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Warranty policy

Warranty Terms and Conditions

These warranty terms and conditions govern the procedure and conditions for the warranty provided by UAB AUDORES Baltic (hereinafter – the Seller) for restaurant equipment sold by the Seller. The warranty is provided in order to ensure reliable and trouble-free operation of the equipment for the customer, while complying with the operating rules laid down by the manufacturer and the Seller.

1. General provisions

1.1. The warranty applies only to new equipment purchased directly from AUDORES.

1.2. These warranty terms and conditions form an integral part of the sale and purchase agreement.

1.3. By purchasing the product, the Buyer confirms that they have read these warranty terms and conditions and agree to comply with them.

1.4. The warranty applies only to equipment parts and does not cover any on-site labour services.

2. Warranty Period and Scope

2.1. The Seller provides a 12-month manufacturer's warranty, which starts to run from the date of purchase or the date of handover for use as indicated on the VAT invoice or the goods delivery and acceptance certificate.

2.2. The warranty covers 12 months warranty – parts only – only the defective part is replaced free of charge.

2.3. The warranty does not cover labour costs, service technicians' call-out charges, diagnostics, dismantling, installation, transportation or any other related costs.

2.4. The warranty does not apply to consumable and fast-wearing parts: filters, bulbs, gaskets, seals, glass components, plastic components, water filtration systems, cleaning agents, and sensors with a limited service life.

3. AUDORES Obligations to the Customer

3.1. The Seller will always take all reasonably possible measures to represent the customer in the manufacturer's warranty processes and to ensure a prompt resolution of the problem.

3.2. AUDORES aims to provide the customer with service of the highest standard, act transparently and clearly, and help to minimise equipment downtime.

3.3. The Seller provides free consultations in writing (by e-mail), by telephone or via video – according to the customer's needs and possibilities.

3.4. The purpose of these consultations is to help the customer identify the fault more efficiently, correctly interpret the manufacturer's instructions and avoid incorrect actions.

3.5. AUDORES cooperates with manufacturers in resolving complex cases and provides the customer with the manufacturer's recommendations, additional information and technical documentation.

4. Fault Reporting Procedure

4.1. A fault is reported by completing the online “Report a Fault” form on the AUDORES website.

4.2. To ensure a prompt resolution, the customer must provide the following information in the form:

  • equipment model and serial number;
  • proof of purchase (invoice);
  • detailed description of the fault;
  • photos or video footage;
  • contact details.

4.3. The information provided by the customer is necessary for the initial diagnostics. If the required data are not provided, the response time may be extended.

4.4. During working hours, the response time to a registered fault is 2–4 hours.

4.5. If a fault is registered outside working hours, at weekends or on public holidays, it is processed on the next working day.

4.6. After registration, the customer receives an e-mail confirmation that the request has been received.

5. Warranty Process

5.1. When carrying out the initial diagnostics, the customer must follow the instructions and guidance provided by the Seller.

5.2. The Seller assesses the information provided by the customer and decides what further actions are required.

5.3. If necessary, the customer, at their own expense, sends the suspected defective part to AUDORES for warranty inspection.

5.4. The Seller evaluates the technical condition of the part:

  • if the part is found to be defective, a new part is sent to the customer free of charge;
  • if the fault has occurred for reasons other than a manufacturing defect, the warranty does not apply and the cost of returning the part is borne by the customer.

5.5. Delivery of the new part to the customer is carried out in the normal manner, and the delivery times depend on the manufacturer's stock availability and logistics.

5.6. The warranty does not apply if the customer refuses to provide the part for inspection.

6. Warranty Exclusions

The warranty does not apply if the fault has arisen as a result of:

Improper use

  • the equipment being operated contrary to the manufacturer's instructions;
  • the equipment being used for purposes other than those intended;
  • the equipment being overloaded or subjected to unauthorised loads.

External factors

  • mains voltage fluctuations or an incorrect grounding/earthing system;
  • poor water quality, limescale deposits or pressure not meeting the required specifications;
  • insufficient ventilation or failure to clean heat removal components (e.g. condensers);
  • excessive dust, moisture, corrosion or significant temperature fluctuations;
  • techanical damage or impact.

Inadequate maintenance

  • the equipment not being cleaned and maintained regularly or not undergoing preventive servicing;
  • failure to carry out the periodic actions prescribed by the manufacturer (e.g. filter replacement).

Unauthorised interference

  • the device being dismantled, repaired or modified by unauthorised persons;
  • the use of non-original or non-approved parts.

Damage to identification markings

  • the serial number being damaged, removed or illegible.

7. Customer Obligations

7.1. To ensure that employees are familiar with the equipment operating instructions.

7.2. To ensure suitable power, water supply and environmental conditions.

7.3. To carry out regular maintenance and cleaning of the equipment in accordance with the manufacturer's recommendations.

7.4. To register a fault without delay and provide all required information.

7.5. To provide the defective part for warranty inspection.

7.6. To ensure that the equipment is not dismantled without the Seller's knowledge.

8. Seller's Obligations

8.1. To respond to customer enquiries in a timely manner.

8.2. To provide professional advice and technical information.

8.3. To objectively assess the condition of the part and provide conclusions.

8.4. In the event of a manufacturing defect, to provide a new part free of charge.

8.5. To cooperate with the manufacturer where additional assessment is required.

9. Limitations of the Warranty

9.1. The warranty does not cover labour, transport or other services.

9.2. The warranty does not cover any periods of equipment downtime, loss of revenue or business losses.

9.3. The warranty does not entitle the customer to request replacement of the entire piece of equipment with new equipment or a refund, unless such a requirement arises under applicable law.

10. Other provisions

10.1. The warranty applies only to the original purchaser of the product (legal entity or natural person).

10.2. Replacement of a part extends the warranty only for that specific part (where such practice is applied by the manufacturer) and does not extend the overall warranty period for the equipment.

10.3. All disputes are to be resolved by negotiation, and failing that, in accordance with the procedure laid down by applicable law.

10.4. These warranty terms and conditions may be updated, with the customer being informed thereof.