FAQ's

General Questions

Can I get technical advice from you on an item I own?

All customers, having purchased any product from Advantage Catering Equipment Ltd or Warewashers can obtain free technical help on their product not just during the warranty period but for the entire time that they own the item. If your technical question is not urgent or requires a detailed explanation, an email, with pictures, may help explain your problem and enable us to find a solution quicker. Contact service@advantage-catering-equipment.co.uk detailing your enquiry. If you need to arrange a warranty repair please have your product details and invoice number to hand before you contact us.

Can you install the equipment?

Normally Yes.If you are in an area not covered by our engineering team we can subcontact to one of a network of trusted engineers throughout the UK who we can either instruct on your behalf or ask that they contact your direct.We are fully insured, members of CEDA and approved by both Safe Contractor and WRAS.

Do you supply to the general public or are you trade only?

Whilst our business is geared towards the hospitality industry, we are happy to accept orders from members of the public who are keen to take advantage of our trade prices and catering quality products.Some of our products are sold with a parts only warranty. As a consumer you would have to purchase the optional labour warranty available so that we can meet your consumer rights conditions.Please be aware that as most buisinesses are VAT registsted we display our prices as Ex Vat by dafault.

Why should I purchase from Advantage or Warewashers?

We like to think we do things different. Our sales team are always happy to spend as much time as is needed to ensure that the equipment you choose is correct for your business needs. As authorised distributors for many major brands we have access to the latest information and training to ensure we give the best advice. If we dont know the answer we will not guess but find out and get back to you. We take time and care processing orders and belive that attention to detail is very important. To ensure that we keep our high standard we will often carry out follow up calls to make sure all is well. Occasionally things will go wrong - what is most important here is 'keeping the customer informed'. We will always try to reslove issues in a fair and efficient manner.

Will I be sent a VAT invoice?

A Vat invoice will be produced on completion of the transaction and unless a request to post has been made will be emailed to the address entered during the checkout process.Customers who register themselves and order through the website will be able to get copies of previously completed invoices at any time by logging into their account.If for any reason Vat invoices are not received or you are unable to print please contact us at sales@advantagecateringequipment.co.uk and one will be posted immediately.

Purchase and Delivery

How soon will I receive my delivery?

Most items will be disptached same day for a standard delivery of 2-3 days. Free Standard DeliveryApplies to all items over £100 and will normally be 2 - 3 working days including the day ordered. The delivery schedule below is a guide only and applies to orders placed before midday - many items will arrive next day as standard.
Day Ordered Day Delivered
Monday Wednesday
Tuesday Thursday
Wednesday Friday
Thursday Monday
Friday Tuesday
Saturday Tuesday
Sunday Tuesday

My goods have not arrived

If you are at all concerned about the whereabouts or timing on your delivery please call 01304 827272 Please remember that standard delivery is 2-3 days and weekends will affect this. We use a variety of National carriers some of which can deliver upto 6pm and drivers are asked to call in advance when possible.

The goods have arrived and the packaging looks damaged. What should I do?

If you suspect that the contents may have been damaged during transit ask the driver to wait whilst you inspect the goods. If he will not wait - reject the goods. If the goods are damaged sign the drivers delivery note to that effect but we must be contacted imediately as many carriers will not accept claims against them for deliveries made once 24 hours has passed. Carriers documents signed as unchecked is not acceptable and may affect any claim.

Will the delivery driver help with the goods?

Generally No. We use a variety of carriers such as TNT and DHL and their delivery proceedures differ. Many carriers are now stipulating that their drivers will carry out 'pavement drops' only and that they are under no obligation to enter your premises (and are often not insured to do so ). Some delivery companies will have a two man team and those operating this way will bring the goods into the building. If there are any delivery restrictions such as limited street access times, steps or other obstacles you should discus this with us in advance. Drivers will generally not help with unpacking, removal of packaging materials or installation. A positioning service is often available at extra cost. Please take these comments into consideration, especially when ordering many of the heavier items available.

Warranties

My equipment is out of warranty and has a fault

We may be able to help, especially for our customers in London and the South East. Please call our service line 01304 827272 as soon as the fault is discovered and our engineers will take the details, and discus the options available. If it is decided that a service call is neccessary we will clearly explain our callout and repair rates then ask you to complete the document below and return it to us either by email to service@advantagecateringequipment.co.uk or fax to 0871 528 9182 Service request form as a PDF Service request form as an image

What is a parts and labour warranty?

Buying a product with a parts and labour warranty For many products an extended warranty is available for further peace of mind however most manufacturers will insist that this is requested at the time the machine is purchased.
What is covered… All repairs required resulting from breakdown within the warranty period, not caused by reasons listed below. Repair will either be carried by either our own engineers or the manufacturer's representative, whichever is quickest and most convenient.
What is not covered… Any costs arising from an engineers visit identifying the cause of failure to be incorrect installation, miss operation, negligence, insufficient cleaning, incorrect programming, limescale buildup, adjustments and consumables. Unlesss otherwise stated the warranty will be the manufacturer's so you are at liberty to contact them with any issues, however as our customer we consider it our job to help you solve these issues as quickly and efficiently as possible.

What is a parts only warranty?

Buying a product with a parts only warranty is a choice often made for the following reasons Some businesses have their own competent maintainers, that are capable of dealing with any issues that my occur with the machine so a parts only warranty is preferred. Others may just want to take advantage of this being the lowest price that the machine can be purchased for. Some products have a far lower risk of mechanical failure than others so a parts only warranty may suffice.
You should be aware of the limitations of this type of warranty:
What is covered…. Parts that suffer a mechanical failure within the warranty term are covered under warranty. Any time spent by our authorised engineers for replacement of these parts is not. You are liable for any labour costs arising from an engineer’s visit after installation, including diagnostic and repair visits within the warranty period. In the event of a fault developing you may instruct your own repairer, or call us on 01304 827272. As an authorised agent we can send our own engineer at our published rates or ask the manufacturer to deal with your machine breakdown. In either case, a callout payment will be required in advance of a visit with your agreement that any subsequent labour costs will be covered by you. Rates are available on request. If you instruct your own repairer you will be required to provide a copy of the engineers report stating the parts that have failed, keep any faulty parts identified, and if necessary return them to us at your own cost, for either replacement or refund.
What is not covered...Parts needing replacement due to incorrect installation, miss operation, negligence, insufficient cleaning, programming, limescale buildup adjustments and consumables. Unlesss otherwise stated the warranty will be the manufacturer's so you are at liberty to contact them with any issues, however as our customer we consider it our job to help you solve these issues as quickly and efficiently as possible.