Warranty Service Request

For direct warranties please see our
Warranty information page

Please use the form on this page 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. It is imperative you check them accordingly.

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

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.

The type of warranty the product has can be found on your original order confirmation, invoice or warranty pack recieved at point of sale.

Back to Base Warranty Claims

Some manufacturers only provide a back to base warranty, so the product would need to be returned to them. 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.

*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. 

Parts only Warranty Claims

A parts only warranty allows you to use your own sourced fully qualified engineer (at your own cost) to assess the problem. This must be followed by a full engineers report sent back to ourselves, which we will then forward onto the product manufacturer. Once approved by the manufacturer the parts required will be sent to your desired location, along with packaging and a returns label for the defective parts to be returned to the manufacturer.

* As with 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.

Parts and Labour Warranty Claims

Part and Labor or On site warranty would involve an engineer attending where the equipment is used in order to diagnose and fix the issue. 

It is important you consult the instruction booklet before the engineer attends, this is to ensure that the fault that you are reporting is covered by the warranty.

If you have a gas appliance or a unit that has been hardwired into the mains electric we do require the install commissioning certificate prior to arranging an engineer to attend site. Failure to provide this information could result in your warranty call being rejected or delayed.

PLEASE NOTE THAT, IF DURING THE VISIT, THE ENGINEER FINDS THAT THE FAULT AFFECTING YOUR MACHINE IS DUE TO INCORRECT USE, INCORRECT USE OF PRODUCTS, LACK OF CLEANING, INCORRECT INSTALLATION, INCORRECT ASSEMBLY/POSITIONING/SITE, ISSUES SUCH AS ELECTRICITY OR PLUMBING FAULTS OR ANY OTHER FAILURE TO COMPLY WITH THE INSTRUCTIONS SUPPLIED WITH THE MACHINE, A CHARGE WILL BE MADE FOR THE ENGINEER’S VISIT.

Customer Declaration

Before you completing the following form, please check to see if your unit is dealt with directly by it's manufacturer, the list of manufacturer's with direct warranty can be found here