If you believe there is a fault with a machine or product purchased from us, we're here to help.
Our warranty service is designed to make the process as straightforward as possible. Before sending your equipment to us, please complete our Warranty Claim Form below. Once your claim has been submitted, a member of our team will contact you to discuss the issue and determine the next steps.
While we always aim to get your equipment back to you as quickly as possible, some aspects of the warranty process are outside of our control. This may include manufacturer approval, parts availability, transportation times and, where required, inspection or repair by the manufacturer.
IMPORTANT
Warranty repairs cover the repair or replacement of eligible faulty components only. We cannot accept responsibility for any loss of income, business interruption or other consequential losses resulting from equipment being unavailable while a warranty claim or repair is being processed.
STEP 1: SUBMIT YOUR CLAIM
Complete our Warranty Claim Form with as much information as possible, including the machine make, model, serial number and details of the fault.
Providing photographs or videos of the fault can also help us diagnose the issue more quickly.
STEP 2: REMOTE DIAGNOSIS
Once we receive your claim, we'll contact you to discuss the problem.
Where possible, we'll try to diagnose and resolve the issue remotely. In some cases, we may be able to get your machine back up and running without you having to send it to us.
STEP 3: RETURN YOUR EQUIPMENT
If the fault cannot be resolved remotely, we may ask you to send the equipment to us for inspection.
You are responsible for ensuring the machine is securely and appropriately packaged for transportation.
Where possible, please use the original packaging supplied with the machine. If the machine was originally delivered on a pallet, it must be returned on a suitable pallet and securely fastened.
Please take photographs of your packaging before handing the equipment to the courier.
We cannot accept responsibility for damage caused by inadequate packaging or damage that occurs during transportation to our workshop.
STEP 4: INSPECTION & WARRANTY ASSESSMENT
Once your equipment arrives, our technicians will inspect the machine and diagnose the reported fault.
We will then confirm what the fault is, whether the fault is covered under warranty, whether manufacturer approval is required, the expected repair timescale and whether any additional information or documentation is required.
If the fault is covered by warranty, we will proceed in accordance with the applicable manufacturer's warranty terms.
If the fault is not covered by warranty, we will provide you with an estimate for any chargeable repair work before proceeding.
STEP 5: CHARGEABLE REPAIRS
Any work that falls outside of the manufacturer's warranty will be chargeable to the customer.
We will provide an estimate wherever possible and, unless otherwise agreed, will not proceed with chargeable repair work without your approval.
Any applicable repair, diagnostic, parts, labour or transportation charges must be paid before the equipment is returned.
STEP 6: RETURN OF YOUR EQUIPMENT
Once the warranty repair or approved chargeable repair has been completed, we will arrange for your equipment to be returned to you.
Our aim is always to return your equipment as quickly as reasonably possible, subject to parts availability, manufacturer approval and courier or transportation timescales.
CARRIAGE & RETURN CHARGES
If a machine is assessed as out of warranty, or if no fault can be found, the customer may be responsible for the cost of returning the equipment.
Applicable return carriage charges will be confirmed before the equipment is dispatched.
CARRIAGE RATES:
Parcel delivery: £15 inc. VAT
Pallet delivery: £144 inc. VAT
Where a palletised return is required, the customer may be responsible for supplying a suitable pallet and ensuring that the machine is correctly secured for transportation.
Equipment will not be released until any outstanding repair, diagnostic or transportation charges have been paid in full.
WHAT DOES THE WARRANTY COVER?
Warranty coverage is determined by the manufacturer's warranty terms applicable to your particular machine or product.
Different manufacturers have different warranty conditions, exclusions and requirements. We therefore recommend that you read the warranty documentation supplied with your equipment before submitting a claim.
As part of the warranty assessment, we may need to provide evidence to the manufacturer that the machine has been correctly maintained and operated.
This may include service and maintenance records, proof of purchase, machine serial number, service invoices, evidence of approved cleaning or maintenance products, evidence of water treatment or water softening where applicable, photographs or videos and evidence that the manufacturer's recommended accessories or components have been used.
Failure to provide requested information may affect the manufacturer's ability to approve a warranty claim.
WARRANTY EXCLUSIONS
Unless specifically stated otherwise by the manufacturer, warranty coverage will generally not include normal wear and tear or consumable components.
Depending on the manufacturer and product, examples may include seals and O rings, hoses, power cables, triggers and trigger assemblies, nozzles, brushes, squeegees, wipers, belts, filters, lubricants, batteries and other items subject to normal wear and tear.
This list is not exhaustive and the exact warranty coverage will depend on the manufacturer's terms for your particular machine.
ACCESSORIES
Accessories may have a different warranty period to the main machine.
Unless otherwise stated by the manufacturer, accessories are generally covered only for manufacturing defects reported within 28 days of purchase.
MANUFACTURER INSPECTIONS
In some circumstances, the manufacturer may require the machine to be inspected or repaired at their own facility.
Where this is required, we will arrange the appropriate transportation and liaise with the manufacturer on your behalf where applicable.
Please be aware that manufacturer inspections and repairs are subject to the manufacturer's own procedures and timescales. These timescales are outside our control and we cannot guarantee a specific completion date where the manufacturer is directly involved.
We will keep you updated as information becomes available.
NO FAULT FOUND
If our technicians inspect the equipment and are unable to reproduce or identify the reported fault, the claim may be classified as No Fault Found (NFF).
Where a warranty claim is rejected or no fault is found, return transportation and/or diagnostic charges may apply.
Any applicable charges will be communicated to you before the equipment is returned.
YOUR RESPONSIBILITIES
To help us process your warranty claim as quickly as possible, you are responsible for providing accurate information when submitting your claim, providing the machine's make, model and serial number, describing the fault as clearly as possible, providing photographs or videos where requested, providing service or maintenance records where required, packaging equipment appropriately for transportation, using suitable transportation for the size and weight of the equipment, approving and paying for any chargeable repairs and paying any applicable return carriage or other outstanding charges.
READY TO MAKE A WARRANTY CLAIM?
If you believe your equipment has developed a fault, please complete our warranty claim form below.
Before submitting your claim, please have your proof of purchase, machine model and serial number available where possible.
If you have any questions about your warranty or are unsure whether your issue is covered, please contact our team and we'll be happy to help.
