Returns & Warranty

Returns & Warranty

Commercial coffee equipment is a serious investment. This page explains the warranty included with equipment purchased from Modern Standard Service, what is and is not covered, and our policy on returns.

12-month warranty on new equipment

All new equipment supplied by Modern Standard Service includes our standard 12-month parts and labour warranty, unless we expressly state otherwise in writing.

Some manufacturers may offer additional or longer warranty cover on certain products, but manufacturer terms vary by brand and model.

Regardless of the underlying manufacturer arrangements, you should always contact Modern Standard Service first if your equipment develops a fault. We will diagnose the issue and liaise with the manufacturer where necessary.

Where Modern Standard Service installs the equipment, the 12-month warranty period begins on the installation date.

Where we do not carry out the installation, the warranty period begins on the delivery date.

Used, refurbished and ex-demo equipment

Unless otherwise stated at the point of sale, used, refurbished and ex-demo equipment supplied by Modern Standard Service includes a 6-month parts and labour warranty.

The warranty begins on the installation date where we install the equipment, or the delivery date where we do not.

What's covered

Where a fault is covered by warranty, our warranty includes the parts and labour reasonably required to diagnose and repair the fault.

Standard warranty attendance is available across mainland Great Britain.

Additional travel and associated charges may apply for attendance in the Scottish Highlands, islands and other non-mainland locations.

Our standard warranty does not include a guaranteed engineer response time or service level agreement.

Where reasonably practicable, we aim to attend valid warranty faults within 14 days, but this is a target rather than a contractual SLA.

Customers requiring guaranteed response times should consider one of our service and maintenance plans.

What's not covered

Our warranty does not cover faults, damage or deterioration caused by:

  • misuse, abuse or accidental damage;

  • incorrect cleaning or maintenance;

  • failure to follow the manufacturer's instructions;

  • scale or limescale;

  • unsuitable or poor water quality;

  • failure to maintain or replace water filtration when required;

  • normal wear and tear;

  • consumable or routine wear items;

  • unauthorised repairs, modifications or alterations;

  • work carried out by an unauthorised third-party engineer;

  • damage caused during relocation or reinstallation of equipment;

  • unsuitable electricity supply;

  • unsuitable water pressure or water supply;

  • drainage problems;

  • faults caused by the customer's premises, utilities or associated equipment;

  • environmental conditions outside the manufacturer's specification; or

  • cosmetic issues which do not materially affect the operation of the equipment.

Where an engineer attends a reported warranty fault and determines that the issue is not covered by warranty, we may charge for the call-out, engineer time, travel and any parts supplied.

Water filtration

Correct water treatment is essential for commercial coffee equipment.

Where appropriate, Modern Standard Service will supply and install suitable BRITA water filtration equipment, which will be charged separately unless included in your quotation.

Damage caused by scale, unsuitable water quality or failure to maintain or replace filtration equipment is not covered by our standard warranty.

Extending your cover

Our Bronze, Silver and Gold service packages provide ongoing maintenance and support beyond the standard equipment warranty.

Depending on the service level selected, these plans may include preventative maintenance visits, contractual response times and additional service support.

Service packages are subject to their own separate terms and conditions.

Returns for business customers

Business customers do not have an automatic right to return correctly supplied goods simply because they have changed their mind.

Any return must be agreed by Modern Standard Service in writing before goods are sent back.

Where we agree to accept a return, the customer may be responsible for reasonable:

  • return carriage or collection costs;

  • manufacturer charges;

  • restocking charges;

  • administration costs; and

  • any reduction in the value of the equipment.

Bespoke, personalised, specially configured or special-order equipment will not normally be accepted for return.

This does not affect your rights where equipment is faulty, incorrectly supplied or does not conform to the contract.

Consumer returns

If you are buying as a consumer rather than for business purposes, you may have statutory cancellation rights when purchasing standard stock online, by telephone or through another distance-selling method.

Where the statutory cancellation right applies, you will normally have 14 days after receiving the goods to tell us that you wish to cancel.

Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the direct cost of returning the goods to us.

You may also be responsible for any reduction in the value of the goods caused by handling them beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Nothing in this policy affects your statutory consumer rights.

Bespoke and custom equipment

Equipment made or modified specifically to your requirements is treated differently from standard stock.

This may include:

  • custom powder-coated machines;

  • customer-selected colours or finishes;

  • custom panels or bodywork;

  • non-standard factory configurations; and

  • other equipment manufactured or materially modified specifically for you.

Once we have accepted the order and committed to manufacture, powder coating, modification or another bespoke process, these goods cannot normally be cancelled or returned simply because you change your mind.

For consumers, statutory distance-selling cancellation rights do not generally apply to goods made to your specifications or clearly personalised.

This does not affect your legal rights if the goods are faulty, misdescribed or otherwise do not conform to the contract.

Faulty or damaged goods

If goods arrive damaged, are incorrectly supplied or develop a fault, please contact us as soon as possible.

Do not arrange for another engineer or third party to repair or modify equipment before contacting us, as unauthorised work may affect warranty coverage.

Where the issue is covered by warranty or your statutory rights, we will arrange the appropriate diagnosis, repair, replacement or other remedy.

Making a warranty claim

If your machine develops a fault, contact Modern Standard Service via our contact page or through the contact details provided with your service agreement.

Please provide, where available:

  • your company or customer name;

  • installation address;

  • machine make and model;

  • machine serial number;

  • a description of the fault;

  • photographs or video where helpful; and

  • details of any error message displayed.

We will assess the fault and arrange diagnosis and repair where appropriate.

Always contact Modern Standard Service first for warranty support, even where the equipment is also covered by a manufacturer warranty.

Your statutory rights

Our 12-month warranty on new equipment and 6-month warranty on used, refurbished or ex-demo equipment are commercial warranties provided by Modern Standard Service.

If you are a consumer, these warranties are in addition to your statutory rights and do not replace or limit them.