Refund, Returns, Warranty, Installation, and Service Policy
Commercial Catering Equipment – Business Customers Only
Effective date: 19 February 2026
Applies to: All business-to-business (B2B) sales of commercial catering equipment, including supply, delivery, installation, and associated services.
- Business Sales Only
All goods and services are supplied strictly to business customers for commercial use. By placing an order, you confirm that you are acting in the course of business.
Consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations, does not apply. Transactions are governed by the Sale of Goods Act 1979 and Supply of Goods and Services Act 1982.
- Delivery and Inspection
You must inspect goods immediately upon delivery.
You must notify us in writing within:
- 24 hours for damaged goods
- 48 hours for missing items
- 5 working days for incorrect goods
Claims must include:
- Order number
- Delivery date
- Description of issue
- Photographic evidence
- Delivery documentation
Failure to notify within these timeframes constitutes acceptance of the goods.
- Failed Delivery and Aborted Delivery Charges
If delivery cannot be completed due to circumstances beyond our control, including but not limited to:
- No authorised person present on site
- Restricted or unsafe access
- Incorrect delivery information provided
- Site not ready to receive goods
- Lack of appropriate utilities (electricity, gas, water, drainage)
- Obstructions preventing safe delivery
We reserve the right to charge:
- Redelivery charges
- Storage charges
- Additional transport costs
- Administrative costs
These charges must be paid prior to reattempted delivery.
- Installation and Site Readiness
Where installation services are provided, the customer is responsible for ensuring the site is fully prepared, including:
- Correct utility connections available
- Adequate ventilation
- Safe and clear access
- Suitable structural support
- Compliance with all relevant regulations
If installation cannot be completed due to site readiness issues, aborted installation charges will apply, including:
- Engineer labour costs
- Travel costs
- Accommodation costs where applicable
Further visits will be chargeable.
- Commissioning
Where commissioning is required:
- Equipment must not be used prior to commissioning where specified
- Commissioning must be performed by qualified engineers
- Failure to commission equipment where required may void the warranty
Commissioning visits that cannot be completed due to site issues may be chargeable.
- Returns – General Conditions
Returns are accepted only with prior written authorisation and a Return Merchandise Authorisation (RMA).
To qualify:
- Return request must be made within 5 working days of delivery
- Equipment must be unused, uninstalled, and undamaged
- Equipment must be in original packaging
- Equipment must be in resalable condition
Returns not meeting these requirements may be refused.
- Non-Returnable Items
The following items are non-returnable unless faulty:
- Installed equipment
- Refrigeration equipment that has been powered on or used
- Gas appliances once connected
- Custom-built or bespoke equipment
- Special-order items
- Fabricated stainless steel products
- Consumables and hygiene-related products
- Restocking Charges
Approved returns may be subject to:
- Restocking fee of up to 25%
- Collection charges
- Repackaging costs if original packaging is missing or damaged
Delivery charges are non-refundable.
- Faulty Equipment and Warranty Service
Faulty equipment must be reported immediately.
We will, at our discretion:
- Arrange repair
- Provide replacement parts
- Replace equipment
- Provide refund if repair or replacement is not feasible
Warranty is subject to manufacturer terms.
Warranty does not cover faults caused by:
- Incorrect installation
- Poor maintenance
- Limescale
- Blocked condensers
- Incorrect electrical supply
- Improper use
- Negligence or accidental damage
- Refrigeration Equipment – Special Conditions
Customers must ensure:
- Adequate ventilation clearance
- Regular condenser cleaning
- Suitable ambient temperatures
- Proper electrical supply
Failure caused by poor maintenance or unsuitable environment is not covered.
Compressor warranties beyond year one may be parts-only.
- Engineer Call-Out Charges (Non-Warranty)
Engineer call-out charges will apply where:
- Fault is not covered under warranty
- Equipment is found to have no fault
- Fault is caused by misuse, poor maintenance, or installation issues
- Equipment is outside warranty period
Charges may include:
- Call-out fee
- Labour charges
- Travel costs
- Replacement parts
Payment is required in accordance with agreed terms.
- Customer Damage or Misuse
We accept no responsibility for damage caused by:
- Incorrect handling
- Improper installation
- Failure to follow manufacturer instructions
- Lack of maintenance
- Improper cleaning chemicals
- Electrical supply faults
- Water supply issues
Repair of such damage is chargeable.
- Order Cancellation
Orders may only be cancelled without charge prior to dispatch or manufacture.
Orders already dispatched or manufactured will be subject to:
- Restocking fees
- Delivery and collection charges
Bespoke items cannot be cancelled once production has started.
- Refund Processing
Refunds will be processed only after returned goods are:
- Received
- Inspected
- Approved
Refunds will be issued within 14 working days.
Refunds will be made via original payment method unless otherwise agreed.
- Storage Charges
If delivery is delayed at the customer’s request, we reserve the right to apply storage charges after a reasonable period.
- Limitation of Liability
Our total liability shall not exceed the purchase price of the goods supplied.
We shall not be liable for:
- Loss of business
- Loss of revenue
- Loss of profits
- Loss of operational time
- Indirect or consequential losses
- Returns Procedure
All returns require prior authorisation.
Contact:
Email: sales@ionixgroup.co.uk
Telephone: 01223 776500
Address: 18 South Cambridge Business Park, Babraham Road, Sawston, Cambridge, CB22 3JH
Unauthorised returns will be refused.
- Governing Law
This policy is governed by the laws of England and Wales.
- Policy Amendments
We reserve the right to amend this policy at any time. The latest version will always be published on our website.