Terms and Conditions of Sale for Commercial Equipment (Business-to-Business)
Important – Please Read Before Ordering
These Terms and Conditions of Sale apply to all business-to-business transactions involving the sale of commercial equipment by Jurang Wholesale Limited ('Jurang', 'we', 'us', or 'our').
By placing an order, requesting a quotation, accepting a pro forma invoice, making payment, or purchasing through our website, you confirm that you are acting in the course of business and agree to be bound by these Terms.
These Terms form the entire agreement between Jurang and the customer and take precedence over any prior discussions, correspondence, quotations, marketing materials, or verbal statements unless expressly agreed in writing by an authorised representative of Jurang.
By placing an order, you confirm that you have full authority to bind the business or organisation on whose behalf the order is placed.
You agree that all contracts, notices, and communications provided electronically by Jurang satisfy any legal requirement for such communications to be in writing. The customer confirms that they have not relied on any statement, representation, assurance or warranty made or given by Jurang or on its behalf which is not set out in these Terms.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
1.0 Definitions
'Equipment' means all commercial goods supplied by Jurang, including but not limited to coffee machines, grinders, water filtration systems, milk fridges, accessories, spare parts, and related commercial equipment.
2.0 Business-to-Business Basis
2.1 All sales are strictly business-to-business transactions.
2.2 Consumer rights, including cancellation rights under the Consumer Contracts Regulations 2013 (distance selling regulations), do not apply to these transactions. These regulations apply only where a purchaser is acting as a consumer (i.e. an individual acting for purposes wholly or mainly outside their trade, business, craft or profession). By placing an order, the customer confirms that they are acting in the course of a business and not as a consumer. Accordingly, the statutory right to cancel an order within 14 days for any reason does not apply. All rights relating to cancellation, returns and refunds are therefore governed solely by these Terms and Conditions of Sale.
2.3 The customer is responsible for ensuring that the Equipment ordered is suitable for its intended purpose, environment, and usage requirements.
3.0 Orders and Acceptance
3.1 All orders are subject to acceptance by Jurang.
3.2 A contract is formed when Jurang confirms acceptance, issues an invoice, receives payment, or dispatches the Equipment.
3.3 Jurang reserves the right to cancel or refuse any order prior to dispatch where necessary.
3.4 Product specifications, performance, output figures, and descriptions are provided for guidance only and may vary depending on usage, environment, installation, maintenance, and consumables. While Jurang makes reasonable efforts to ensure accuracy, the customer is responsible for verifying that the Equipment meets their specific requirements prior to placing an order. Any reliance on product information is at the customer's own risk, and the customer is encouraged to seek clarification from Jurang where any detail is material to their purchasing decision. Minor inaccuracies or variations in specifications shall not constitute grounds for cancellation, return, or rejection of the Equipment.
4.0 Pricing and Payment
4.1 All prices are exclusive of VAT unless otherwise stated.
4.2 Payment must be made in full prior to dispatch unless credit terms have been agreed in writing.
4.3 Jurang reserves the right to withhold delivery, installation, warranty support, or further services where invoices remain unpaid.
4.4 The customer shall be responsible for all reasonable costs associated with the recovery of overdue payments.
5.0 Cancellations
5.1 Once an order has been accepted by Jurang, the customer shall have no automatic right to cancel the order. Acceptance may include, but is not limited to, confirmation of the order, issue of an invoice or pro forma, receipt of payment, allocation of stock, or dispatch of the Equipment. From this point, the order is legally binding.
5.2 Any request to cancel an order must be submitted in writing by email to support@jurang.co.uk
and will be considered solely at the discretion of Jurang.
5.3 Where Jurang agrees to a cancellation, we reserve the right to recover all costs incurred up to the point of cancellation, including but not limited to supplier charges, manufacturer charges, restocking fees, administrative costs, processing fees, and delivery or logistics costs.
5.4 Orders for special-order, configured, or supplier-allocated Equipment cannot be cancelled once processing has commenced, except where Jurang agrees otherwise in writing.
