Repairs and Servicing
Thank you for choosing OJ Fresh to assist you in repairing or servicing your juicer. We are the master distributor of Zumex models into the UK and our team have a wealth of experience and are on hand to assist you.
This guide covers the essentials you will need to know about our repair process.
TROUBLESHOOTING
Thorough troubleshooting is essential for us to investigate the possible causes of the issues you may be experiencing. Often we are able to resolve issues over the phone so it’s a good idea to give us a call whilst you are near the juicer. There are also some troubleshooting suggestions in your user manual; common issues can often be resolved by following these simple instructions.
If the problem persists, even after troubleshooting, we would then advise that our engineer attends site or depending on location the machine comes into our workshop for a technician to assess.
WARRANTIES
Zumex guarantees the excellent quality and performance of the new product for a period of 5 years from its purchase, subject to the registration of the product on website www.zumex.com within the first 3 months after the purchase date.
FULL WARRANTY (LABOUR & PARTS)
If your machine is under full warranty, there would normally not be a charge for any repairs carried out. However, if our technician deems that user abuse or misuse has been the cause of the issue this may void your warranty, and the repairs may then become fully chargeable. Any courier charges however are chargeable.
CALL OUT COSTS (Prices quoted are ex. VAT)
For non-warranty call outs, this is the charge for the engineer to attend the site, all parts and labour to complete the repair would be in addition.
£150 – within London
£155 – outside London, up to 50 miles
£255 – outside London, up to 100 miles
£575 – outside London, over 100 miles
COURIER AND LABOUR CHARGES
Courier and labour charges are non-refundable - even if you decide not to go ahead with the repair or if we are unable to find a fault with the machine.
PAYMENT
Unless you have a credit account with us payment must be taken before we can proceed with arranging collection of the machine from you. We can take card payments over the phone or BACS transfer. Our bank details are available upon request.
If you do have a credit account with us, we can simply process and invoice any charges to your account.
PREPARING FOR COLLECTION
Before arranging a collection, we will ask for the following information from you. We won’t use this info for anything other than the purposes of carrying out a repair for you.
- Your name and contact details
- Business name
- Collection address
- Return address (if different)
- Collection and delivery restrictions / special instructions
- Juicer model
- Juicer serial number
- The manufacturing date as shown on the silver label
For safe transit of your machine, we would ask you to then package the machine securely with plenty of protective packaging – cardboard, bubble wrap or something similar. For larger machines they would also need to be secured to a pallet.
Please also include a note referencing your company name.
On the outer box, please write the following address:
OJ Fresh Ltd
Unit 3, Camberley Business Centre
Bracebridge
Camberley
GU15 3DP
Once done, we will email you a courier label to print out and attach to your parcel and will advise of the date that collection is to take place.
At this point, please make sure that all staff on site are aware that a courier will be collecting as if they are turned away, we may have to charge a failed collection fee.
If you have any queries with any of the above, simply call OJ Fresh on 0127625220 or email info@ojfresh.com