When submitting a machine to the workshop, the following applies:
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To prevent the machine from being damaged on its way to the workshop, remember to frost-proof it.
[Link to How to Frost-Proof] -
Please note that the warranty is void if purchase documentation is missing or if the machine has been used/purchased for professional purposes. In such cases, you will be charged for the cost of the repair.
Machines Less Than 30 Days From Purchase
If a customer presents a warranty claim and the store confirms:
- The fault is caused by the machine, not the accessories.
- It is not a user error or a professionally related fault.
- Proof of purchase has been provided.
Then the machine shall be replaced, and all information must be forwarded to our customer service team for confirmation. Defective machines are sent to our repair shop for return.
If the customer presents this as a payable repair (e.g., frost damage), the machine is sent to the workshop, unless you can convince the customer to repair it themselves (which is better for sustainability).
Machines Less Than 2 Years From Purchase
If a customer presents a warranty claim and the store confirms:
- The fault is caused by the machine, not the accessories.
- It is not a user error or a professionally related fault.
- Proof of purchase has been provided.
Then the machine shall be repaired. Defective machines are sent to our repair shop for repair.
If the machine is older than two years, please refer the customer to us.
Packaging
The product should be packed at least as securely as it was in its original packaging. If a poorly packed product is damaged in transit, the cost to repair that damage will be invoiced to the dealer.
Collection Procedure
- The machine will be collected by our courier.
- Please inform our customer service team if you wish to schedule collection for a specific weekday (Monday–Friday).
- Collection request dates must be at least one week in the future.
- If no preferred date is mentioned, we will schedule the collection for the next available date.
Only machines should be sent to the workshop, not loose accessories. The workshop repairs machines only. If the fault lies with the accessories, it will be resolved by the dealer. Defective accessories are kept for 14 days for possible inspection/return, and then disposed of as WEEE waste. If the submitted machine’s fault is actually in the accessories, transportation and troubleshooting costs may be charged to the dealer.
Information
Please send our customer service the following information:
- Proof of purchase
- Serial number
- Collection and return address (if applicable)
- Email address
- Telephone number
- Detailed fault description
Accessories
A machine should be complete with its accessories when sent to the workshop. Without the appropriate accessories, the workshop may not identify the same fault described by the customer. Additional costs may be invoiced for missing accessories, and if the product is exchanged, the sender may be charged for any missing accessories.
Workshop Decision
The workshop will decide whether the repair falls under warranty, goodwill, or is payable. Private customers have a maximum repair price (including transport), valid as of 2025:
- 4-piston: 130£
- 3-piston P50 - P60: 100£
- 3-piston P30 - P45: 80£
There is no maximum price for professional use, and separate warranty rules apply. For professional machines, the warranty is 3 months for V3 pumps and 12 months for V4 pumps. (See separate guidelines for professionals.)
Credit Notes for Refunds
Credit is issued based on the workshop’s report for each individual machine. Approval or rejection of the credit note will occur upon the machine’s arrival at the workshop. If a product arrives without any faults, it will not be covered by warranty. In that case, AVA will invoice the sender for shipping costs.
If you have any further questions or need clarification, please let us know.