parts only” or “full warranty”, and it will be in effect for a predetermined amount of time, usually one to five years. Certain goods may additionally provide the option to purchase extra warranty coverage. The options and degree of coverage will differ between manufacturers and across pieces of equipment, because there are so many alternatives, it’s critical to know exactly what you need and what your equipment actually includes.
Warranties start as soon as the item is delivered and expire when the specified duration has passed. Coverage will end on the specified date, whether it be one, two, three, four, or five years from now. There is no grace period.
Warranty options
Parts Only Warranty
A “parts only” warranty covers the replacement of any mechanical parts that break down or perform inadequately during the warranty period (due to manufacturer failure).
If an engineer determines that a part or parts are inappropriate for use, we shall make arrangements for replacement parts to be supplied at no cost to the equipment’s original delivery address. All diagnosis and subsequent repairs must be performed by a competent engineer in order for the guarantee to be valid.
The customer will be responsible for covering all expenses related to the engineer’s visit, diagnosis, and replacement of any damaged parts. The customer is responsible for paying the cost of returning defective parts to the manufacturer in certain circumstances.
Should any part or parts be discovered to be compromised as a result of misuse (or anything other than technical failure) while the engineer is on site, the customer will be responsible for paying for all replacement parts and the engineer’s services.
Full Warranty / Parts and Labour Warranty
A “Parts & Labour” or “full” warranty means that the manufacturer will pay for replacement parts if any mechanical components fail (due to the manufacturer’s fault) and cause malfunctions or performance problems with your equipment during the warranty period. The cost of any engineer fees related to a site visit, part replacement, and diagnostic will also be covered.
If the visiting engineer determines that a part or parts are inappropriate for use, we shall arrange for free like-for-like replacement part to be sent to the equipment’s original delivery address and for an engineer to be provided to replace the part or parts in question.
The customer will be responsible for paying for new components and the engineer’s services if, during the engineer’s visit, it is discovered that any part or parts have been compromised by misuse (or anything other than technical failure).
An engineer with be arranged by the manufacturer; if a customer arranges for their own engineer, the warranty will not cover this and the customer will be responsible for paying.
A full warranty ensures that a product will be fixed at no additional cost to the client if it is discovered to be flawed as a result of a manufacturer fault during the warranty period.
Please be aware that certain manufacturers will not honour labour coverage if a business product is purchased with a full warranty for use at a domestic location.
Components Covered under Warranty
Commercial warranties provide coverage for any mechanical component failure resulting from manufacturer fault within the specified time frame.
Perishable, “wear and tear” goods like bulbs, blinds, seals, handles, and hinges are not included in this because of the frequent, heavy use that these components endure.
Glass and other external damage can only be replaced if they were damaged during delivery. Before being signed for, equipment should be inspected upon delivery. If this is not feasible, equipment should be signed for as “unchecked,” and within 24 hours of delivery, any further claims must be recorded and communicated to the supplier. Any subsequent claims won’t be covered.
Please be aware that warranties only cover equipment located on the UK mainland.
Please ask your supplier if the manufacturer will still honour the warranty if you are buying equipment to be used in a home or to be placed in an outbuilding. Not many manufacturers will provide warranty coverage in a home setting because the equipment we deliver is intended for commercial usage.
Reporting a Fault
When reporting a fault firstly check the level of warranty in place and check if the item is still within the warranty period – if you are unsure please check with us. It is essential to provide a photo showing the data plate – this is usually a sticker on the appliance, it will display the make, model and most importantly its serial number. You can ring on 01792 677169 or email us at hello@fridgesmart.co.uk.
To file a report
If you have a parts only warranty in place, you will need to arrange for your own engineer to attend and diagnose any fault with the appliance, your engineer should provide you with an engineers report stating the fault with the appliance. The cost of your engineers visit is not covered by your parts only warranty.
Please forward us a copy of this report, where an issue is deemed to be an electro-mechanical fault by the manufacturer, replacement parts will be covered by your parts only warranty and the replacement parts will be sent out to the original delivery address.
Replacement parts should be fitted by a competent engineer who you arrange to return site. As previously stated, the warranty will not cover the cost of your engineer call-out.
Some manufacturers might request that defective items be returned; you the customer may be responsible for paying for these returns. Customers are given the choice in this case to either pay a £250 refundable deposit or return the defective item, after which the manufacturer will send out a replacement. Replacement parts will be shipped out right away when a deposit is received. The deposit is retained until the defective part is received by the manufacturer, after which it will be fully reimbursed.
Note: Without a valid engineer’s report, the manufacturer will not ship the replacement part or parts. If a replacement component or parts are found to be broken due to usage or other causes other than manufacturer error, the warranty will not cover the cost and the customer will be responsible for paying for the parts and the shipping.
If you have a parts and labour warranty (full warranty) please contact us to report your issue as soon as the fault occurs. A refundable deposit of £250 will be taken before we can arrange an engineer visit to determine the fault.
A report will be written after an engineer is sent to the location The appropriate parts will be ordered when problems are determined to be the result of electro-mechanical manufacturing error, and delivered to site. The engineer will revisit the site to install the replacement parts.
The entire deposit will be reimbursed if it is determined that there was a manufacturing defect. Any issue that the engineer determines was caused by a user error will be considered a “non-warranty” callout. This is not covered by warranty and is subject to fee. In this case, the deposit will be kept or part refunded depending on the costs involved, the customer may also be charged extra to cover the engineer callout.
Please be aware that the customer will be responsible for paying for all replacement components, engineer call-outs, and labour if the attending engineer finds that the problem was caused by misuse or something other than manufacturer error.
Warranty Duration
Every piece of commercial equipment is required by law to have a parts-only guarantee of at least 12 months. The conventional warranty period, which typically ranges from one to five years, will differ depending on the equipment and manufacturer.
We provide a large selection of warranties in different lengths and types to ensure you get the level of coverage you need. There can also be choices to increase the warranty’s duration and coverage level, but doing so will cost more money.
For instance, a typical 24-month parts-only warranty is provided.
Option 1: Expand the warranty to 12 months for labour and 24 months for parts.
Option 2: Extend the warranty to 24 months for both components and labour.
Selecting the maximum warranty coverage is always advised in order to avoid incurring extra expenses in the event of a mechanical malfunction.
Terms and Conditions
Before making a purchase, you should be aware of the terms and conditions that apply to all warranties. In the event that a problem occurs after purchasing, this prevents unexpected expenses.
Whether your warranty is for parts only or for parts and labour, it will only cover issues that result from manufacturing error; it won’t cover things that are beyond the manufacturer’s or distributor’s control, like improper installation, overuse, neglect, or normal wear and tear.
The customer bears the responsibility of ensuring that the recommended cleaning, maintenance, and service are performed on a regular basis. With enough airflow around the appliance’s both interior and exterior, equipment should only be utilised for the purposes for which it was intended. Any suggested extra equipment, such as a water filter, should be used, and the installation must have been done correctly by a certified engineer.
It is your responsibility to choose the level of coverage that best meets your needs check these at the time of purchase, wherever possible. Always know what you are covered for and how long you have chosen your warranty protection. If the equipment was only bought with a part-only guarantee, the manufacturers will not pay for labour expenses.
Who covers the warranty?
The manufacturer, not the seller or business from which you bought the equipment, is responsible for all warranties. As a supplier, we are aware that time is of the essence and that any equipment downtime is inconvenient and, in certain situations, expensive. However, although we will communicate with the manufacturer on your behalf and take care of the paperwork, we have no control over when engineers will schedule visits or when replacement parts will be shipped. However the manufacturer will do their very best to ensure that this is done as quickly as possible for you.