6.0 Returns
6.1 All sales of Equipment are final. Returns are not accepted unless expressly agreed in writing by Jurang.
6.2 Any return request must be submitted in writing by emailing support@jurang.co.uk to request a Returns Request Form.
6.3 No returns will be accepted without prior written authorisation.
6.4 Returns will only be considered where:
- The request is made within 7 days of delivery
- The Equipment is unused, uninstalled, and in original packaging
- The Equipment is complete and in fully resaleable condition
6.5 Returns will not be accepted where Equipment has been:
- Installed, used, or connected
- Modified or tampered with
- Returned without original packaging
- Returned incomplete
6.6 Installation, connection, or use of Equipment constitutes full acceptance and renders the Equipment non-returnable.
6.7 Where a return is approved:
- The customer is responsible for all return costs
- The Equipment must be returned securely and insured
6.8 All approved returns are subject to inspection.
6.9 Jurang reserves the right to apply restocking fees of a minimum of 15% and up to 30% of the order value, depending on condition and associated costs.
6.10 Jurang reserves the right to deduct any costs incurred, including processing fees, logistics costs, inspection costs, and reduction in resale value.
6.11 Where goods are returned in unacceptable condition, Jurang may refuse a refund entirely.
6.12 If a return is rejected, the customer must arrange collection or pay for return delivery. If no response is received within 14 days, Jurang reserves the right to charge storage or dispose of the goods or otherwise recover costs in a manner it reasonably considers appropriate.
7.0 Communication of Returns and Claims
7.1 All returns, cancellations, claims, and disputes must be submitted in writing via email to support@jurang.co.uk.
7.2 Jurang does not assess, approve, or process returns, cancellations, or claims over the phone. This requirement is in place to ensure that all information is accurately recorded, that the correct procedures are followed in accordance with these Terms, and that a clear and verifiable audit trail is maintained for evidential, contractual, and dispute resolution purposes, including where matters may be subject to formal review or legal proceedings.
7.3 No verbal statement, representation, or assurance given by any member of staff, engineer, or representative of Jurang shall be binding unless confirmed in writing by an authorised representative of Jurang.
7.4 Jurang is committed to maintaining a professional and respectful working environment. Where a customer engages in abusive, aggressive, or inappropriate behaviour during telephone communication, Jurang reserves the right to terminate the call and require that all further communication is conducted in writing. Continued failure to adhere to reasonable standards of communication may result in Jurang limiting or refusing further support, except where required by law.
8.0 Delivery, Risk and Inspection
8.1 Delivery dates are estimates only and are not guaranteed.
8.2 Jurang shall not be liable for loss arising from delayed delivery.
8.3 Risk in the Equipment passes to the customer upon delivery, including where delivery is made to a third party, site location, or unattended premises as instructed by the customer.
8.4 The customer must inspect Equipment immediately upon delivery and before installation or use.
8.5 Title to the Equipment remains with Jurang until payment is received in full.
8.6 Refused deliveries (other than where goods are faulty or incorrect) may incur return and handling charges.
9.0 Damaged Goods
9.1 Damage must be reported within 24 hours in writing by emailing support@jurang.co.uk.
9.2 The customer must provide evidence, including images of the Equipment, packaging, and delivery labels.
9.3 Packaging must be retained until the claim is resolved.
9.4 Claims are subject to verification and may require further evidence.
9.5 Late or unsupported claims may be declined where verification is not possible.
9.6 Claims may be refused where Equipment has been used, installed, or altered prior to reporting.
10.0 Missing Items
10.1 The customer must notify Jurang of any missing items within 24 hours of delivery. Notification must be made in writing by emailing support@jurang.co.uk in accordance with section 7.0 (Communication of Returns and Claims).
10.2 This timeframe is required to allow Jurang to investigate the issue with the courier, warehouse, manufacturer, or supplier while delivery records and tracking information remain available and reliable.
10.3 The customer must provide sufficient supporting information to enable investigation, including but not limited to:
- Order number and delivery details
- Description of the missing item(s)
- Confirmation of all items received
- Photographic evidence of the contents received
- Photographic evidence of packaging and delivery contents as received
10.4 The customer must retain all packaging, delivery documentation, and contents as received, including outer packaging and any internal packing materials, until the claim has been fully reviewed and resolved.
