2.0 Return & Refund Policy
2.1 B2B Sales:
All transactions on this site are business-to-business (B2B). Consequently, the Consumer Rights Act 2015 and related consumer contract regulations do not apply.
2.2 Product Type:
We specialise in supplying commercial equipment intended for professional use.
3.0 Return & Refund Process
3.1 Authorisation Required:
Please do not return anything until a return has been authorised by us. Instructions will be provided.
3.2 Damaged Goods:
Contact us within 48 hours of delivery to report damaged goods. We will require photos of the damaged packaging and goods.
3.3 Change of Mind:
Goods must be returned to us unopened and in 100% original packaging. A 30% restocking fee will apply.
3.4 Faulty Goods:
Return faulty goods to us, and we will arrange for a replacement or repair.
3.5 Initiating Returns:
To initiate a return for any reason, contact us at [email protected]. Follow-up instructions will be provided for the return process.
3.6 Refunds:
Refunds will be processed upon receipt and inspection of the returned goods. Partial refunds may be issued if items are damaged or parts are missing.
3.7 Return Charges:
Shipping costs for returning damaged or faulty items will be covered by Pizza Solutions. In cases of change-of-mind returns or clearance items, shipping costs must be covered by the customer.
4.0 Lost/Delayed Items
4.1 Policy on Lost Items:
Items are considered lost after 30 days in the UK and 60 days in Ireland.
5.0 Warranties
5.1 Coverage:
Our products include a 12-month comprehensive warranty covering parts and labour for UK mainland. For overseas sales, resales and Scottish Highlands, the warranty is limited to parts only.
5.2 Warranty Claims:
We reserve the right to repair, replace, or refund items under warranty. Labour costs for items sold internationally or through resellers are the responsibility of the reseller/importer.
5.3 Warranty Exclusions:
The warranty does not cover drive belts, speed controls, or motors, as these can be subjected to misuse. Incorrect installation or misuse of the product voids the warranty. Commercial lines may receive on-site repairs subject to engineer availability; non-commercial lines must be returned to our facility for repairs. The warranty is void if goods are opened and worked upon by anyone other than Pizza Solutions or Pizza Solutions Sub-Contractors.
5.4 Limitations of Warranty:
If a warranty claim is made and a repair or replacement is authorised, the product must be made available for collection, return, or repair within 7 days. Continued use of the product after reporting a fault may result in further damage, which may not be covered under the warranty.
5.5 Installation:
All goods must be installed, tested, and commissioned by a qualified engineer. The installation process must adhere to all applicable UK regulations and standards, as well as the manufacturer’s specifications and guidelines. Any failure to comply with these requirements may void the warranty.
6.0 Seconds, Open Box & Ex Demo Equipment
6.1 Seconds
Second-hand clearance items are not covered under any warranty. Items may show cosmetic marks and signs of wear.
6.2 Open Box
Open Box goods are not covered by warranty but may be returned within 14 days for a full refund. Buyer pays return shipping.
6.3 Ex Demo
Ex Demo Goods are covered by our usual 12 month parts and labour warranty as detailed above.
7.0 Packaging – Returns, Warranty Returns, Servicing & Repairs
7.1 Packaging Requirements:
Pizza Solutions is not responsible for returned goods being damaged during transit. Customers are advised to take out relevant insurance. Returned goods must be crated or boxed and secured to a pallet so they are stackable and movable with a pallet truck. Any charges for unstackable pallets or unsuitable packaging will be passed on to the customer. Weights and sizes must be provided. Any charges for incorrect weights or sizes will be chargeable to the customer.