When you’re buying catering equipment, the word “warranty” comes up a lot.
Sometimes it’s explained clearly. Sometimes it’s buried in small print. And sometimes it sounds reassuring but doesn’t really tell you what would actually happen if something went wrong during service.
We speak to café owners, chefs, start-ups and school kitchens across the UK every week, and one thing is consistent. Most buyers are not completely sure what protection they’re getting when they buy equipment, and we don’t want that for you.
That uncertainty can lead to frustration later on, especially when your expectations don’t match what you’re getting.
This blog explains as plainly as possible how catering equipment warranties and returns work in the UK, what the language really means in day-to-day terms, and what to check before you buy.
Why warranties cause so much confusion
Part of the problem is that we’re used to domestic appliances.
At home, a fridge or washing machine often comes with long, all-in cover, and if something fails, someone turns up and fixes it. Commercial catering equipment works very differently.
It’s built to work harder, used for longer hours, and repaired in a professional kitchen environment. Add in the difference between new, used and ex-demonstration equipment, and it’s easy to see why buyers get confused.
The wording is important because it affects who you call, who pays, and how quickly you can get back up and running.
Warranty vs returns policy: what’s the difference?
This is the most important distinction.
A warranty is ongoing cover for faults over a period of time.
A returns policy is a short-term safety net if an item is faulty when you receive it.
They are not the same thing.
Warranties apply to new equipment and are provided by the manufacturer. Returns policies are more common on used or ex-demonstration equipment, where long-term cover is not realistic.
Both exist to manage risk, but in different ways.
How warranties usually work on new catering equipment
When you buy new catering equipment, any warranty offered is almost always the manufacturer’s warranty, not the supplier’s.
In the UK, these typically last 12 to 36 months, depending on the brand and model. However, the level of cover can vary a lot.
Some important things buyers often overlook:
• The manufacturer sets the warranty terms
• The supplier does not control what is covered
• Installation by a qualified catering engineer is usually required
• Proof of installation may be needed if a claim is made
• Warranties have T&C’s that need to be followed, such as routine maintenance that needs to be carried out
For example, if a new dishwasher develops a fault but wasn’t installed by a qualified engineer, the manufacturer may refuse the claim altogether.
Warranty details should always be stated on the advert or product listing. If they’re not clear, it’s worth asking before you buy.
Parts-only vs parts-and-labour warranties
A parts-only warranty means the manufacturer will supply replacement parts if something fails under warranty. It does not include labour, call-out fees, or travel costs. You are responsible for sourcing and paying for your own catering engineer.
For example, if you buy a new commercial fridge and, six months later, it stops cooling, a parts-only warranty may cover the replacement fan motor. You would still need to call an engineer, pay for their time, and arrange the repair yourself.
Many parts-only warranties are also return-to-base, meaning the faulty part or unit must be sent back to the manufacturer for diagnosis at the buyer’s cost.
A parts-and-labour warranty includes both the replacement part and the cost of fitting it by an authorised engineer.
This usually means:
• You contact your supplier to open the warranty claim, who in turn open the warranty claim on your behalf
• They arrange for an approved engineer to attend
• The fault is repaired at no cost to you, but the warranty date continues from the purchase date. It does not reset or extend the original warranty period.
• A warranty repair won’t be instant (the time this takes varies by supplier and engineers' availability; most repairs will also require two engineer's visits- one to diagnose and one to return with the part to fit) and nor will a replacement unit be provided temporarily
For example, if you bought a fridge with a parts-and-labour warranty and the fan motor failed, you would contact the supplier and they would arrange an engineer to fix it without you paying for parts or labour.
These warranties are common and usually found on new equipment, but they offer more peace of mind.
Buying used or ex-demonstration catering equipment
Used catering equipment is popular because it can save a significant amount of money, especially for start-ups and independent businesses. Across the UK industry, it’s also normal for used equipment not to come with a warranty.
Instead, most suppliers offer a returns policy for faults within a short period after delivery or collection.
