Warranty periods
The warranty period for each machine is stated on the product page, your quote and your invoice. It depends on whether the machine is new or DV Certified refurbished, and on its grade. Leased and operated machines are maintained by us for the whole agreement, as set out in that agreement.
What the warranty covers
Faults caused by defective parts or workmanship under normal use: we repair or replace the faulty part, or the machine if a repair is not practical.
Not covered: damage from misuse, accidents, vandalism, water or power surges; unauthorised repairs or modifications; normal wear parts and consumables; faults caused by products, ingredients or payment devices not approved for the machine; and cleaning or descaling that the operating guide asks you to do.
How to make a claim
- Message us on WhatsApp or email sales@doctorvending.com with your invoice number, the machine model and serial number.
- Add a short video or photos of the fault and any error code on the screen.
- We confirm the next step — remote help, a technician visit or a workshop repair — and the expected timing.
Checking your delivery
Please check the machine or parts when they arrive and tell us about any transport damage or missing items within 48 hours, with photos. Note visible damage on the delivery note before signing.
Returns
- Machines: machines are delivered and installed for your site, so change-of-mind returns are not accepted once a machine has been installed. If you change your mind before delivery or installation, contact us straight away — we will explain the options, which may include a restocking or transport charge shown on your quote.
- Spare parts: unused parts in their original packaging can be returned within 7 days of delivery. Electrical and electronic parts that have been fitted cannot be returned unless they are faulty.
- Faulty items are repaired, replaced or refunded under the warranty.
Refunds
Approved refunds are paid to the original payment method within 14 days of approval. Delivery and installation charges are refunded only when the item was faulty or wrongly supplied.
Nothing in this policy affects your statutory rights under UAE consumer protection law.