10.5 All missing item claims are subject to verification. Jurang reserves the right to request further information, conduct internal investigations, and liaise with the courier or supplier before reaching a decision.
10.6 Where a claim is reported outside of the 24-hour period, or where sufficient information is not provided, Jurang may be unable to verify the claim. In such circumstances, Jurang reserves the right to decline the claim.
10.7 Where verification is not possible due to delay in reporting, disposal of packaging, insufficient information, or any other factor outside Jurang's control, Jurang shall not be liable for any missing items.
11.0 Installation and Site Requirements
11.1 The customer is responsible for ensuring that the installation site is fully prepared, suitable, and compliant with all requirements necessary for the installation and operation of the Equipment.
11.2 Where the customer is unsure whether their site meets the required specifications, it is the customer's responsibility to request the relevant technical specifications from Jurang prior to installation by emailing support@jurang.co.uk.
11.3 Failure to request or review technical specifications shall not relieve the customer of responsibility for site readiness or suitability.
11.4 If installation cannot be completed due to the site not being adequately prepared, inaccessible, or otherwise unsuitable, Jurang reserves the right to charge an aborted installation fee of £225 + VAT per machine.
11.5 Any aborted installation fee must be paid in full before a new installation date can be scheduled.
11.6 Jurang shall not be liable for any costs, delays, damages, or operational issues arising from inadequate site preparation or failure to meet installation requirements.
12.0 Grinder-Specific Clause
12.1 Due to the nature of commercial grinders, once a grinder has been used to grind coffee, loaded with beans, or calibrated, it is deemed used and non-returnable.
12.2 Grinding coffee results in internal wear, retention of coffee particles, and calibration changes, rendering the Equipment unsuitable for resale as new.
12.3 Any grinder that has been used in this way will not be eligible for return, refund, or exchange under any circumstances.
12.4 Any request to return a grinder must be made strictly in accordance with section 6.0 (Returns), including submission of a Returns Request Form and prior written authorisation from Jurang. For the avoidance of doubt, this process applies only to unused and unopened grinders that remain in their original packaging and in fully resaleable condition.
13.0 Warranty
13.1 Warranty coverage varies by Equipment and is subject to the manufacturer's terms.
13.2 Jurang acts as an intermediary for warranty claims unless expressly stated otherwise in writing. Where a manufacturer's warranty applies, the warranty is provided, assessed, and administered solely by the manufacturer in accordance with their own terms and conditions. Jurang does not provide the warranty itself and does not control, override, or guarantee any warranty decisions made by the manufacturer.
13.3 Any decision to approve, reject, or limit a warranty claim rests entirely with the manufacturer. Where a warranty claim is declined, in whole or in part, Jurang shall not be liable to provide repairs, replacements, engineer attendance, or any form of compensation.
13.4 Jurang may, at its discretion, assist with the administration or communication of a warranty claim; however, this does not constitute acceptance of liability or responsibility for the outcome of the claim.
13.5 Where a warranty claim is rejected by the manufacturer, any further work, including parts, labour, call-out charges, or ongoing support, shall be chargeable to the customer.
14.0 Warranty Claims Process
14.1 All warranty claims, service requests, and requests for engineer attendance must be submitted in writing by emailing support@jurang.co.uk. Jurang does not accept or process service or warranty requests over the phone.
14.2 Upon receipt of a request, Jurang will issue a call-out request form for completion. This form must be fully completed and returned before any further action is taken.
14.3 The customer must provide sufficient information to enable assessment of the issue, which may include, but is not limited to:
- A clear description of the fault
- Photographic or video evidence where requested
- Confirmation of site access and availability
- Signed confirmation that the customer has read, understood, and agrees to be bound by the terms and conditions set out in the call-out request form
14.4 Jurang reserves the right to request additional information or require troubleshooting steps to be completed prior to progressing a claim or arranging an engineer visit.
14.5 Where the Equipment is covered by a labour-inclusive warranty, submission of a completed and signed call-out request form constitutes authorisation for Jurang to proceed with the claim in accordance with the applicable warranty terms. The scope of coverage and any exclusions shall be determined in accordance with these Terms and the relevant warranty provisions.
