Terms and Conditions
Please read these terms and conditions carefully before using our website and services.
Acceptance of Terms
By accessing and using this website, you accept and agree to be bound by the terms and provision of this agreement.
Terms of Sale
1. Reporting Damage & Inspection
- Immediate Inspection: As a B2B purchaser, you are responsible for inspecting all goods at the time of delivery.
- Damage Claims: Any transit damage must be reported to sales@thesavvycaters.co.uk within 48 hours of receipt.
- Evidence: Claims must be accompanied by clear photographic evidence of both the external packaging and the internal damage. Failure to report damage within this 48-hour window may void your eligibility for a courier claim or replacement.
2. Returns & Refunds
- Voluntary Return Window: We offer a 14-day notification window for unwanted items. You must notify us within 14 days of delivery, and the items must be returned to our designated warehouse within a further 14 days.
- Condition: Items must be unused, uninstalled, and in original “as-new” packaging. Items that have been connected to a gas or electricity supply cannot be returned if they have been used or commissioned.
- Fixed Fees: For all non-faulty returns, a 25% restocking fee and a £144 (including VAT) administration fee will be deducted from your refund.
- Return Carriage: The buyer is responsible for the cost and arrangement of return shipping. We strictly recommend using a tracked, insured pallet service, as we cannot issue refunds for items damaged or lost during return transit.
- Processing: Once inspected and approved, refunds are processed to the original payment method within 7–14 working days.
3. Delivery & Non-Refundable Costs
- Service Fees: Standard delivery costs specified at checkout are non-refundable in the event of a “change of mind” return.
- Failed Delivery: If a delivery fails due to restricted access or no one being present to sign, a redelivery fee (minimum £50 + VAT) will apply before a second attempt is made.
4. Warranty (Parts Only)
- Warranty Period: We provide a 12-month parts-only warranty from the date of delivery, unless otherwise stated on the product page.
- Scope: This covers the replacement of defective components. It does not cover labour costs for the installation of parts, engineer call-out fees, or any indirect losses caused by equipment downtime.
- Exclusions: The warranty does not cover:
- Consumable items (e.g., light bulbs, gaskets, seals, or glass).
- Issues caused by incorrect installation, lack of maintenance (e.g., limescale build-up), or misuse.
- Accidental damage or “normal wear and tear.”
- Claims: To initiate a claim, email sales@thesavvycaters.co.uk with your order number, a description of the fault, and a photo of the manufacturer’s data plate on the machine and competent engineer’s installation report where applicable.