Refund policy
Return rules summary
- Business-to-business (B2B) sales only
- Change-of-mind returns are accepted only where agreed by us
- Customer is responsible for return shipping on change-of-mind returns
- 30% restocking charge applies to agreed change-of-mind returns unless otherwise agreed
- Clearance, seconds and open-box equipment are subject to the specific terms stated on the product listing
2. Returns and Refunds
2.1 Return Authorisation
Goods must not be returned without prior authorisation from Pizza Solutions. We will provide return instructions once a return has been agreed.
2.2 Transit Damage
Visible transit damage should be reported to us as soon as possible and preferably within 48 hours of delivery. Photographs of the packaging, pallet and goods may be required so that we can investigate the claim with the carrier.
2.3 Change-of-Mind Returns
As our sales are B2B, we do not normally accept change-of-mind returns. Where we agree to accept a return, goods must be unused, unopened, complete and in their original packaging. Unless otherwise agreed, a 30% restocking charge will apply and the customer is responsible for return transport.
2.4 Faulty Goods
Where equipment is reported as faulty, we may require photographs, videos, remote diagnostic checks or return of the equipment for inspection. Subject to these terms and any applicable legal rights, we may repair, replace or refund the goods at our discretion.
2.5 Refunds
Where a refund has been agreed, it will be processed following receipt and inspection of the returned goods. Any authorised deduction for damage, missing parts, use or agreed restocking charges will be notified to the customer.
2.6 Return Transport
Where we accept that a fault or transit damage is covered by us, reasonable return transport costs arranged or approved by Pizza Solutions will normally be covered by us.
Return costs for change-of-mind returns, incorrectly ordered goods, clearance goods or faults caused by matters excluded from warranty are the customer's responsibility.
3. Lost or Delayed Shipments
3.1 Delayed Deliveries
Delivery dates and times are estimates unless expressly agreed otherwise in writing.
Where a shipment is significantly delayed or cannot be located, we will investigate with the carrier. As a general claims procedure, shipments may be treated as potentially lost after 30 days within the UK or 60 days for international shipments, subject to the carrier's own investigation and claims process.
4. Warranty
4.1 Standard Warranty
Unless otherwise stated, new equipment includes a 12-month parts and labour warranty for customers located within the UK mainland, commencing from the date of supply.
For overseas sales, Scottish Highlands and Islands, reseller sales or locations outside our normal service area, warranty support may be provided on a parts-only or return-to-base basis. Unless expressly agreed otherwise, transport costs associated with returning equipment from these areas are the customer's responsibility.
4.2 Warranty Remedy
Where a valid warranty fault is confirmed, Pizza Solutions may repair, replace or refund the equipment at its reasonable discretion.
Commercial equipment may receive an on-site repair where reasonably practicable and subject to engineer availability. Easy, Evo and other smaller machines are generally return-to-base unless otherwise agreed.
4.3 Warranty Exclusions
Warranty does not cover normal wear and tear, routine servicing, adjustment or consumable items such as drive belts and safety-guard adjustment.
Warranty also does not cover faults or damage caused or contributed to by:
- misuse or operator error;
- overloading or operation outside the stated capacity of the machine;
- incorrect installation or commissioning;
- incorrect voltage, phase, electrical supply or rotation;
- lack of required inspection, cleaning or maintenance;
- contamination, water ingress or foreign material entering the equipment;
- continued operation after a fault has developed;
- failure to follow operating, diagnostic or maintenance instructions;
- accidental or malicious damage; or
- unauthorised modification or repair.
Motors, inverters, speed controls, bearings and other components remain covered where failure results from a genuine manufacturing or component defect, but not where inspection shows that the failure was caused or materially contributed to by one of the exclusions above.
4.4 Unauthorised Work
Warranty cover may be refused where equipment has been dismantled, modified, repaired or worked on by anyone other than Pizza Solutions, the manufacturer or a contractor authorised by Pizza Solutions, where that work has caused, contributed to or prevented proper diagnosis of the fault.
4.5 Warranty Claims and Customer Cooperation
Customers making a warranty claim must provide any photographs, videos, operating information or other reasonable diagnostic information requested by Pizza Solutions.
