This document sets out the basis on which any warranty claims relating to appliances sold by Buttress Group Limited t/a Maidaid (company number 03589264) (“Maidaid”, “we”, “us”) shall be managed by Maidaid and the exclusions and limitations which apply to such appliance warranties. This document shall form part of the contract between Maidaid and you in connection with the sale of such appliances.
1.1 Maidaid sells appliances with various warranty options. The following procedure applies to appliances sold under a parts and labour warranty (“Full Warranty”) of 12, 24 or 36 months, model dependant. Where an appliance is not sold with a Full Warranty, the terms of the warranty that does apply will be communicated when you place your order.
1.2 Unless otherwise stated by us when the order is placed, the warranty will be held by the distributor so if you are an end user customer you are required to contact them with any issues in the first instance.
2.1 When placing an order for appliances via e-mail at sales@maidaid-halcyon.co.uk for which a Full Warranty is to be included, details of where and when the appliance will be installed must be provided in order for the Full Warranty conditions to be applicable.
2.2 The warranty will commence on the appliance installation date as long as receipt of a completed commissioning sheet is received by Maidaid within seven days of installation. The completed commissioning sheet can be sent via post to: The Engine Shed, Top Station Road, Brackley, Northamptonshire, NN13, 7UG; or e-mail to service@maidaid-halcyon.co.uk. If Maidaid does not receive a completed commissioning sheet within seven days of installation, the warranty period will instead begin from the delivery date of the equipment.
2.3 If an appliance is ordered for immediate delivery but installation is to take place at a later date (which shall be no later than two months after delivery), the installation site and date must be notified to Maidaid on the commissioning sheet to allow the recorded warranty date to be activated. If Maidaid are not notified of the installation site and date on the commissioning sheet, then the warranty period will begin from the delivery date of the appliance.
2.4 Appliances ordered for showroom display should be clearly indicated as such on the purchase order. The warranty for such items will commence no later than six months after delivery and is dependent on Maidaid being notified of the installation site and date on a completed commissioning sheet. If Maidaid is not notified, the warranty will begin from the delivery date of the appliance.
3.1 All warranties of Maidaid under the contract shall apply provided that the appliance has been installed and operated in accordance with the instructions of the manufacturer.
3.2 The warranty covers all repairs required resulting from breakdown within the warranty period but excluding any fair wear and tear and those reasons set out in section 5 below.
3.3 Any such repairs will either be carried out by either the distributor’s own engineers (if authorised by Maidaid Technical) or the manufacturer’s representative.
4.1 The warranty will not apply if any appliance failure, defects or damage is a result of:
4.1.1 the appliance being used for purposes other than for which it was designed;
4.1.2 normal/fair wear and tear of components;
4.1.3 any loss, defects or damage to the appliance or components caused by customer neglect or abuse;
4.1.4 failure or damage caused by any work undertaken by any individual or company not approved by Maidaid ;
4.1.5 any loss, defects or damages of components caused by non-OEM Maidaid replacement parts;
4.1.6 vermin or insect infestation;
4.1.7 incorrect installation of the appliance;
4.1.8 mis-operation of the appliance or failure to use the appliance in accordance with any instructions supplied with the appliance;
4.1.9 relocation of the appliance;
4.1.10 failure to use reasonable care and skill when handling the appliance or components ,
4.1.11 insufficient cleaning of the appliance or components;
4.1.12 incorrect programming of the appliance;
4.1.13 limescale build-up in the appliance or components;
4.1.14 adjustments made to the appliance as detailed in (but not limited to) section 5.5,
4.1.15 use of excluded components; and
4.1.16 any of the circumstances outlined in section 5 below.
