Purchasing commercial food equipment is a significant investment, whether you're opening a new business or replacing ageing machinery. Many buyers naturally focus on specifications, price, and production capacity, but the warranty is another important consideration that can affect the long-term cost of ownership.
Warranties are often misunderstood. Some business owners assume every repair will be covered, while others mistakenly believe that having a warranty removes the need for regular servicing. In reality, warranties have specific terms and conditions, and understanding them can help avoid unexpected repair costs and unnecessary disputes.
What Is a Warranty?
A warranty is the manufacturer's or supplier's promise to repair or replace faults caused by defects in materials or manufacture within a specified period. This period is usually one to two years. The warranty period is the length of time during which the manufacturer or supplier agrees to rectify faults that result from defects in materials or manufacturing. It does not mean the machine is immune to normal wear, accidental damage or misuse. If an issue falls within the warranty period, it is usually due to a manufacturing defect.
Warranties are not insurance. They are a guarantee that the machine will work within the warranty period, and if not, the machine will be repaired or replaced at no extra cost.
There are three main types of warranties:
- Manufacturer warranties. This is from the company that built the machine, and will still be included if a genuine machine is purchased from a supplier or distributor.
- Supplier warranties. This is made by the seller or vendor. It will run alongside the manufacturer warranty (if applicable), and you can choose which one to use if needed.
- Refurbished equipment warranties. This will usually be from the seller/refurbisher, but occasionally from the manufacturer.
Although all warranties are there to do the same thing, coverage is not universal across them. Even within manufacturer warranties, what they will cover will differ.
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What Does a Warranty Typically Cover?
Although coverage will differ slightly, warranties usually cover manufacturing defects rather than problems caused by use.
Manufacturing defects are issues caused during manufacturing, where the machine was not crafted correctly. This can cause motor failures. The machine may have been constructed with faulty components that will break quickly or lead to electrical faults. When replacing a faulty component, a genuine manufacturer part will be used.
Some warranties include labour, whereas others will only supply the required replacement parts. Included labour means that the cost of repair work (the time and service of a technician/engineer) is fully covered.
What Isn't Usually Covered In A Warranty?
The purpose of a warranty is to ensure that customers are not purchasing a faulty machine and then forced to replace it. Therefore, a warranty will only cover issues arising from manufacturer defects.
Wear and Tear
Wear and tear of a machine should be expected throughout use. Components such as blades, belts, bearings, and seals naturally wear during normal operation and require periodic replacement as part of routine maintenance. As this is not the fault of the manufacturer, it is not included in the warranty.
Any cosmetic damage, such as scratches or paint damage, does not affect the machine's operation and is simply wear and tear from the machine's environment.
Misuse
If a machine breaks down within the warranty period, you must prove that it has been used and maintained to manufacturer guidelines. Misusing the machine outside of its intended purpose may cause more damage, which is not the fault of the manufacturer. This will also include overloading the machine, using incorrect/damaging cleaning products, or failing to follow the operating instructions.
Accidental damage
Accidental damage can have a detrimental effect on a machine. This could include dropping equipment, water damage, or installing it incorrectly. However, this is completely at the operator's fault, although accidental.
What Can Void a Warranty?
Warranties can become invalid if the warranty provider deems it to be not sufficiently looked after. You must evidence that your machine has been looked after to the guidelines of the warranty holder.
Poor Maintenance
If you cannot prove that you have properly maintained your machine through scheduled servicing and cleaning logs, your warranty may be voided. Keeping physical or digital records of these will be a huge help if anything goes wrong with your machine, even if it is unrelated to the maintenance work. If there is a lack of maintenance records, you cannot prove that you have done everything you can to ensure the smooth operation of your equipment.
Unauthorised Repairs
However, if you receive unauthorised repairs as part of your maintenance, this may also void your warranty. Using non-approved, non-genuine replacement parts does not align with the manufacturer's specifications. It also does not prove that the faults are due to manufacturing. Many manufacturers specify genuine replacement parts because they have been tested for compatibility.
Some warranty providers require authorised engineers. Seeking repairs through third-party technicians is not reliable and does not prove that the work carried out was suited to manufacturer specifications.
If there have been any modifications to the machine, it is not being used to manufacturer ideals, and any failures are not their fault.
Incorrect Installation
Many manufacturers will require installation by authorised and competent personnel. If a machine has been incorrectly installed, there is no fault with the manufacturer.
Failure to Follow Operating Instructions
Manufacturer operating instructions outline how a machine should be operated to ensure it works correctly and does not suffer unnecessary damage. Using equipment outside its intended operating conditions can place excessive strain on components and increase the likelihood of premature failure. As this damage is caused by misuse rather than a manufacturing defect, it is unlikely to be covered under warranty.
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Things To Consider Before Buying
Before buying any equipment, check the warranty first. You may want to ask the supplier:
- How long is the warranty?
- What is excluded?
- Does it include labour?
- Does it include replacement parts?
- Are travel charges included?
- Are servicing requirements specified?
- Can any engineer carry out repairs?
- Are genuine parts required?
- How quickly are warranty repairs completed?
- Can the warranty be extended?
What Is An Extended Warranty?
An extended warranty is a way of getting extra protection in addition to the manufacturer's warranty. This additional plan can cover the cost of repairs or replacements beyond the standard warranty period. This is best suited for high-value equipment that may require expensive repairs, or businesses with a high workload. If your machines are being used heavily and daily, an extended warranty could be the best financial investment.
These warranties bring additional advantages such as:
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Longer protection: Extends coverage well past the standard manufacturer warranty period.
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Budget certainty: Protects against sudden, expensive repair costs with predictable baseline expenses.
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Peace of mind: Allows operators to focus on daily operations knowing major breakdowns are fully covered.
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Potential labour cover: While standard manufacturer warranties frequently cover only the cost of replacement parts, labour cover absorbs the often hefty fees for certified technicians to diagnose, repair, and re-test your equipment—eliminating expensive out-of-pocket service charges.
However, extended warranties are much more expensive to compensate for this extra coverage. While they do feature more coverage, exclusions will still apply.
Making a Warranty Claim
If you need to make a warranty claim, it is a relatively simple process:
- Record the fault and take photographs.
- Stop using the equipment if unsafe.
- Check the warranty terms.
- Contact the warranty provider promptly.
- Provide the model and serial number.
- Supply proof of purchase.
- Keep maintenance records available if requested.
- Follow the manufacturer's instructions regarding inspection or repair.
Do not dismantle the equipment before speaking to the supplier, as doing so may affect the warranty.
Warranties at SMS Food
At SMS Food, we carry reliable brands, most of which feature a 12-month manufacturer's warranty, unless stated otherwise in the product description. This warranty covers parts and labour for manufacturing faults under normal use.
Our warranties are "back-to-base", meaning the machine may need to be returned to us or the manufacturer for inspection and repair. In some cases, depending on the machine type and location, we may be able to arrange an engineer visit; however, this is assessed on a case-by-case basis.
If you would like more information about the warranties that we carry, please contact a member of our team.
A warranty is an important safeguard, but it should not be viewed as a substitute for routine maintenance. Understanding what is and isn't covered, following the manufacturer's instructions and keeping accurate servicing records can help businesses avoid unnecessary costs and maximise the value of their equipment investment.
With the right combination of warranty protection and preventative maintenance, commercial food equipment is more likely to operate reliably, efficiently and safely throughout its working life.