12 months return to base warranty
All items sold by Excel Supplies are sold with a comprehensive, 12 months Return To Base Warranty (RTBW). The start date of the RTBW is the date that you sign for the item from our courier. If a fault occurs with the machine within this time, then you will need to contact our support department.
We will help to try and diagnose the problem over the phone, if this cannot be done then you will need to send the unit back to us at the above address via any recorded method.
Please note that we are a mail order company and only have limited facilities to bring back/collect items. The customer is responsible for all carriage charges on this warranty and any damages in transit incurred by the machine. If required the company can arrange for the faulty machine to be collected but the collection costs must be paid for in advance of collection. If the problem turns out not to be related to a machine failure (i.e. an operator misuse issue or operator damage) then the cost of repair is payable before the machine will be returned.
Occasionally we get things wrong but we are committed to putting them right when we do. If for any reason you wish to complain you can speak to anyone in our customer services department who will endeavour to solve the matter to your satisfaction. You can email us with any comments or complaints you have.