0333 323 2329
Warranty Information
As we distribute for numerous manufacturers, warranty periods may differ slightly depending on product and brand. If you have any queries regarding the warranty period offered on a particular product, please don’t hesitate to contact us. Please note, warranties are offered by the product manufacturer.
What is covered under warranty?
Warranties typically cover genuine manufacturer defect and exclude faults caused by general wear and tear, inadequate maintenance or repair, improper site conditions, and incorrect installation. It is common for the following components to have a reduced and limited guarantee due to the nature of the component: bearings, mechanical seals, grommets, capacitors.
Can I get my product serviced?
We can provide service, maintenance, and commissioning for larger projects. Please keep in mind that this service is only available for commercial applications. If you would like more information on our Service and Maintenance Division, please click here.
I have a faulty product, where do I start?
If goods appear faulty, we firstly ask that you contact us. Many faults can be diagnosed (and in some cases, resolved) over the phone with us or the manufacturers technical service department.
We ask that you please contact us before sending any goods back to us or the manufacturer. All claims need to be officially logged with us and given suitable reference numbers to ensure that they aren’t refused by the manufacturer and can be identified and dealt with accordingly. Sending your item back without an official reference number may result in delays to your claim.
I need to log a warranty claim, what’s next?
Depending on the product, some manufactures will require the item(s) to be sent back to them for inspection to determine the cause of the problem.
However, for large/commercial products, some manufacturers will offer to attend site to assess potential warranty claims. For engineers site visits, an upfront payment starting from £450 + VAT will be required before an engineer’s site visit can be arranged for the potential warranty claim.
If the fault was due to a manufacturing defect, the item will be returned to its original operation, or a full refund or replacement will be provided free of charge. If the manufacturer deems the fault to not be covered by their warranty a refund will not be offered and additional charges may be incurred if we collected the item from you, if replacement parts, repairs or additional on-site time were carried out/needed to resolve the issue. For site visits, a full report can be provided upon request.
It is essential that items which are to be inspected under warranty arrive back with the manufacturer before the end of their warranty date.
How long does it take to process a claim?
The time involved to process a warranty claim can take up to and beyond a month in some circumstances. It is the customer’s responsibility to ensure the returned item arrives safely.