Refund policy
Return rules summary
- Returns accepted for 14 days
- Customer provides return shipping
- 30% restocking fee
- No final sale items
2.0 Return & Refund Policy
2.1 B2B Sales:
All transactions on this site are business-to-business (B2B). Consequently, the Consumer Rights Act 2015 and related consumer contract regulations do not apply.
2.2 Product Type:
We specialise in supplying commercial equipment intended for professional use.
3.0 Return & Refund Process
3.1 Authorisation Required:
Do not return anything until a return has been authorised. Return instructions will be provided once authorised.
3.2 Damaged Goods:
Contact us within 48 hours of delivery to report damaged goods. We will require photographs of the packaging and goods.
3.3 Change of Mind:
Goods must be returned unopened, unused and in 100% original packaging. A 30% restocking fee applies.
3.4 Faulty Goods:
Faulty goods must be returned to us unless otherwise agreed. We will arrange repair, replacement or refund at our discretion.
3.5 Initiating Returns:
To initiate a return, contact info@pizzasolutions.co.uk. Follow-up instructions will be provided.
3.6 Refunds:
Refunds are processed following receipt and inspection of returned goods. Funds are returned within 14 days. Partial refunds may apply if items are damaged, used, incomplete or have parts missing.
3.7 Return Charges:
Shipping costs for returning damaged or faulty items are covered by Pizza Solutions where the fault or damage is accepted by us. For change-of-mind returns, clearance items or incorrectly ordered goods, the customer is responsible for return shipping.
4.0 Lost or Delayed Items
4.1 Policy on Lost Items:
Items are considered lost after 30 days in the UK and 60 days in Ireland.
5.0 Warranties
5.1 Coverage:
Products include a 12-month parts and labour warranty for UK mainland customers. For overseas sales, resales and Scottish Highlands, warranty cover is parts only.
5.2 Warranty Claims:
We may repair, replace or refund items under warranty at our discretion. Labour costs for items sold internationally or through resellers are the responsibility of the reseller, importer or customer.
5.3 Warranty Exclusions:
The warranty does not cover drive belts, wire safety guard adjustment, speed controls or motors, as these can be subjected to misuse. Incorrect installation, incorrect electrical supply, lack of maintenance, overloading, misuse or continued use while faulty may void the warranty.
Commercial lines may receive on-site repair subject to engineer availability. Non-commercial lines must be returned to our facility unless otherwise agreed.
The warranty is void if goods are opened, modified, repaired or worked upon by anyone other than Pizza Solutions or Pizza Solutions-approved subcontractors.
5.4 Limitations of Warranty:
Once a warranty claim has been raised, the customer must provide any information, photographs, videos or other evidence reasonably requested by Pizza Solutions and must make the equipment available for inspection, collection, return or repair within 7 days.
Failure to provide the requested information, respond to communications or make the equipment available within this period may result in the warranty claim being suspended, limited or rejected.
If a fault occurs, customers must cease using the equipment. Continued use of equipment after a fault has been reported, or after diagnostic instructions have been provided, may cause further damage.
Any damage, additional repair costs or consequential losses resulting from continued use, delayed inspection, delayed repair, failure to respond to communications, failure to provide requested information or failure to follow instructions provided by Pizza Solutions shall not be covered under warranty.
Pizza Solutions shall not be liable for any deterioration, secondary damage or increased repair costs arising from the customer's failure to make the equipment available for inspection or repair within the required timeframe.
5.5 Installation:
All goods must be installed, tested and commissioned by a qualified engineer. Installation must follow all applicable UK regulations and standards, along with the manufacturer’s specifications and guidelines. Failure to comply may void the warranty.
5.6 User Maintenance:
Mixers should be inspected periodically in line with our maintenance guide here.
5.7 Extended 3 Year Referral Warranty:
Shipping of goods back and forth is not included.
6.0 Seconds, Open Box & Ex-Demo Equipment
6.1 Seconds:
Clearance items are not covered by warranty. Seconds may have minor marks or defects from transport and use. If you need a machine in perfect condition, choose a brand new one.
6.2 Open Box:
Open-box goods are not covered by warranty but may be returned within 14 days for a refund. Buyer pays return shipping. Goods must be returned unused, complete and in the condition supplied.
6.3 Ex-Demo:
Ex-demo goods include a 12-month parts and labour warranty unless otherwise stated. Ex-demo units may have minor marks or transport wear. If you need a machine in perfect condition, choose a brand new one.
7.0 Packaging, Returns, Warranty Returns, Servicing & Repairs
7.1 Packaging Requirements:
Pizza Solutions is not responsible for damage to goods returned in transit. Customers should insure return shipments. Goods must be crated or boxed, secured to a pallet, stackable and movable with a pallet truck.
Charges for unsuitable packaging, unstackable pallets or failed collections will be passed on to the customer. Weights and sizes must be accurate. Any carrier charges resulting from incorrect information will be chargeable.