Returns, warranty and equipment policy
How to return unused equipment, how warranty claims are handled for new and second-hand machines, and what is excluded.
Returns of unused equipment
If you order the wrong item we want to correct it, not argue about it. Unused equipment in its original packaging may be returned within 30 calendar days of delivery, subject to the conditions below. The process starts with an email to [email protected] with your order reference and the reason for the return.
- Equipment must be unused, complete and in resaleable condition with all accessories and documentation.
- A return authorisation and a collection address are issued before anything is shipped back.
- Return transport is arranged by us wherever possible; the cost is confirmed in writing before collection.
- Refunds are issued to the original payment method within 14 days of the equipment passing inspection.
- Custom-made, installed or commissioned items are excluded, along with parts ordered to specification.
Not sure whether an item qualifies? Send photographs and the order reference and we will confirm in writing before you dispatch anything.
Warranty
| Equipment type | Warranty position |
|---|---|
| New machines | Manufacturer's warranty as stated on the quotation for the specific model — typically 12 to 24 months on parts and labour, subject to manufacturer terms. |
| Inspected second-hand machines | Warranty stated per unit in the condition report. Commonly 3 to 12 months on mechanical and electrical function, excluding consumable parts. |
| Sold “as seen” (trade) | Where marked in the offer, no functional warranty applies. The condition report and test record are supplied so the buyer can assess the machine. |
| Spare parts and consumables | Manufacturer's warranty where available; otherwise warranted to be as described and free from defect on arrival. |
Warranty covers repair or replacement of defective parts under normal use. It does not cover the cost of third-party labour unless our written offer states that installation and service are included.
How to make a warranty claim
Report it
Email [email protected] with the order reference, machine serial number, a description of the fault and photographs or a short video.
Assessment
We review the fault against the warranty terms and your date of delivery, and confirm whether the claim is covered.
Parts or repair
Covered claims are resolved by replacement parts, a repair arranged by us, or a service visit where the offer included it.
Closure
We confirm completion in writing and record the event against the machine history.
What is not covered
- Damage caused during installation by third parties, incorrect utilities or incorrect operation
- Wear parts consumed in normal use: door gaskets, belts, filters, hoses, ironer belts and padding
- Limescale, water-quality or detergent-related damage
- Machines repaired or modified by others without our written agreement
- Consequential costs such as lost linen, laundry downtime or third-party labour, except where stated in writing
- Cosmetic wear on second-hand equipment where it was described in the condition report
Damaged or incorrect deliveries
Please note visible damage on the delivery documents and tell us within 3 working days for transport claims, and within 10 working days for shortages or incorrect items. Where the fault is ours, we cover the cost of correcting it.