Warranty and Service Conditions Retigo Vision combi ovens

1. Definitions
1.1 ‘Normal working hours’ are between 8.30am and 5.00pm Monday to Friday, excluding Bank Holidays and Public Holidays. Out of hours, weekends and bank holidays are available but only by prior agreement at the time of appliance purchase or on a one to basis at our discretion.
1.2 ‘Technical support’ is available 24hr 7 days a week via our technical service helpline and is FREE OF CHARGE.
1.3 ‘Our Charge Rate’ – our relevant charges in force and notified to you either in writing or verbally.
1.4 ‘Our Engineer’ – an engineer, sub-contractor or agent approved by us.
1.5 ‘WE / US’ – Retigo UK Limited, (registered in England & Wales, registration number 12977099).
1.6 ‘You’ – the customer named in all correspondence.
1.7 ’36 months warranty’ only applies to combination ovens, standard warranty is applicable to all other equipment and accessories.
2.0 Warranty Definitions Warranty is as defined below but is not limited and covers both ‘Parts Only’ and ‘Parts & Labour’ warranties and is to run from all appliances dispatched from the 20th March 2023 (00.00) until the 31st December 2026. The warranty especially covers defects arising as a result of defective material used for producing the appliance, its components or spare parts, or due to faulty manufacturing process that resulted malfunction. The warranty does not cover defects arising as a result of mechanical damage, inappropriate placement, inappropriate way of handling, failure to respect the appliance’s operating manual instructions and the Technical and service documentation, the use of unauthorised person or as a result of unpredictable natural disasters, operating under special conditions unforeseen by the manufacturer, use for purposes other than for which the product is intended or using other detergents than those specified by us. The warranty does not cover the normal wear and tear of the appliance as defined by Retigo UK. Parts Only: Retigo UK covers the Parts only warranty for the appliance for the period of Thirty-Six months (36 months) (see 2.1 – 14.1 for qualifying terms). Parts & Labour Inclusive: Retigo UK covers the Parts and Labour warranty for the appliance for the period of Thirty-Six month (36 month) (see 2.1 – 14.1 for qualifying terms)
2.1 ‘Appliance: covered under manufacturer’s warranty to be free from faults and manufacturing defects for a period of Thirty-Six months (36 months) from the date of install* (see 3.1) *Warranty limitations on the following components are as follows: Cavity lamps, lamp seals and lamp glasses – Not covered under parts or labour warranty Door and trolley seals – Limited to three months (3 months) part supply only Mobile banqueting trolleys – Chassis and frame only Thermal banqueting bags – Not Covered
2.2 ‘Warranty service requests are to be raised by the purchasing dealer either via telephone or e-mail (see 2.3) whereby a service call number will be issued by return. Service calls received by the end user need to be approved by the purchasing dealer, otherwise will not be treated as warranty and will be fully chargeable at our standard rates. At the point of logging a warranty service call with Retigo UK it is accepted by the dealer that if the call is non warranty related as deemed by our engineer(s) the call and associated costs will be fully chargeable at our standard rates.
2.3 ‘The supplying dealer who raises a service call for either an in or out of warranty call with Retigo UK must supply the following information to us in order for us to attend, failure to provide the below information could result in a delayed or non-response.

• Appliance model and serial number
• Full site address
• On site contact name and telephone number and e-mail address if possible
• Access times
• Reported fault (including any error codes that may be displayed)

3.0 Replacement Parts
3.1‘Parts: all parts fitted under 2.1* are covered for the balance of the main warranty for the part and the labour to fit/install as deemed by our engineer to meet warranty conditions.
3.2 ‘Parts fitted outside of the main appliance warranty are covered for a period of 6 months (* see warranty limitations) from the date of part dispatch. Labour is limited to three months (3 months) from the date of parts installation of which after this time the labour is chargeable at our normal rates.
3.3 ‘Parts which are classed as under warranty can and shall only be replaced and installed by Retigo trained engineer(s) or those authorised and trained by us. Parts removed and returned under warranty by non-authorised persons will be deemed as non-warranty and not covered either by the appliance or parts warranty whichever is relevant.