14.6 Where the Equipment is covered by a parts-only warranty, or where no valid labour warranty applies, the customer must pay the applicable call-out fee in full prior to any engineer attendance. Submission of a completed and signed call-out request form in such cases constitutes acknowledgement and acceptance that all labour, parts, travel, and associated costs may be chargeable unless expressly confirmed otherwise in writing by Jurang. All such work shall be carried out in accordance with the relevant warranty and service provisions set out in these Terms.
14.7 Jurang shall not be obliged to arrange engineer attendance, supply parts, or provide further support until the call-out request form has been received and, where applicable, payment has been made in full.
14.8 Where it is determined that the issue falls outside the scope of warranty coverage, all associated costs, including but not limited to labour, parts, travel, and administrative charges, shall be payable by the customer.
15.0 Engineer Call-Outs and Chargeable Works
15.1 Where the Equipment is covered by a parts-only warranty, a call-out fee between £225 and £250 + VAT is payable in advance of any engineer attendance, unless otherwise agreed in writing. The applicable fee may vary depending on the manufacturer, location, and nature of the Equipment.
15.2 Labour is charged at a rate of £60 + VAT per 30-minute interval where required. Time is charged based on the actual time spent on site, including any additional work required to complete the repair.
15.3 Any replacement parts required are chargeable unless expressly confirmed as covered under an applicable warranty.
15.4 Where an issue is determined to fall outside the scope of warranty coverage, all associated costs, including call-out fees, labour, parts, travel, and any additional charges, shall be payable by the customer.
15.5 Jurang reserves the right to refuse or withdraw engineer attendance, support services, or further work at its sole discretion, including but not limited to circumstances where:
- Any invoices remain unpaid
- Previous call-out fees, labour charges, or parts invoices are outstanding
- A dispute has arisen in relation to payment or services provided
- The customer has failed to comply with these Terms
- The customer engages in abusive, aggressive, or unreasonable behaviour towards Jurang staff, engineers, or representatives
15.6 In circumstances where Jurang declines to provide engineer attendance or support, Jurang may, at its sole discretion, provide details of the relevant manufacturer or recommend a third-party service provider. Jurang shall have no obligation to arrange or manage such services and accepts no liability for any work carried out by third parties.
16.0 Parts-Only Warranty
16.1 Where Equipment is supplied with a parts-only warranty, the warranty covers the cost of replacement parts only. Labour, diagnostics, call-out fees, travel time, and any associated service costs are not included under any circumstances unless expressly agreed in writing by Jurang.
16.2 The customer is solely responsible for arranging and funding all diagnostics, engineer attendance, installation, and repair work required to identify and resolve any issue with the Equipment.
16.3 Customers may request engineer attendance through Jurang by submitting a call-out request form in accordance with section 14.0. For all parts-only warranty cases, a call-out fee must be paid in full in advance of any engineer attendance. Submission of a completed and signed call-out request form constitutes acknowledgement and acceptance that all labour and associated costs are chargeable unless expressly confirmed otherwise in writing, and remain payable irrespective of whether a warranty claim is subsequently approved or rejected.
16.4 Where a fault is identified, the customer (or their appointed engineer) must provide a diagnostic report and any supporting information to Jurang for onward submission to the relevant manufacturer or supplier. The customer acknowledges that submission of such information does not constitute acceptance of a warranty claim. Jurang acts solely as an intermediary in this process and does not assess, approve, or reject warranty claims.
16.5 All warranty claims are reviewed and determined exclusively by the manufacturer or supplier in accordance with their own terms and conditions. Jurang has no authority to override, influence, or guarantee the outcome of any such assessment and shall not be liable for any decision made by the manufacturer.
16.6 The customer is responsible for ensuring that any engineer engaged to diagnose, repair, or service the Equipment is suitably qualified and, where required, approved or recognised by the manufacturer. Use of unqualified, unapproved, or third-party engineers may invalidate the manufacturer's warranty. Jurang shall not be liable for any damage, fault, or warranty invalidation arising from such work, and all resulting costs shall be the responsibility of the customer.
16.7 Where a claim is approved by the manufacturer, replacement parts will be supplied in accordance with the applicable warranty terms. The customer remains solely responsible for all labour, installation, and associated costs relating to the fitting of such parts.
