Returns Policy

We want to be as transparent and helpful as possible when it comes to returns and warranty support. Please read the relevant section below depending on what you've purchased.

If you have any questions, contact us at returns@cibamat.co.uk or call 0203 488 8364 we’re happy to help.

⚙️ Machinery Returns & Warranty

Due to the specialist nature of our equipment, all machinery is non-returnable unless agreed with the manufacturer.

Warranty Overview

Unless otherwise stated in your order agreement, all machinery is sold with a parts-only warranty. This means:

Only the faulty parts (not labour, travel, or diagnosis) will be covered
Transport and return costs are the customer’s responsibility
A warranty may be voided if the machine is inspected or repaired by a non-approved engineer

If your machine develops a fault, please follow these steps:

Stop using the machine immediately

Email us at returns@cibamat.co.uk with your machine details, serial number, and a full description of the issue

Refer to the user manual (we’re happy to send you another copy if needed)

Our team will contact you with troubleshooting advice and next steps

Machines under a back-to-base warranty must be returned to the manufacturer for repair. Please ensure all items are securely packaged - we can’t be held responsible for any damage during transit due to poor packaging.

Cibamat is not liable for any loss of profits, business interruption, or operational issues resulting from a fault or delay.

We strongly advise having a contingency plan for essential equipment.

🧰 Non-Machinery Items

(Sundries, Spare Parts, Clothing, Ingredients)

We accept returns for most regularly stocked non-machinery items within 7 days of receipt, at the customer’s expense.

Please note:

Returned items must be unused, undamaged, and in original packaging
Returns may be subject to a restocking fee, depending on our supplier’s policy
Custom-made and consumable items (e.g. ingredients) are non-returnable
Delivery fees are non-refundable
If an item shows signs of use, it will be deemed second-hand and no refund will be issued

Once a return is received and inspected, eligible refunds will be processed to your original payment method minus any applicable fees.

🔄 How to Arrange a Return

To request a return or warranty support, please contact:
📧 returns@cibamat.co.uk
📦 Please do not return goods to the manufacturer or the address on your shipping label — we’ll provide you with the correct return details.

We’ll always do our best to support you and work toward a fair outcome.