3.4 ‘We will not accept under any claim, warranty or otherwise any claim relating to non-original spare parts. Any non-original Retigo spare parts sent back for replacement or credit will be rejected. Likewise, any parts fitted to our machines that are non-original will void the equipment’s warranty unless said spare parts are authorised in writing by Retigo UK.
Note: See 7.4: Failure of return – charges.
4.0 Appliance Installation & Use
4.1 ‘All appliances MUST be installed to the requirements as set out by Retigo UK using the widely available on-line (http:///www.retigo.com/technical-service) or paper format installation protocol which is attached to every appliance which must be returned to Retigo UK within eight weeks (8
weeks) of the appliance despatch.
4.2 ‘All appliances in order to qualify for the Thirty Six month (36 month) warranty period MUST be installed and commissioned by installers who have attended our free training. Warranty may be refused if defects in the installation have been noted following a claim against the warranty and the installer has not attended training.
4.3 ‘Relocation of the appliance to another address not identified on the original installation protocol will automatically void the warranty unless Retigo UK is informed in writing and a further installation protocol is returned. The balance of the warranty in the case that these two commitments being met will be honoured.
4.4 ‘Failure of the appliance due to the non-use or incorrect use in any way including but not limited to the incorrect use or type of cleaning chemicals is not covered under warranty for either parts or labour.
4.5 ‘Failure of the appliance or any component due to corrosion issues relating to incorrectly treated water, chemicals, or operation outside of our documented parameters is not covered under warranty.
4.6 ‘Failure of mains supply services to the appliance which include but are not limited to the following are not covered under Retigo UK warranty:
1) Loss of electrical power supply either fully or partly
2) Loss of water supply either fully or partly
3) Loss of gas supply either fully or partly
4) Failure of safety systems such as gas safety interlocking or ventilation systems
5) Blocked external drainage
6) Non replacement of or failure to install appropriate water filtration as per the required installation protocol which can result in limescale or non-defined issues which result in damage to the appliance even if cosmetic.
4.7 ‘External water filtration systems either supplied by Retigo UK or by others are not covered under Retigo UK warranty nor are their replacement due to usage during the appliance warranty period.
4.8 ‘Setting up or correcting the configuration of the appliance or installed accessories are not covered under warranty.
4.9 ‘Blocked internal appliance drainage caused by food debris, fat or limescale or any other undefined substance.
5.0 Scope of our service
5.1 ‘Our scope of works does not apply to services connected to the equipment, such as mains supply installations of water, electric, gas etc. Should any such equipment or installation be considered at any time to be unsafe, non-usable or outside of our requirements in the reasonable opinion of our engineer(s) our obligations shall cease until the condition is rectified to our satisfaction. Our in and out of warranty works do not cover the following:
5.2 ‘Repair or reinstatement of services to building(s) including de-installation and re-installation of equipment to allow for works to be carried out either during in or out of warranty.
5.3 ‘On site Extraction or make up air input systems, Gas Interlock or Gas Interlock Proving systems, Blocked drains (either internal to equipment or building services), Workshop repairs when the equipment cannot be worked on in situ due to space limitations and or danger to you the customer or our engineer(s).
5.4 ‘Any replacement parts free of charge excluding parts which are deemed by our engineer to be covered under the manufacturer’s warranty at the time of inspection IF the appliance is or part covered under warranty*.
5.5 ‘Repairs to mains gas pipework, mains gas pipework testing or certification, repairs to electrical installation and wiring systems, testing or certification of wiring systems, repairs or servicing to external water softeners, softening plants, carbon treatment units or RO (Reverse Osmosis) units and FOG systems.
5.6 ‘Extensive or prolonged site inductions which are required in order to access a site.
5.7 ‘The appliance has not been repaired by either you or any third party apart from us or by our Authorised service agent, that is considering any repairs that led to any changes in the internal structure of the appliance (especially replacement of the components) and/or even mere sign of opening the appliances cover with the intention to repair it (i.e. any slight damage to the appliances cover, in particular violation of the seals, protective stickers, any signs of levering into the
appliances cover or its opening).
6.0 Service Call Attendance Warranty Parts & labour Inclusive
6.1 ‘We Retigo UK guarantee to contact or attend to a reported faulty appliance which is covered under Retigo UK parts and labour warranty within 24 hours from the receipt of a service request being logged with us within our stated normal working hours unless as in 1.1 by prior agreement at the point of sale.