16.8 Where a claim is rejected, in whole or in part, all costs incurred, including but not limited to diagnostics, labour, call-out fees, parts, travel, and any further work required, shall be fully chargeable to the customer.
16.9 Where a customer has been offered, and has declined, a service contract or labour-inclusive warranty option at the point of sale or thereafter, the customer acknowledges and accepts that all future service requirements, including engineer attendance, diagnostics, and repairs, will be chargeable in accordance with these Terms.
16.10 Jurang reserves the right to refuse engineer attendance, parts supply, or further support where the customer has failed to comply with these Terms, including but not limited to failure to provide required information, failure to follow the claims process, or failure to make payment where required.
16.11 Jurang shall not be liable for any loss, downtime, business interruption, or operational impact arising from delays in diagnostics, manufacturer assessment, parts approval, parts availability, or the customer's failure to arrange appropriate service support or use qualified personnel.
17.0 Return-to-Base Warranty
17.1 Where Equipment is supplied with a return-to-base warranty, the customer must first submit a service request in writing by emailing support@jurang.co.uk to request a call-out or service form in accordance with section 14.0. Upon receipt of a completed and signed form, Jurang will arrange collection of the Equipment to the manufacturer, supplier, or an authorised service partner for inspection, diagnostics, and repair. Unless the fault is subsequently confirmed as a valid warranty claim, Jurang reserves the right to charge the customer for all associated courier, handling, and logistics costs.
17.2 All returns must be arranged in accordance with instructions provided by Jurang or the relevant manufacturer. The customer is responsible for ensuring that the Equipment is adequately packaged and protected for transit. Jurang shall not be liable for any loss or damage arising from inadequate packaging or handling during transit.
17.3 All costs associated with returning the Equipment, including packaging, shipping, insurance, and handling, shall be borne by the customer unless the fault is subsequently confirmed by the manufacturer to be a valid warranty claim due to a manufacturing defect.
17.4 Upon receipt, the Equipment will be assessed by the manufacturer or authorised service partner. Jurang acts solely as an intermediary in this process and does not assess, approve, or reject warranty claims.
17.5 All warranty determinations are made exclusively by the manufacturer or supplier in accordance with their own terms and conditions. Jurang has no authority to override, influence, or guarantee the outcome of any such assessment.
17.6 Where a claim is approved under warranty, the Equipment will be repaired and returned in accordance with the manufacturer's warranty terms. Any costs not covered by the warranty, including but not limited to shipping, installation, or associated services, may still be chargeable to the customer.
17.7 Where a claim is rejected, in whole or in part, the customer shall be responsible for all associated costs, including but not limited to diagnostics, labour, parts, shipping, storage, and return delivery. The customer must confirm whether they wish to proceed with chargeable repairs or have the Equipment returned. If no instruction is received within a reasonable timeframe, Jurang or the manufacturer reserves the right to return the Equipment at the customer's cost or apply reasonable storage charges.
17.8 The customer acknowledges that assessment and diagnostic work may incur labour charges regardless of whether the claim is ultimately approved or rejected under warranty.
17.9 Jurang shall not be liable for any loss, downtime, or operational impact arising from the return, assessment, repair process, or any delays associated with manufacturer review, parts availability, or logistics.
18.0 On-Site Warranty
18.1 Where Equipment is supplied with an on-site parts and labour warranty, the warranty covers the cost of replacement parts and on-site labour required to rectify faults that are confirmed to fall within the scope of the applicable manufacturer's warranty.
18.2 All service requests must be submitted in writing by emailing support@jurang.co.uk to request a call-out form in accordance with section 14.0. No engineer attendance will be arranged without submission of a completed and signed call-out request form.
18.3 Warranty cover applies only to faults arising from manufacturing defects or component failure under normal and appropriate use, and is subject to the manufacturer's warranty terms and conditions.
