Warranty Policy

Warranty Coverage

Ardor Domestics warrants that the products) refurbished, sold, and delivered by the Company to the Customer (the "Products") shall be free from material defects in material and workmanship, conform to applicable specifications, and perform in accordance with the product documentation under normal usage for a period of three months from the date of delivery to the Customer (the "Warranty Period").

Duration: All appliances come with a 90-day warranty
Items Covered: Includes washing machines, dryers, dishwashers, and cookers.

Coverage Limitations

Pre-existing Conditions, Warranties for secondhand appliances generally do not cover any issues or damages present before the start of the warranty period. This means that any problems existing at the time of purchase are typically excluded from coverage.

Significant and / or Unusual Exclusions

Please refer to the “What is Not Covered” sections of your policy

Damage to oven linings, glass doors, control knobs or fridge / freezer interior linings or door seals;
Callout charges where you are not at home when the engineer attends.
Carriage costs where you are not home following the first attempt of the collection or delivery of the product by the courier
Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).

Loss of frozen or refrigerated food.
The replacement of the product if:
On request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.
Rectifying maladjustment or incorrect configuration or setting of the product e.g.
Incorrect installation of the product
Improperly powering the appliance, Such as powering the appliance from a extension cord
Damage which is stated by the engineer to be as a result of:

A). Deliberate damage or neglect of the product;

Cosmetic nature caused by but not limited to denting, scratching, chipping, staining, and rust or corrosion, in the case of ovens, cookers or ranges this shall also include ceramic and glass surfaces and oven / cooker liners.

B) Failure to comply with the manufacturer’s instructions for the care of the product or to comply with any routine service requirements; e.g. replacement or clearance of filters.

A product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.
Where the product is incorrectly installed or installed in a garage, outbuilding or location identified as unsuitable for the product by the manufacturer of the product;
Faults relating to the installation of the product.

Claims arising from the interruption, failure, disconnection or power surge in the power supply and / or subscription channels to your home however caused.

Consequential loss of any type e.g.

A). Property damage caused by the product.

B). Loss of frozen or refrigerated food.

C). Loss of use of the product

Normal Wear and Tear

Our warranty excludes damage resulting from normal use over time. This can include:

Gradual decrease in performance
Cosmetic damage like scratches or dents
Degradation of components due to regular use

Specific Components

Our warranty excludes coverage for certain parts or components, particularly:

Consumable parts (e.g., filters, light bulbs)
Components that naturally wear out over time (e.g., belts, hoses)

User-Related Exclusions

Improper Use or Negligence, Damages caused by misuse, overloading, or negligence are typically not covered. Examples include:

Using incorrect detergents
Overloading washing machines or dryers
Failing to perform basic maintenance (e.g., cleaning lint filters)

Unauthorised Repairs or Modifications

Any repairs or modifications made by unauthorised personnel usually void the warranty. This includes:

DIY repairs
Modifications to the appliance’s original design
Use of non-original parts

Improper Installation or Maintenance

Issues arising from incorrect installation or lack of proper maintenance are often excluded. This can include:

Failure to follow manufacturer’s installation instructions
Failure to
Neglecting recommended maintenance procedures
Warranty is automatically void upon the appliance being used outside in the elements and being powered by any form of extension cord

External Factors

Accidental Damage, Our warranty does not cover damage caused by accidents. This includes:

Dropping the appliance
Improper transportation of the appliance such as transporting the appliance horizontally in a vehicle
Appliances that have compressed gas must be left for 24 hours prior to transportation or movement
Liquid spills
Physical impacts

Environmental Damage

Damage caused by external environmental factors is typically excluded. Examples include:

Natural disasters (e.g., floods, earthquakes)
Power surges or outages
Exposure to extreme temperatures or humidity
Any appliance that is stored outside

Cosmetic Issues

Warranties often do not cover cosmetic damages that don’t affect the appliance’s functionality. This can include:

Discolouration
Minor scratches or dents
Fading of surfaces

Limitations

This guarantee is limited to the cost of repairing or replacing the product. To the extent permitted by law, the Manufacturer does not accept and will not be held liable for any financial loss incurred in connection with the failure of any product to operate in accordance with the expected standards. Such financial loss includes but is not limited to loss arising from:

Time taken off work.
Damaged food, clothing or other items.
Meals taken at restaurants or from takeaways.
General compensation for inconvenience.

