First step
Telephone assessment
Servicing and support
Returns Policy
Clear information about how machine faults, repairs, collections and international support are handled.
Repair target
2 to 5 working days
Warranty support
No repair charge
UK and international support
Servicing and Support
All of our machines are built to very high standards of quality and performance. If you are based in the UK and something unexpectedly goes wrong with your machine, we will begin with the quickest practical route and arrange further support where required.
US customers
How We Handle a Machine Fault
We begin by assessing the issue remotely. Collection or an engineer visit is arranged when the fault cannot be resolved over the telephone.
Initial Telephone Support
We will first try to identify and resolve the issue with you over the phone.
Engineer Visit or Collection
If telephone support does not resolve the problem, we will decide whether to send an engineer or collect the machine for repair at our workshop.
Repair and Return
Once the repair has been completed, the machine will be returned to you.
During the warranty period
No Charge for Warranty Repairs
There is no charge for this service during the warranty period.
Repair timing
2 to 5 Working Days
We aim to complete repairs within 2 to 5 working days.
Subject to availability
Loan Machine Support
If repairs may take longer than expected, we may be able to offer a loan machine at no extra cost, subject to availability.
Important information
Loss of Income During Repairs
Please be aware that we cannot accept responsibility for any loss of income during repair periods.
International customers
For Customers Outside the UK
Contact the Reseller Directly
If you purchased your machine through one of our resellers, you will need to contact them directly for service or support.
The Same Repair Process Applies
If you purchased your machine directly from us, the same repair process described above will apply.
You will cover the cost of shipping the machine to us. We will cover the return shipping once the repair is complete.
Before contacting support
Information That Helps Us Assess the Issue
Having a few basic details ready can help us understand what has happened and decide on the most suitable next step.
- Machine details The model and serial number.
- Purchase information The purchase date or relevant invoice details.
- Description of the fault What happened, when it started and any error message shown.
- Supporting images or video Clear photographs or a short video may help with the initial assessment.
Need help with a machine?
Speak to Our Support Team
Explain what has happened and we will begin by trying to identify the issue with you over the telephone.