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Back to Base Warranty Request

Please use the below form to report that your machine is not operating properly. This will be dealt with under the terms and conditions of the warranty you received when you purchased the goods.

The item in which you are reporting as faulty is only covered by a back to base warranty.

What does this mean?

Some manufacturers only provide a back to base warranty. The duration of this warranty is dependent on the item and will be outlined in your original order. If you do find a fault with your appliance that is under warranty you should first consult the user manual. If the fault is still there then you will need to send the unit for testing and repair.

There are many things that are not covered by warranty and where this is the case, you must pay for the service call.

Common exceptions may include the following:

    • Misuse
    • Site issues (eg. room temperatures/ventilation/positioning)
    • Failure to clean or maintain the product in accordance with instructions
    • Incorrect, poor or faulty installation/re-assembly
    • Poor or faulty services (eg. utilities)
    • Physical damage
    • Damage/blockages caused by foreign objects
    • Faults caused by poor quality products/detergents etc.
    • Failure to comply with the instructions supplied with the product

    Many "faults" are not actually a fault of the product but due to the use or installation of the machine. Statistics show that in some cases over 90% of reported or suspected faults are down to use, installation or misunderstanding on the part of the user. Before arranging the service call we strongly suggest you carry out checks to ensure the fault is with the product itself and covered by the warranty.

    *Customers must arrange for any faulty unit(s) to be returned to the manufacturer for repair when the items are covered by a back-to-base warranty. Please ensure that the item(s) are well packaged as neither JJ Martin (Catering Appliance Superstore) Ltd nor the manufacturer will accept any responsibility for any loss or damage caused due to poor packaging when the item is in transit. Some suppliers will however arrange collection of the faulty unit. .

    Once the below warranty log has been made, JJ Martin (Catering Appliance Superstore) Ltd will provide you with a returns number and address for your package from the manufacturer.

    Should the manufacturer find no fault with the unit or that the repair is down to user error our customer service team will contact you advising you of any additional costs to repair the unit plus details of how to return the item to yourself. Please note that appliances where no faults are found it is the customer's responsibility to arrange for the item to be collected from the manufacturer.

    Provided you are happy that the service call will be arranged on the above basis, please complete the attached form and return it to us, signed accordingly, so that we can instruct you on how to get the unit to the manufacturer.

    Customer Declaration

    By submitting this form, I confirm that I have read and understood everything set out in the Service Request Letter. I agree to pay the cost of the service call and/or costs in repairing/servicing of this product if the fault(s) found are due to matters not covered under the warranty terms, for example: -

    • Misuse
    • Site issues (eg. room temperatures/ventilation/positioning)
    • Failure to clean or maintain the product in accordance with instructions
    • Incorrect, poor or faulty installation/re-assembly
    • Poor or faulty drainage
    • Poor or faulty services (eg. utilities)
    • Physical damage
    • Damage/blockages caused by foreign objects
    • Faults caused by poor quality products/detergents etc.
    • Failure to comply with the instructions supplied with the product