Important Notes

Your product is designed and built for domestic household use only.
The guarantee will automatically be void if the product is installed or is used in commercial or non-residential domestic household premises, unless we have previously agreed to the installation environment.
The product must be correctly installed, located and operated in accordance with the instructions contained in the User Instructions Booklet provided with your product.

Warranty Transfer Limitations

Non-Transferable Coverage, Our warranty for secondhand appliances are non-transferable, meaning they don’t extend to subsequent owners. This can be particularly relevant for appliances acquired through property purchases or private sales.

By understanding these common exclusions, you the consumer can make more informed decisions when purchasing secondhand appliances and considering warranty options. It’s crucial to carefully read and understand the specific terms and conditions of any warranty offered with a secondhand appliance to avoid unexpected costs and disappointments.

Charges

Will there be any charge for the repairs?

It is your responsibility to provide evidence to the us that your product is covered by this guarantee with a proof of purchase. We reserve the right to charge for the reasonable cost of any service call if:

You cannot provide evidence that your product is covered by this guarantee.
Where a service call has been made and we find that there is no fault with your product.
That your product has not been installed or operated in accordance with the manufacturer’s specifications.
That the fault was caused by something other than faulty materials, defective components or manufacturing defects.
For missed appointments.

Call-out & Visit Fee	£25
Missed Appointment	£25
Non warranty coverage finding	£45

Payment of these costs are due immediately upon us providing you with an invoice. We reserve the right to terminate the guarantee if you fail to pay the costs for the service call in a timely manner.

If you are a resident of the United Kingdom, this guarantee will be governed by English law and subject to the English Courts, save where you live in another part of the United Kingdom, in which case the law and courts of that location will apply.

Warranty Claim Procedure

The warranty claim process typically involves several key steps:

Preparation

Review your warranty documentation carefully to understand what is covered, any exclusions, and the duration of coverage.
Gather necessary documentation, including proof of purchase, service records, and any other relevant paperwork.

Initiating the Claim

File the claim through the appropriate channel, which may include:

Calling our dedicated telephone line (01495 781763)
Messaging us through our social media or email (ardordomestics@mail.com)
Provide detailed information about the problem, including:Product details (e.g., serial number, model). Description of the issue, Date of purchase, Photos or videos of the defect, if applicable

Claim Processing

Wait for us to review your claim. This can take 3/5 business days.

Review Procedure

Once we have reviewed your request, we will arrange a convenient time to visit your home and collect the appliance. We will then transport it to our premises for a thorough diagnosis. Upon arrival at our facility, one of our skilled engineers will carefully inspect your appliance to identify the issue. During this examination, we will determine whether the problem stems from a manufacturing defect or if it has been caused by misuse. After completing the inspection, we will provide you with a detailed report outlining our findings and recommended course of action.

Resolution

Approved Claims, We will typically offer one of the following solutions:

Repair the appliance
Replace the appliance to a similar level

Declined Claims

If your warranty claim is declined, we will:

Contact you to explain the reasons for denial
Attempt to resolve the issue by offering a repair or replacement at your expense
Agree on the cost with you before taking any further action

Options if You Decline Our Resolution

If you choose not to proceed with our proposed resolution, we offer the following options:

Return of Appliance, We can return the appliance to you, You will be responsible for delivery and collection fees, Fees are charged at £1.00 per mile
Environmentally Friendly Disposal, We can dispose of the appliance on your behalf, This service is free of charge on most cases, Exception: Disposal of fridges and freezers may incur additional costs

Warranty Claim Appeal Process

When a warranty claim is rejected, You have several options to appeal the decision and seek a resolution. The appeal process typically involves the following steps:

Request a Internal review of the decision. We will then do the following,

Review the original warranty terms and conditions carefully along with the report
Complete a review by a second engineer and manager
If the initial claim was rejected due to insufficient information, we can review your claim again with the new information

Escalate to Management

If the appeal is unsuccessful, you can request the claim is escalated to higher levels of management for review

Alternative Dispute Resolution

If internal processes are exhausted, You can consider alternative dispute resolution methods:

Mediation: A neutral third party helps facilitate a resolution
Arbitration: An impartial arbitrator reviews the case and makes a binding decision

By following a structured appeal process and providing compelling evidence, can increase their chances of successfully overturning a warranty claim rejection. However, it’s important to weigh the potential costs and benefits of pursuing an appeal, especially for lower-value claims.