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Returns Information

Please note that we do not operate a cancellation or returns service for any goods that are ordered through this website (unless the goods are faulty).

You must ensure before ordering that any goods you order are correct for the purpose you intend. You must check that you have sufficient access space to get the goods in and out of any doorways, through corridors and into the room you wish to place the goods. If you are unsure of any dimensions you must contact the office to confirm details before placing your order through this website. Please note that any couriers delivering goods to you are only responsible for dropping the goods outside your door. You must therefore have sufficient manpower available to lift the goods inside your building and putting in place. You must ensure that you have got the correct services to operate the equipment you are ordering, ie. Gas, Electric, Water, Waste etc.

Please note that if you require installation of the goods you order we may be able to arrange this dependent on where in the country you are based. If you are interested in our installation service then please ensure you contact our office for further information. You may wish to enquire about this before you place your order for goods.

Damaged Items

You must check the goods immediately on receipt for signs of any damage. If there are any visible signs of damage you must make a note of this information on any delivery note that accompanies the delivery before you sign and accept the goods.

You should contact Emcat Ltd within 24 hours with details of any such damage. You can phone the office during normal hours or send a fax or email. Ideally you should send photographic evidence of any damage if you have access to a camera and can email over the photos. Upon receipt of this information we will check details with the carrier to ensure this correlates with the couriers delivery note you have signed. We will then feed this information back to the manufacturer and come back to you with a resolution generally within 7 working days (please note that Saturdays/Sundays/Bank Holidays are not classed as working days). You may wish to use the template form to report details of any damage otherwise please ensure that you send all the information requested within that form.

Faulty Equipment

Any equipment you purchase must be installed by a fully qualified commercial catering equipment engineer (except in the case of an appliance that just plugs into a 13 amp supply only).

Should you experience any fault with the equipment within the manufacturer’s warranty period you must complete the Fault Report form and send that information to us. We will then contact the manufacturers with this information and they will get in touch to advise the next course of action.

They may arrange an engineer to attend site to inspect the fault or they may arrange for replacement of the item (this varies from manufacturer to manufacturer and from appliance to appliance).

If you are unsure whether the equipment is still within the manufacturer’s warranty period (as this varies from manufacturer to manufacturer and from appliance to appliance) then please still complete and send the Fault Report form to our office and we will check this information and reply back to you.

Please note that if an engineer is sent to site and then finds that the fault is not covered by warranty you will be charged for the engineer’s time and any parts that are fitted.
Examples of situations where faults may not be covered by warranty (please note that this list is not exhaustive and varies from manufacturer to manufacturer):
Failure of services/supplies to the appliance eg gas/electric/water
(if an electrical item has tripped please check if there is a re-set button on the appliance before reporting a fault – see the instruction manual & please also check the appliance in another electrical socket to ensure that it is not the socket at fault)
Any problems associated with scale from your water supply (please note that some appliances which run with water require you to have a softened water supply – please check if you need a water softener for any water fed appliances – you will need to check with your water authority as to the level of water hardness in your area)
Incorrect installation/set up
Operator abuse/misuse/error (please ensure that you read & follow all operators instruction manuals for each and every appliance that you purchase)
General wear & tear of consumable items (eg bulbs/seals etc)
Do not attempt to repair any faults yourself (if anyone other than the manufacturer’s appointed engineers works on the appliance your warranty will become null & void)


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