Warranty Statement

Vicol Supplies are authorized distributors for the brands whose products we promote.

Further Vicol Supplies has its own in-house service department with trained engineers, so that unlike many on-line retailers are able to provide you our Customer with a complete aftersales service.

All products supplied by The Company, Vicol Supplies, are supplied and provided on the condition that we cannot be held responsible in the event they are used for any other purpose than that specified by the manufacturer.  All machines are supplied with operating instructions, copies of which are available from the manufactueres websites. Failure to follow the manufacturer’s instructions will invalidate the warranty, for example using a vacuum cleaner to vacuum a wet floor.

• “1 years warranty supported by Vicol Supplies” means that the product is supplied with a 12 months manufacturers warranty and any warranty claim within 12 months from the date of purchase is addressed directly to Vicol and would be undertaken by Vicol Supplies,
• “5 years manufacturers warranty” means that the product is supplied with a 60 months manufacturers warranty and any warranty claim within 60 months from the date of purchase is addressed directly to the manufacturer.

Where the warranty is supported directly by the manufacturer to make a warranty claim you need to follow the guidelines supplied with the product from the manufacturer.

Warranty supported by Vicol Supplies

In the event of any issue relating to the product please report the problem to our office at the earliest opportunity, either in writing, to office@vicol.co.uk or by phone on 01462 483821, giving as much detail as possible; Your Name, Address for collection, Model and Serial Number, Date of Purchase and/or Invoice Reference and as full a description of the issue or fault as possible.

Upon receipt of a warranty claim, we shall endeavour to resolve the issue as effectively as possible on the following basis;

Depending on the machine(s), the nature of the issue advised and the location of the machine(s), Vicol will either arrange for collection of the product from the original delivery address or will arrange an engineer to attend site.

If a product is being collected from a different address, then a collection charge may be applied, £20 minimum for UK mainland, other locations will incur a higher collection charge. The product must be packaged in its original packaging if possible. Where original packaging is not available the product should be packaged securely and appropriately to enable safe transit. Vicol and its agents cannot accept any responsibility for damage caused during collection where the product has not been packaged in its original packaging. The product will be collected by our agents and returned to our service department for assessment.

A charge of £45 excl-vat shall be charged for carrying out the assessment of the machine(s) as detailed. An assessment report and estimate for repair shall be provided to the client within 5 working days. The report shall clearly advise whether the fault is covered by any warranty applying.

It is important to note that faults due to wear and tear, failure to use the machine(s) in accordance with manufacturers operating instructions or operator neglect & misuse are not covered by the terms of any warranty. In addition consumable items - such as filters and bags in vacuum cleaner, filters and squeegee blades in scrubber dryers and cables are not covered by warranty. For a full list of items not covered by manufacturers warranty please refer to the manufacturers website.

If the repair works are covered by warranty and client instructs the repair works to be carried out, the £45 assessment charge will not be charged and the only charge shall be for consumables as advised in the report.

Where the assessment advises that the fault(s) are not covered by warranty the reason(s) shall be detailed and where possible pictures of the fault(s) and/or reasons provided with the report. If the repair works are not covered by warranty and client instructs the repair  to be carried out, the £45 assessment charge will not be charged and the charges shall be as advised in the estimate report. If the client instructs the repair works not to be carried out, irrespective of whether the fault(s) were warrantable, the £45 assessment charge will be charged. All service and repair charges are to be paid at the time of collection by the client, or prior to delivery back to the client.

In the event of non-payment of any service & repair charges, the customers goods shall be retained by Vicol until the charges are settled. If any service & repair invoice, advised to the client, remains unpaid for 30 days from the date of invoice, then Vicol reserves the right to sell the repaired machine(s) to clear the debt. In the event there is any balance remaining, Vicol reserves the right to charge interest on any outstanding balance from the date of invoice at a rate of 2% above base rate per week from the date of invoice.

The attending engineer could be either a Vicol Engineer or a service engineer from the original manufacturer or from a third party servicing organisation. The engineer will attend with the objective of trying to resolve the issue at the time of attending. A call-out charge of £45 excl-vat shall be charged. The engineer shall assess the fault(s). Where the issues are covered by the warranty the replacement parts shall be supplied and fitted free of charge, excluding consumables. Where the issues are not covered by warranty, where the engineer has idenitifed that the repair is minor then the repair shall be completed and charged post completion. Where the repair is likely to be of significant cost, we shall advise you of the cost estimate to repair and will seek your approval prior to completion.

All repairs will be completed as quickly as possible subject to the availability of parts and we shall where possible keep you advised.

Problems not covered by the warranty

Vicol Supplies, where possible, will confirm the costs of repair, including parts and service labour and all associated shipping costs, both from and to you. Servicing is charged at £45 excl-vat for the first hour and £39 excl-vat for every hour thereafter. Service hours are charged in quarters. Payment for all such repairs is required prior to commencement of repairs. Upon receipt of payment the repairs shall be completed as quickly as possible.

In the event of non-payment for repairs to be completed, the clients unit will be retained by Vicol Supplies. After 30 days from date of the repair invoice being raised and advised to the client, if payment is still outstanding, the machine(s) will be deemed to be the property of Vicol Supplies, and will be scrapped and its salvage value used to settle any costs for collection of the unit from the client and the service labour to undertake the investigation.

In the event of potential or actual dispute, Vicol Supplies reserves the right to have the machine(s) investigated independently by the original manufacturer whose findings shall be final with any costs for same being borne by the client.