Warranty Claims Procedure

Returns Authorisation

To allow smooth handling of warranty claims, all returns must firstly be approved by Spreadwise Ltd. This is easily done by contacting our Parts Department by telephone or email, please remember to supply as much information as possible why you would like to return the product.

Telephone:            01270 623566 for Head Office
Email:                    parts@spreadwise.com

 

When you contact us we will ask for the following minimum level of information about the product:-

  • Manufacturer’s product code
  • Machine, Type & Serial number
  • Your original order reference & invoice number
  • Date damage occurred on
  • Damage report / Fault description


In case of a warranty within the period of guarantee please fill in our warranty claim form and send it together with documentation (photos, description) within one month after the problem has occurred.  Please solely use the warranty claim form issued by Spreadwise.


We will then trace the product on our order processing system and issue an RN authorisation. The RN will be emailed to you confirming the details and stating the agreed actions. A copy of the RN should accompany the product when you return it, along with the completed warranty claim form.

Please appreciate that we cannot handle any return without the RN authorisation and warranty claim form.

 

We can handle warranty claims in two ways; you can choose which one you prefer (if applicable).

A) We can accept return of the product and test it to confirm the fault, and assess the reason.

Under (A); we will inspect or test the product to confirm the fault and make an initial assessment of the reason for failure; we will then discuss our findings with you to determine the next step. If the warranty claim looks reasonable to us, and depending on the manufacturer or product, we will then arrange the fastest resolution to the claim and keep you fully informed of progress through any additional third party processes.

 

When a warranty claim is accepted by all parties involved we will: 
Under (A) send you the repaired or replacement product free of charge

 

 

 B) On some products we can offer ‘asset exchange’ where we send out a replacement as soon as possible and deal with the test of the original unit when it is returned to us.

Under (B); we will ask you for a new order number to cover the supply of an urgent replacement product whilst the warranty claim is handled in a similar way as (A) above. (Please understand that this step is simply to protect our business in case the warranty claim is not subsequently upheld).

Upon return of the original product, we will inspect or test it to confirm the fault and make an initial assessment of the reason for failure; we will then discuss our findings with you to determine the next step.

If the warranty claim looks reasonable to us, and depending on the manufacturer or product, we will then arrange the fastest resolution to the claim and keep you fully informed of progress through any additional third party processes.

When a warranty claim is accepted by all parties involved we will: 
Under (B) issue a credit note to cover the full cost of the product on the original invoice number.

 

When a warranty claim is rejected we will detail the reasons for rejection and discuss them with you, in this case no replacement products will be sent, and no credit note will be issued against any invoice previously raised. 

Disclaimer:  Any electrical equipment must be installed by a competent person to the relevant requirements for electrical installations BS 7674 incorporating amendment No 3: 2015.



Credit Returns Procedure


Returns Authorisation

To allow smooth handling of credit returns, all returns must firstly be approved by Spreadwise Ltd. This is easily done by contacting our Parts Department by telephone or email, please remember to supply as much information as possible why you would like to return the product:

Telephone:            01270 623566 for Head Office
Email:                    parts@spreadwise.com 

 

When you contact us we will ask for the following minimum level of information about the product:-

  • Manufacturer’s product code
  • Machine, Type & Serial number
  • Your original order reference & invoice number
  • Reason for credit return request

We cannot accept credit returns under all circumstances; however if it is initially agreed we will then trace the product on our order process system and issue an RN authorisation. The RN will be emailed to you confirming the details, and stating the agreed actions. A copy of the RN should accompany the product when you return it, along with the completed warranty claim form.

Please appreciate that we cannot handle any return without the RN authorisation and credit return form.

If the credit return request is for equipment incorrectly ordered or no longer required then we will consider acceptance under the conditions below and may apply a re-stocking handling charge, depending on the circumstances.

  • All return goods must be in working order and undamaged.
  • All must be returned with their original packaging and manuals as supplied.
  • The standard re-stocking charge is 15% of the product value however this can increase if, for example, the condition of the packaging is not as new.
  • Please understand that any product returned in a condition other than when originally shipped will have a reduced resale value to us, and our re-stocking charge needs to reflect this.
  • Similarly, if the goods were specifically sourced for the original order, or are non-stock items this will also be likely to increase the re-stocking charge.

All goods returned should be accompanied by a copy of the RN note and sent to:-
Parts Department
Spreadwise Limited
Dairy House Farm
Worleston
Nantwich
CW5 6DN

 

Upon receipt of a return we will test the product and inspect the packaging to make an assessment of its resale value; we will then discuss our findings with you to determine the next step.

After agreement we will re-stock the product with any handling charge applicable, or return the product to you.

If applicable we will then raise a credit note to cover the full cost of the part on the original invoice number less any 
re-stocking/handling charge.

 

If the products covered by any RN note have not been returned within 30 days of its issue then the RN will be deleted