4.2 The warranty cover will only be valid if clear access for servicing is available.
4.3 The warranty does not cover any costs arising from an engineer’s visit where it is identified that the appliance has failed due to one of the circumstances outlined in clause 4.1, and such site visits may be charged for in full. The charges for any parts will be subject to our list prices and labour will be charged at the current labour rate. These rates can be obtained by contacting service@maidaid-halcyon.co.uk
5 The following are examples of some (but not all) of the exclusions that apply to the warranty:
5.1 Any issues resulting from an installation not carried out by a Maidaid approved service agent. These include:
5.1.1 poor drainage arrangement
5.1.2 incorrect electrical connections;
5.1.3 failure of site connected services;
5.1.4 incorrect water supply pressure or poor water quality;
5.1.5 incorrect commissioning of the appliance resulting in poor performance;
5.1.6 incorrect chemical dosage settings;
5.1.7 incorrect temperature settings; or
5.1.8 incorrect water hardness settings on internal water softener machines.
5.2 Removal of blockages or the replacement of parts damaged due to blockages. This includes:
5.2.1 broken glass;
5.2.2 cutlery;
5.2.3 food residue;
5.2.4 any other product debris;
5.2.5 removal of mould or bacteriological build up due to the machine not being adequately cleaned daily as per the instructions supplied.
5.3 Removal of hard water scale or replacement of parts damaged due to lime scale.
5.3.1 The customer acknowledges that Maidaid shall not be responsible for any damage caused to the appliance as a consequence of limescale build-up due to the quality of water supply, utility or ancillary appliance failures.
5.4 Results issues where it is deemed inferior dosing chemicals are being used.
5.4.1 The swapping of chemical brands or changing of chemicals with different concentrations will result in dosing adjustments being required by an approved service agent.
5.4.2 Defects, resulting from the use of improper cleaning materials including, but not limited to, metal scouring pads, abrasive liquids and powders, unsuitable detergents, unapproved chemicals with high concentrations of chlorine, etc.
5.5 Adjustments to equipment due to environmental issues and seasonal ambient condition changes.
5.5.1 For example, icemakers located in non-temperature regulated locations may require an adjustment to the bin thermostat when ambient conditions change. i.e. seasonal anomalies, located in a cellar, or an enclosed room.
5.5.2 Deterioration of the appliance arising under inappropriate exposure to extreme conditions such as outside weather, heat, cold or wet conditions.
5.5.3 Should any of the failures be caused by vermin or insect infestation then the warranty will cease from point of identification of such infestation.
5.6 Excluded components
5.6.1 The following components and associated servicing activity are not covered by the warranty unless otherwise stated:
- Adjustments to components that are required as a result of any environmental changes. This includes (but is not limited to): icemakers located in non-temperature regulated locations may require an adjustment to the bin thermostat when ambient conditions change. i.e. seasonal anomalies, located in a cellar, or an enclosed room.
- Any hose external to the appliance, such as a drain hose or water supply hose or chemical dosing hoses;
- Electrical supply cables, scrap trays, wash arms, drain plugs, and all other parts that are to be removed by the user for cleaning if it is deemed damaged and a result of misuse and abuse by a Maidaid approved technician.
- Peristaltic pump tubes: these will only be covered if the dosing has been set up correctly by an approved service agent and approved chemicals are used, however, the warranty on these tubes will expire six months from the purchase date of the appliance.
5.7 Ancillary items and replacement parts
5.7.1 Ancillary items such as, but not limited to, condensate pumps, water softeners, filter kits, stands, spare parts etc are subject to a three month warranty from their date of delivery (unless otherwise stated by the manufacturer).
5.7.2 All labour associated with the repair or replacement of these ancillary items will be chargeable at the current Maidaid labour rates. These rates can be obtained by contacting service@maidaid-halcyon.co.uk.
5.7.3 All appliance replacement parts fitted under warranty will be covered for a period of six months from date of installation.
6 Beyond Economical Repair
6.1 Should an appliance be deemed as beyond economical repair within the warranty period by an approved Maidaid service agent, then Maidaid reserves the right to replace the appliance with either:
- an identical appliance of the same model number; or
- an equivalent appliance should the appliance be superseded or unavailable.
6.2 The cost of installation will be covered by the end user, however the standard delivery of the appliance will be incurred by Maidaid .
6.3 The warranty of the replacement appliance will continue as per the warranty terms of the original appliance sale agreement, or 12 months whichever is the greater.