18.4 The following are not covered under any on-site parts and labour warranty and will result in all associated costs being chargeable, including but not limited to call-out fees, labour, parts, and travel:
- Failure to carry out required cleaning procedures in accordance with manufacturer guidelines
- Use of non-approved cleaning products or consumables
- Build-up of limescale due to failure to descale or maintain water filtration systems
- Failure to replace water filters where required
- Blocked systems, including brew groups, milk systems, or steam outlets, caused by inadequate cleaning or maintenance
- Use of stale milk, poor-quality ingredients, or incorrect consumables
- Operator misuse, negligence, or accidental damage
- Improper installation or failure to follow installation guidelines
- Relocation, modification, or tampering with the Equipment without approval
- Use of the Equipment outside of manufacturer-recommended operating conditions
- Electrical, plumbing, or site-related issues not directly attributable to the Equipment
- Calibration adjustments, recipe changes, or performance tuning following installation
- General wear and tear, including components subject to routine maintenance or replacement
- Failure to follow user manual instructions or training guidance provided
18.5 The warranty will be considered void where:
- The Equipment has been serviced, repaired, or modified by unauthorised personnel
- The Equipment has not been maintained in accordance with manufacturer guidelines
- Damage has been caused by misuse, neglect, or environmental factors
- Required servicing or preventative maintenance has not been carried out where applicable
18.6 Where a warranty claim is found to fall outside the scope of coverage, all associated costs shall be chargeable to the customer, including but not limited to engineer attendance, labour, parts, and any follow-up work required.
18.7 Jurang reserves the right to determine, in conjunction with the manufacturer or service partner, whether a fault falls within the scope of the warranty. Jurang acts as an intermediary and does not guarantee the outcome of any warranty assessment.
18.8 Engineer attendance timescales are not guaranteed and may vary depending on location, availability, and operational factors. Jurang shall not be liable for any loss arising from delays in service attendance.
18.9 Jurang shall not be liable for any loss, downtime, business interruption, or operational impact arising from Equipment failure, service delays, or warranty outcomes.
18.10 Where a call-out, service visit, or repair has been deemed chargeable in accordance with these Terms, and the customer withholds or delays payment due to a dispute, Jurang reserves the right to require payment in advance for any subsequent engineer attendance, regardless of warranty status. In such circumstances, Jurang may require a call-out fee or deposit to be paid in full prior to arranging any further attendance. Where the subsequent issue is confirmed to fall within the scope of a valid warranty claim, any such fee or deposit will be refunded. Where the issue is not covered under warranty, the fee shall be retained and applied against the costs incurred. Jurang reserves the right to refuse or delay further service support until such payment arrangements are satisfied.
19.0 Recalibration and Adjustments
19.1 Recalibration, programming adjustments, and performance tuning are not considered faults and are not covered under any warranty.
19.2 Recalibration may be required due to changes in coffee beans, grind settings, environmental conditions, or customer preference, and is the responsibility of the customer.
19.3 Any engineer attendance, labour, or support required to carry out recalibration or adjustments shall be fully chargeable in accordance with these Terms.
19.4 Jurang shall not be liable for any performance-related concerns where recalibration or adjustment is required.
20.0 International Use
20.1 Warranty applies only within the UK unless agreed otherwise.
20.2 Use of the Equipment outside of the United Kingdom will invalidate any applicable warranty unless expressly agreed otherwise in writing by Jurang.
20.3 All associated costs are the customer's responsibility.
21.0 Liability
21.1 Jurang shall not be liable for any loss of profit, loss of revenue, loss of business, loss of goodwill, business interruption, or any indirect or consequential loss, whether arising in contract, tort (including negligence), or otherwise.
21.2 Jurang does not provide temporary replacement equipment or compensation for downtime or operational disruption. Where appropriate, Jurang may refer such requests to the relevant manufacturer; however, any provision of replacement equipment or compensation is solely at the manufacturer's discretion, and Jurang has no authority to approve, guarantee, or be liable for such arrangements.
21.3 Subject to clause 21.4, Jurang's total liability shall not exceed the price paid for the Equipment giving rise to the claim.
21.4 Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any matter which cannot legally be excluded.
21.5 The customer acknowledges that the Equipment is commercial in nature and not supplied on a trial basis. Suitability, performance, and compatibility are the responsibility of the customer.
22.0 Force Majeure
22.1 Jurang is not liable for delays beyond its control.
23.0 Governing Law
23.1 These Terms are governed by the laws of England and Wales.
23.2 Disputes shall be subject to the jurisdiction of the courts of England and Wales.