6.2 ‘Retigo UK is not responsible in attending service calls on behalf of the supplying dealer or end user where by the appliance is only under a “parts only” warranty.
6.3 ‘Retigo UK does not accept liability for the balance of the labour warranty whereby a supplying parts only dealer is no longer trading or has changed trading name(s) or no longer has an interest in the appliance.
6.4 ‘Retigo UK will invalidate the warranty in its entirety (parts only or parts and labour whichever is relevant) if the purchased appliance has not been paid for in full after 30 days of the due date for payment unless otherwise agreed.
6.5 ‘Retigo UK expects Parts Only dealers to contact or attend warranty calls within 24 hours from the receipt of a service request as per 6.1
7.0 Parts Supply for Parts Only
7.1 ‘Attending engineers must contact our technical service team wherever possible prior to leaving site in order to ensure the correct fault has been identified and if needed identify which part(s) are needed.
7.2 ‘Once a part has been identified as being needed this will be dispatched to the required location either the same working day (if ordered before 2.00pm) or the following working day.
7.3 ‘By ordering an ‘in warranty’ replacement part this automatically produces a ‘return label’ whereby the faulty part(s) must be returned to us within 30 days of the dispatch of the new replacement. Not all parts will be required for return, those that qualify will be notified by our service team.
7.4 ‘Failure to return any failed parts to us within thirty days (30 days) authorises us to invoice you for the full list and carriage costs of the part(s) ordered that were requested under warranty.
8.0 Price and Payment
8.1 ‘VAT is payable on all amounts due.
8.2 ‘Where a credit account is established, Retigo UK will determine the amount of the credit limit and reserves the right to make adjustments to the credit limit, including the removal of any credit limit at its absolute discretion.
8.3 ‘Where a credit account is held full payment of all charges is due within 30 days of the invoice date, unless a payment schedule has been agreed in writing.
8.4 ‘Where no credit facility is agreed, payment will be required on a pro-forma basis.
8.5 ‘All replacement parts fitted including any installed accessories remain our property until paid for in full unless covered under the manufacturer’s warranty as deemed by our engineer(s).
8.6 ‘Any faulty part(s) which require replacement under warranty remain the property of Retigo UK and in the case of replacement by “Parts only” dealers these parts need to be returned to Retigo UK within 30 days of receipt of the new replacement part(s) (see 7.4 for charges)
8.7 ‘Failure to return warranty parts in the time specified in 7.4 authorises Retigo UK to charge the full list price for the part(s) as ordered to the supplying dealer.
8.8 ‘Should you not wish us to carry out any work for which an estimate has been submitted following a service call either in or out of warranty you will be charged for our engineer’s time spent inspecting the equipment at our normal charge rates.
8.9 ‘We reserve the right to charge for abortive calls at our standard rates or where pre-arranged access has been arranged and we are unable access an appliance.
8.10 ‘Retigo UK reserves the right to charge interest and administration fees for overdue payments beyond terms, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 and The Late Payment of Commercial Debts Regulations 2002.
9.0 Training
9.1 ‘Free engineer training is available to all supplying dealers for both their own internal engineers or those that are employed by them as sub-contractors.
9.2 ‘Supplying dealers MUST commit to allowing their installation and or service engineers at least one day’s service and installation training every three years in order to meet Retigo UK’s service and installation training standard and hold a current in date training and installation certificate.
9.3 ‘Failure to attend installation or service training either initially as a new dealer may render any service calls against either the labour, parts or parts and labour warranty void.
10.0 Liability
10.1 We shall not be liable for death or personal injury, except for any attributable to our negligence.
10.2 We do not accept liability for any damage or loss caused by a variation to the services which are connected to the appliance.
10.3 We do not accept liability for any damage or loss however caused by the use of defective materials and this includes failure of individual or multiple parts/components either internally or in the connection of the appliance which may cause damage to a property or person or the appliance itself.
11.0 Force Majeure
11.1 We shall not be liable for any default due to any circumstance beyond our reasonable control including, but not limited to, acts of God, war, civil unrest, riot, strike, lock-out, acts of civil or military authorities, fire, flood, earthquake or shortage of supply or failure to deliver by our suppliers.