Equipment must also be made reasonably available for inspection, collection or repair. We normally require requested information or access to be provided within 7 days where reasonably practicable.
Failure to cooperate, respond to reasonable requests or make equipment available may delay or suspend the claim until the information or access is provided.
4.6 Continued Use After a Fault
Where a fault occurs, the customer must stop using the equipment where continued use could reasonably cause further damage or create a safety risk.
Additional damage or increased repair costs caused by continued use after a fault has developed, or after Pizza Solutions has advised that the machine should not be used, will not be covered by warranty.
4.7 Warranty and Goodwill Inspections
Where equipment is collected, returned or inspected as part of a warranty claim or an agreed goodwill inspection or repair, Pizza Solutions may dismantle and inspect the equipment as reasonably necessary to identify the cause of the reported fault.
If inspection shows that the fault or damage has resulted from misuse, operator error, overloading, lack of maintenance, contamination, incorrect installation, incorrect electrical supply, continued use while faulty, unauthorised repair or another matter excluded from warranty, the work may be treated as a chargeable repair.
In these circumstances, the customer may be charged the reasonable costs incurred in connection with the machine, including diagnosis, dismantling, inspection, labour, parts, engineer attendance, collection, transport and return delivery.
This applies even where Pizza Solutions initially agreed to inspect, collect or attempt to repair the equipment free of charge as a goodwill gesture.
Where practicable, we will advise the customer of further chargeable repair costs before carrying out work beyond that reasonably necessary to inspect and diagnose the fault.
Where lawful, Pizza Solutions or its appointed repairer may retain possession of equipment in its custody until charges properly due in connection with the inspection, diagnosis, repair, collection or transport of that equipment have been paid in full.
4.8 Installation
Equipment which requires professional installation or commissioning must be installed and commissioned by a suitably qualified and competent person in accordance with the manufacturer's requirements and applicable regulations. Failure to do so may affect warranty cover where incorrect installation causes or contributes to a fault.
4.9 Maintenance
Equipment must be inspected and maintained at suitable intervals for its type and level of use.
Mixer maintenance guidance is available at: https://www.pizzasolutions.co.uk/pages/equipment-maintenance.
Maintenance and inspection should be undertaken by a competent person where appropriate.
4.10 Extended Three-Year Referral Warranty
Where an extended three-year referral warranty applies, collection, return and other transport costs are not included unless expressly stated otherwise.
5. Seconds, Open-Box and Ex-Demo Equipment
5.1 Seconds and Clearance Equipment
Goods specifically sold as seconds or clearance equipment may have cosmetic marks, transport damage, wear or other defects which will be described where reasonably practicable.
Warranty cover for clearance or seconds equipment will be as stated on the relevant product listing or quotation.
5.2 Open-Box Equipment
Open-box equipment is supplied on the terms stated on the relevant product listing. Where we offer a 14-day return option, goods must be returned unused, complete and in the condition supplied, and the customer is responsible for return transport unless otherwise agreed.
5.3 Ex-Demo Equipment
Unless otherwise stated, ex-demo equipment includes a 12-month parts and labour warranty. Ex-demo equipment may show reasonable cosmetic marks or evidence of previous demonstration or transport.
6. Packaging, Collections and Returns
6.1 Return Packaging
Customers are responsible for adequately packaging equipment being returned to Pizza Solutions.
Where appropriate, goods must be securely boxed or crated, firmly secured to a suitable pallet, stackable and capable of being safely moved using a pallet truck.
The customer is responsible for loss or damage caused by inadequate return packaging.
Additional carrier charges resulting from unsuitable packaging, non-stackable pallets, failed collections or inaccurate weights and dimensions may be passed on to the customer.
6.2 Collections
Where Pizza Solutions arranges collection for a return, warranty claim, service or repair, the goods must be packaged in accordance with our instructions and ready at a safe and accessible kerbside or loading point.
Unless expressly agreed, carriers cannot enter buildings or remove heavy machinery from inside premises. The customer or a nominated contact must be available by telephone during the collection.
Failed collections resulting from the goods not being ready, inadequate packaging, lack of access or inability to contact the customer may be chargeable.