Refund Warranty and Repairs Policy

Effective for all equipment purchases from Industrial Field Services Ltd.

We take pride in supplying high-quality, specialist equipment for a wide range of industrial sectors, with a strong focus on product reliability, safety, and long-term performance. Our machines are built to high standards and are supported by recognised industry certifications, giving our customers confidence in every purchase.

Each product is backed by factory-level support from the original equipment manufacturer (OEM), allowing us to provide the after-sales service and technical support necessary to maintain smooth operations and ongoing success.

This policy outlines the terms relating to warranty coverage, returns, damage responsibilities, and service expectations. By completing a purchase with Industrial Field Services Ltd, you agree to the terms described below.

1. Non-returnable items
Due to the specialised and industrial nature of our equipment, all sales are final. Returns or exchanges are not accepted under any circumstances once equipment has been dispatched or collected.

We strongly encourage all customers to inspect and test machines at our facility prior to purchase. Demonstrations are available on request to ensure suitability for your intended application.

2. Damage during transit
If your machine arrives with visible or suspected transit damage, you must notify us immediately upon receipt.

All damage or warranty issues must be reported in writing via email to:
enquiries@industrialfieldservices.co.uk

To process a damage claim, we may require:

Photos or video evidence
A description of the packaging condition
The serial number of the affected unit
Once validated, we will arrange for repair or replacement at no additional cost to you.

3. Warranty coverage
All machines are supplied with a 12-month warranty covering defects in materials and workmanship under normal use, beginning on the date of delivery or collection. Warranty coverage is machine-specific and may vary depending on model and application. Additional terms may be outlined in your equipment’s individual documentation.

Warranty coverage includes:

Faults resulting from manufacturing defects
Failure of components under proper, approved use

4. Warranty exclusions
The warranty will be void in full if any of the following occurs:

Modifications, alterations or repairs carried out by the operator or an unauthorised third party without prior written approval from Industrial Field Services Ltd or ICEsonic
Use of non-approved components, consumables or accessories
Electrical or mechanical interference to the equipment supplied, beyond general maintenance
Bypassing or altering safety mechanisms or controls
Abusive or aggressive behaviour towards IFS staff or representatives (zero tolerance applies)
In such cases, the customer will be liable for the full cost of parts, labour, technician callouts and mileage required to rectify the equipment.

5. Operator damage or misuse
Damage arising from incorrect operation, lack of training, neglect, environmental exposure or failure to follow user instructions is not covered under warranty. This includes:

Operation beyond intended duty cycle or environment
Improper storage or maintenance
Failure to report minor issues leading to further damage
Repairs in these cases will be charged at our standard service rates.

6. Warranty claims and service response
All warranty faults or defect reports must be submitted in writing via email to:
enquiries@industrialfieldservices.co.uk

We aim to respond to all claims within 48 business hours. Valid warranty repairs will be completed within 7 to 14 business days, subject to parts availability and technician scheduling.

If a repair cannot be completed within this timeframe, courtesy equipment may be offered at our discretion, depending on the situation and machine availability.

7. Non-warranty repairs and technician callouts
If a callout or repair falls outside of warranty coverage, the following will apply:

Labour charged at the current hourly rate
Mileage charged per kilometre from our base
All parts or components required are billable
A callout fee may apply for urgent or out-of-hours service
All charges must be paid prior to return of serviced equipment unless otherwise agreed.

8. Limitation of liability
Industrial Field Services Ltd and ICEsonic will not be held liable for any loss of production, loss of profits, delays or business interruption resulting from machine downtime, regardless of cause.

Our obligation is strictly limited to repair or replacement of the faulty machine or part, as outlined in this policy.

By purchasing from Industrial Field Services Ltd, you agree to the terms outlined in this returns policy.