RETURNS POLICY

Please see below for details of:

  1. Cancellation Period
  2. Non-Faulty Goods
  3. Faulty Goods
  4. Warranty Information For Machines
  5. Items Damaged in Transit

 

  1. Cancellation Period (applies to orders places within 14 days) 

If you wish to change or cancel an order please contact our Customer Services Team on Tel 01923 220805 (charged at basic call rate) or e-mail info@jmposner.com, if you contact us prior to order dispatch we will refund the whole order including shipping, this will be refunded within 14 working days of the notification.

If the items have been dispatched you will need to pay for collection from JM Posner we can quote for this over the phone/e-mail at the time of notification or you can send back using your own courier service (all items should be sent to the address at the bottom of this webpage). Goods must be sent back within 14 days of the notification to cancel. We will need to collect the items or wait until the courier returns the rejected consignment before the refund can be processed, the refund will be processed within 14 working days of the items being returned to us. If upon arrival back too us the returned goods have diminished in value due to excessive handling buy the customer we reserve the right to deduct a value to cover the cost to us. Diminishment could include lack of original packaging, if the item as been used or damaged. All food consumable items must be unopened and seals intact due to food hygiene reasons. You have a legal duty to take reasonable care products in your possession, failure to do this could reduce your refund value.

We will not reimburse additional delivery costs requested by the customer for example Saturday delivery. We will only reimburse shipping cost of a pro rota basis, accounting for the size of the original order relative to the number of items being returned.

We are unable to accept returns on products(s) has/have been personalised, made to order or customised in any way. 

This returns policy does not affect your statutory rights. This policy is written inline with Distance Selling Regulations.    

  1. Non-Faulty Goods (Applies to orders placed over 14 days ago)

 

Items must return the item to JM Posner unused and in its original condition. Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. All food items must have seals and packaging intact for food safety reasons. You have a legal duty to take reasonable care products in your possession, failure to do this could reduce your refund value.

You will have to cover the postage costs of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post, goods remain your responsibility until they are signed for at JM Posner. 

Refunds will be processed within 14 working days of receipt back to our warehouse. We will not accept non faulty returns after 28 days.

Please contact a member of our Customer Services team on tel: 01923 220805 or email info@jmposner.co.uk and they will instruct you on how to return the items and issue you with Returns Authorisation Code. All Items should be delivered to the address at the bottom of this web page.

We are unable to offer non-faulty returns (reported over 14 days from delivery) in the following instances: 

  • The products(s) has/have been personalised, made to order or customised in any way. 
  • The packaging or any of the individual product components, has been damaged. 
  • The product(s) is/are perishable. 
  • The item has been sold short dated on sale.

Refunds may be offered at the discretion of the management. 

  1. Faulty Goods

If You have a food Safety concern please see our Food safety page: Food Safety at JM Posner | Home of Catering Supplies

If you have a faulty item please contact a member of our Customer Services team on Tel 01923 220805 (or email info@jmposner.com ) and they will instruct you on how to return the items to us and issue a Returns Authorisation Code. Failure to do this will delay your return being processed. You have 30 days to return a faulty item form delivery.

We may ask for photo or video evidence of the fault prior to collection to decide on the correct course of action. Once the items in delivered back to JM Posner we will inspect the item to verify the fault. If we confirm it is faulty we will offer a repair, replacement or refund (refunds will be processed within 14 working days) depending on the individual case at JM Posner’s discretions.

We will collect the goods from you at our cost or you can send back using your own courier service and JM Posner will reimburse the costs incurred*. JM Posner shall pay you a reasonable** postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier. 

* Please obtain a proof of postage costs so we can reimburse you the full amount. 

** Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £15. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £15 please contact us on Tel 01923 220805 for further advice. 

Any faulty machines items reported after 30 days of delivery will be covered by the machine warranty (see point 5).

  1. Warranty Information for Machines

JM Posner Branded Machines

We offer a 12-month warranty on JM Posner branded machines from the purchase date, JM Posner logs all machine serial numbers on dispatch and warranties belong to the original customer of the machine and cannot be transferred. This is a back to base warranty, your machine will have to be sent back to our warehouse in Nottinghamshire for repair, therefore we recommend keeping hold of the original box. All parts and labour are covered for the 12-month warranty provided the fault is a manufacturing fault. If the faulty is found to be miss use you will be liable for the parts and labour on the repair.

For the first 6 months we will also cover the shipping cost, however from 6-12 months of the warranty you will have to pay the collection and return shipping costs. 

If a product is returned and the cause of the defect is not a manufacturing fault you will be eligible for all charges. 

Please complete this form to arrange a repair: https://jmposner.com/Repairs-and-Service/ 

Once the form is completed we will contact you to arrange a collection date and confirm shipping costs.

Krampouz, Techfood, Moldart branded machines follow the same rules as JM Posner machines.

Pomati Branded Machines

Pomati offer a 6-month manufacture warranty, this covers parts only. JM Posner can repair the machine however we will have to charge shipping and labour costs.

  1. Items Damaged in Transit

Parcels or items damaged in transit must be reported within 3 days from receipt of delivery to info@jmposner.com please include photos of items, shipping label and packaging both internal and external. Please retain any damaged items and packaging until you have contacted us and we can ensure we have all the information we require. Once we have received notification of damage, along with the information required above we will discuss a resolution with you which may include replacement or refund.

 

This policy is offered in addition to your legal rights

Doc No: 3.9.4 Version 3 05/2024          Approved By Dawn Hoskin