For example, at NCE used equipment is sold with a 14-day returns policy for faults, starting from the date of delivery or collection. If an item is found to be faulty within that period, it can be returned for a refund, provided it is returned at the buyer’s cost and in the same condition as sold.
Ex-demonstration equipment is treated slightly differently. While it also does not come with a warranty, the returns period is often extended. At NCE, ex-demonstration items come with a 30-day returns policy for faults, where this applies and where stated on the advert.
When buying used or ex-demonstration equipment, there are a few practical things to bear in mind. Installation by a qualified catering engineer is still required, and proof of installation may be requested. The returns window is limited, so equipment should be checked and tested promptly. After the returns period ends, no ongoing warranty or return policy applies.
This is about being clear on what protection exists and acting within that window.
Common warranty misunderstandings: myth or fact?
Myth: All catering equipment comes with a warranty
Fact: Warranties apply to new equipment only
Myth: Parts-only means everything is covered
Fact: Parts-only covers parts, not labour or call-outs
Myth: A returns policy is the same as a warranty
Fact: A returns policy is short-term and time-limited
Myth: The seller always fixes faults
Fact: Warranties are the manufacturer’s responsibility
Myth: A longer warranty always means better equipment
Fact: How equipment is used and maintained matters just as much
Checks to make before you buy catering equipment
Before placing an order, it’s worth taking a moment to check the following:
✔ Is the equipment new, used or ex-demonstration?
✔ Is there a manufacturer warranty, and how long does it last?
✔ Is the warranty parts-only or parts and labour?
✔ Is it return-to-base?
✔ Who arranges and pays for engineers if something goes wrong?
✔ What installation requirements apply?
✔ What proof might be needed later?
✔ If buying used or ex-demo, what is the returns period and what conditions apply?
These checks take minutes but can save a lot of stress later.
Frequently Asked Questions About Catering Equipment Warranties
These are questions we’re asked regularly by café owners, chefs and start-ups when they’re comparing equipment.
Does used catering equipment come with a warranty?
In most cases across the UK industry, used catering equipment does not come with a manufacturer warranty. Instead, it is usually sold with a short returns policy for faults identified within a set time period after delivery or collection. It’s always worth checking the listing carefully to see exactly what protection applies.
What does a parts-only warranty mean in real terms?
A parts-only warranty means the manufacturer will supply replacement parts if a component fails under warranty. It does not include labour, call-out charges or engineer fees. The buyer is responsible for arranging and paying for their own catering engineer to diagnose and fit the replacement part.
What is a parts and labour warranty?
A parts and labour warranty covers both the replacement part and the cost of fitting it by an authorised engineer. In most cases, this means contacting the manufacturer or supplier to open a warranty claim, after which an approved engineer is arranged to attend and carry out the repair without additional cost for parts or labour. Bear in mind this is not instant and does depend on the manufacturer’s policies.
What does return-to-base warranty mean?
A return-to-base warranty means the faulty unit or component must be sent back to the manufacturer for diagnosis or repair. Transport costs are usually the responsibility of the buyer. This type of warranty is common with certain commercial catering equipment, particularly on value or entry-level models.
Can a warranty be refused?
Yes. Manufacturer warranties usually have conditions. Common requirements include installation by a qualified catering engineer, correct electrical supply, and routine maintenance. If these conditions are not met, a claim may be declined.
What this means for your kitchen
Warranties and returns are not about finding perfect protection. They are about understanding risk and choosing the right balance of cost and cover for your situation.
For some kitchens, a manufacturer warranty on new equipment offers reassurance. For others, used equipment with a clear returns policy makes more sense financially.
Problems usually arise when assumptions are made, not when informed decisions are taken.
If you are ever unsure about what a warranty or returns policy actually covers, ask before you buy. A good supplier will explain it plainly, even if the answer isn’t always what you were hoping for.
We’ve also put together a free warranty and returns guide that you can use before buying your catering equipment. Take a look at it here WARRANTY GUIDE.
If you need help understanding the details on a specific listing, feel free to get in touch.
Best wishes,
Norman and Richard