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Warranty / Terms & Conditions

Product Warranties

With the exception of Graded Goods, all of our Goods are sold with a Parts Only Warranty of either 1, 2 or 3 years from delivery of the Goods.  The warranty period applicable to the Goods purchased by you will be stated in our catalogue or website.  The warranty period applicable to Special Order Goods will be stated in our order acknowledgement.  

 

Except where Orders are for delivery outside of mainland UK (excluding Northern Ireland) and Graded Goods, you can elect to purchase a Parts and Labour Warranty.  The duration of the Parts and Labour warranty will be the same as the Parts Only Warranty offered with the Goods. 

 

Graded Goods 

Graded Goods are sold on an “as is” basis with a 12 month Parts Only Warranty and you agree, acknowledge and accept that such Goods will not be free from defects. 

 

Parts Only Warranty 

Provided that you comply with the Warranty Claim Procedure detailed below and none of the Exclusions detailed below apply, the Company agrees to replace all defective electromechanical parts in the Goods like for like or with a component which is compatible with the Goods.   

Unless damaged in transit (and not due to your default or the default of your representatives) and notified to the Company within 24 hours of delivery, all cosmetic items, consumables and fabricated items including the following items and components are specifically not covered by the Warranty: 

(a) Shelves / baskets, trays and pans; 

(b) Glass covers or glass panels; 

(c)  Light bulbs, tubes, gaskets and trims; and 

(b) Other consumable items and breakables. 

 

Parts and Labour Warranty 

In addition to the Company’s obligations under the Parts Only Warranty, provided you comply with the Warranty Claim Procedure detailed below and none of the Exclusions detailed below apply then the Company will use its reasonable commercial efforts to repair the defective Goods at your site.  We may at our option replace the defective Goods and where the Goods are to be replaced more than 28 days following delivery, we may use refurbished or repaired Goods.  

 

Warranty Claim Procedure 

In order to claim under a Warranty you must, during the relevant warranty period: 

(a) notify us by contacting our service department (available Monday to Friday 8:30am – 5pm)  within 24 hours of delivery (or in the case of non-apparent defects within 1 (one) Business Day of discovery of the defect): 

(b) cease using the defective Goods as soon as the defect becomes apparent;  

(c) provide full details of the fault and cooperate fully with our service team by answering honestly and accurately to any questions and undertaking any testing required by the services team member in order to attempt to determine the fault remotely; 

(d) provide the serial number of the faulty Goods; 

(e)  return the Goods to us (if requested to do so by us) at your cost; 

(f) allow an engineer onto your site to assess the Goods and assist and cooperate with the engineer, providing full and accurate details about the usage, maintenance and history of the Goods; 

(g) provide service and maintenance history details and logbooks to us and/or engineer as requested. 

 

 

Site Inductions and Service Calls  

Where specific site health and safety inductions and/or security clearances are necessary for an engineer to attend the premises where the Goods are located, then you shall be responsible for the costs of any such inductions or clearances regardless of whether a Warranty claim is upheld. 

All engineer’s service calls will be made during normal business hours (unless otherwise agreed and an additional charge may be payable) and are only available in mainland UK. 

 

Exclusions 

We shall not be liable under any Warranty in any of the following events: 

(a) if you make any further use of such Goods after becoming aware of the defect: 

(b) if you alter or repair such Goods or permit any non-approved technicians to carry out any repairs, parts replacements or assessment of the Goods; 

(c) if you have used the Goods other than for their designated purposes; 

(d) if you have not carried out the cleaning and maintenance instructions provided by us or the manufacturer and as a minimum you have failed to clean condensers every month and water systems on Icemakers every 6 months; 

(e) if you have misused or abused the Goods or the defect otherwise arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions including but not limited to damage caused by the Goods being relocated or moved within the existing premises, blocked drains, the use of defective or inappropriate power source or use of extension sockets; 

(f) unless apparent on delivery and notified within 24 hours of delivery, the defect is superficial or cosmetic in nature and does not affect the functionality of the Goods; or 

(g) if the Goods differ from their description as a result of changes made to ensure they comply with applicable statutory or regulatory requirements. 

 

Rejected Warranty Claim 

Where the Company or our representatives have attended your premises to repair or replace the Goods and it is found, in our reasonable opinion, that any of the Exclusions listed above applies or has occurred, then the Warranty claim will be rejected and you shall be responsible for the costs of any repairs or replacement and may be subject to an administrative charge in respect of any aborted visit/ our engineer’s time and costs. 

 

Damage in Transit 

If the Goods are already damaged on arrival (and not due to your default or the default of your representatives) then you must notify us within 24 hours of delivery.  This is necessary to permit the Company to pursue a damage in transit claim with its courier.  Failure to provide such notice may invalidate your Warranty claim and the Company shall have no liability to repair or replace the damaged Goods. 

 

No further liability 

The Company’s liability for any damaged, defective or faulty Goods provided to the Customer is limited to the Customer’s rights under the relevant Warranty and (except where liability cannot be limited or excluded by law), the Company shall have no further or other liability to you in respect of any faults, failures or defects in the Goods including for any stock loss or other losses, damage and liabilities suffered or incurred by your or any third party as a result of or in connection with the Goods provided. 

The terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are, to the fullest extent permitted by law, excluded from the Contract. 

 

The terms of the relevant Warranty shall apply to any repaired or replacement Goods supplied by us.  The agreed warranty period (1, 2 or 3 years) which started shall continue to run when you receive any repaired or replacement Goods and will not reset. 

 

References in this Document:

Where any terms in this document are defined (i.e. they are capitalised), they have the meaning given to them in our terms and conditions available HERE.

References in this document to “us”, “our”, “we” and “the Company” means Pentland Wholesale Limited (registered in England and Wales with company number 02761041).