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FAQ about our terms of sale and delivery

Below are the common questions we get asked along with our responses:

My new appliance has been damaged during transport – what should I do?
All damage must be reported immediately, whilst the driver is with you. Please contact our customer services on 01322 616900 for further instructions.

The most important thing to remember is that all units must be checked on delivery for damage whilst the driver is with you.

Our units are either boxed or plastic shrinkwrapped. Boxes can be lifted to inspect the unit and then replaced and those shrinkwrapped the cabinet can be seen throught he packing to check. If the cabinet is damaged the packaging will also be damaged so please check the packaging and record the damage of the cabinet and packing on the delivery note.

Every cabinet will contain a yellow warning triangle drawing your attendtion to it stating: Before signing the delivery note... Please check goods!  Damages cannot be claimed for after delivery. If the unit has been transported on after our delivery all claims for damage will be void.

Our proceedures are there to safeguard you and your customers, Our focus has been to continue to reduce the number of damages and with your help by checking the units on delivery we can achieve an even better result.

Can I return spare parts I didn't need after all?
Returns will be accepted within a 30 days of purchase providing they are returned unused and have not been fitted. They must be in their original packaging, and in a 
re-saleable condition. Electronic boards can only be returned if still in their sealed packaging as delivered. Special order items and door seals are not returnable. Please contact Gram UK on 01322 616910 prior to any return for authorisation and a returns number. All returns are subject to a 25% re-stocking charge.

What does the warranty cover?
The warranty covers the refrigeration system's technical operating components such as controls, evaporator, compressor and fans. Wear parts such as door sealing strips, shelves and lamps are not covered by the warranty. In the unlikely event that you experience faulty operation, you should immediately call Gram Service to arrange a visit from one of our local fitters, all of whom are refrigeration specialists. You can contact Gram Service directly if you are a registered distibutor 5 days a week on 0870 850 0304.  For all other warranty enquiries please contact your supplying distributor. 

The warranty requires that Gram Service's own service technicians repair the appliance and that the appliance has been used correctly and maintained according to the instructions contained in the user manual.

Checkpoints
  • Tip: Please do some preparation before contacting us

    A couple of hints on how you can help us to help you.

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  • Typical causes of malfunctions and defects

    See what you can do to prevent malfunctions and defects.

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  • Your obligations as the owner of refrigeration equipment – what's the legal position?

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  • FAQ about our terms of sale and delivery

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