Terms & Conditions

Please read the Terms and Conditions, paying particular attention to the clauses which may be relevant to your business, as well as the warranty and delivery clauses.

Who are we?

Adexa Direct Limited is a supplier of catering equipment and services to commercial customers. 

1. Goods being Sold

1.1 Every sale is considered a business to business contract. If you are making a personal purchase for yourself please note that you will not be covered by the consumer Distance Selling Regulations (DSR’s). Therefore, we are not obligated to offer refunds or accept returns even if items are unused.

1.2 We always aim to ensure all the product information on this website is as accurate as possible. All product images are for illustrative purposes and very occasionally you may find that the dimensions, colours, or features may differ once the product has been delivered to you. While we make the utmost effort to make sure that the product image and description reflect the real product, there can be a difference for varying reasons such as product re-development and manufacturing methods. Adexa Direct Limited is not liable for any inaccuracies.

1.3 Before signing to accept the delivery you must make sure that the product delivered is as originally described. Signing the delivery note means you are accepting that the product delivered is as originally described at our website.

2. Pricing and Payment

2.1 All prices listed are subject to the addition of VAT at the standard applicable rate.

2.2 Prices are correct at the time of listing and may be subject to change without prior notice.

2.3 Occasionally an error may cause product price/description to be incorrect, in which case Adexa Direct Limited shall be under no obligation to honour the incorrect price.

2.4 All orders placed with Adexa Direct Limited may be subject to further credit or security checks.

3. Delivery

3.1 Free of Charge delivery is restricted to England and Wales. For Scotland it is post code dependant and can be verified at checkout before paying.  The Channel Islands, Highlands, Northern Ireland and international shipments are subject to additional carriage charges and extended delivery lead times. Orders under £75 (excluding VAT) will incur a charge of £7.99+VAT.

For Northern Ireland and International deliveries an XI-EORI/EORI NUMBER is required. An EORI (Economic Operator Identification Number) is a unique number that identifies a trader with Customs. It is required on customs exit and entry documents to ensure goods can be processed and if this cannot be provided after purchase charges laid out in our terms and conditions are applicable. PALLET DELIVERIES ONLY

3.2 Delivery as standard is a kerb side delivery to a ground floor site. In most cases this will be between the hours of 7.30am and 6.30pm but the courier may call you outside of these hours. Delivery does not include unpacking and positioning, which must be done by the customer. Drivers will be unable to assist with the unpacking process due to liability insurance regulation. It is also your responsibility to ensure that you have the necessary equipment (pump truck, fork lift etc) to move any goods into your premises.

3.4 Expected delivery time frames are shown on product pages but may be subject to change due to stock availability or if any additional security checks are necessary. We do as much as possible to ensure that products are delivered to you on time and that you will receive them by the estimated delivery date on the website. However, Adexa Direct Limited is not liable for any delays.

3.5 Please DO NOT book any fitters or installers of the equipment ordered until after the goods have been delivered and inspected by yourself. We will not take any responsibility for any costs incurred as a result of arranging this in advance of delivery.

3.6 Adexa Direct Limited is not liable for any lost profits or business interruption that may have directly, indirectly, or incidentally arisen from a delivery delay of the order. It is the customers responsibility to plan and prepare for such instances.

3.7 The Customer is responsible for ensuring that all items will fit onto or within the premises. You (the Customer) are advised to check all entry door dimensions to ensure the product will fit onto or within the site. Any charges caused by an aborted delivery due to this will be passed onto the Customer.

3.8 We will charge a redelivery fee (£50 VAT included per pallet) if no one is available on site to take delivery of the goods. PLEASE ENSURE YOU FOLLOW YOUR TRACKING which will be emailed on dispatch of the product (email may end up in junk or spam so please be sure to check).

3.9 Prior to dispatch from our warehouse, Adexa Direct must be made aware of any restrictions that may affect the delivery in any way, such as weight limits, access limitations or pedestrianised zones.

3.10 All delivery times given are estimated and they are quoted in terms of normal working days. It is very important to note that delivery times may be affected by factors beyond our direct control.

3.11 Should Adexa Direct Limited be in a situation where they are not able to fulfil delivery of all products in an order, Adexa Direct Limited shall be entitled to perform partial delivery of the order, without prior notification to the customer. In cases where Adexa Direct Limited are not able to deliver the remaining products of a partially delivered order within a reasonable time frame the remaining payment can be subject to a refund to the customer without prior notice.

3.12 All efforts are made to ensure the correct item is delivered. However, in the event of a mispick or delivery of the wrong item, and upon notification by you within 24 hours, Adexa agrees to arrange for the collection of the incorrect item and provide a replacement or refund within 3-5 working days from the date of notice. Should there be any delay in this process, Adexa will communicate the reason for the delay and provide you with a new estimated collection or refund processing date. Please note that returns can only be accepted within 14 days of delivery, in the original unused condition and packaging.

3.13 Adexa shall not be held liable for any financial loss or business interruption arising directly or indirectly from the mispick.

3.14 Next Day delivery requires item to be in stock and is subject to availability. Our delivery is done by third-party companies but where next day delivery cannot be fulfilled for any reason, we will ensure to inform you ahead and refund the money paid for this service. This however does not affect the contract and your goods will still be delivered to you. Please note that Adexa Direct does not cover any liability that may arise from a delay with the performance of third-party delivery companies in relation to this service.

3.15 Please note Next Day Delivery is not available to the Republic of Ireland, Northern Ireland or parts of Scotland (please check before ordering – [email protected]).

3.15 Unless otherwise stated, delivery is approximately 3-5 working days.

4. Cancellations

4.1 Orders are processed from an external warehouse.

4.2 Order cancellation instructions must be given in writing.

  • Any order cancelled within the first hour following payment of the order will be charged a 5% cancellation fee. After the first hour following payment of the order, the cancellation fee will be 25%.
  • If you wish to cancel your order on any other day following the day order was placed, 25% restocking fee and a two way courier fee will be charged. Courier fee will depend on the nature of your order.

4.3 Return delivery charges are as follow:

  • For each parcel sized item in your order up to 30kg in weight, you will be charged 10GBP + VAT.
  • For each pallet sized item in your order over 30kg in weight, you will be charged 50GBP + VAT.

4.4 Refused Deliveries. If you do not cancel your order in writing but refuse the delivery, since the order has been dispatched same terms listed in 4.2 will apply.

5. Damaged Shipments

5.1 Your goods are covered with our goods in transit insurance policy.

5.2 Products delivered on pallets. 

Products delivered on pallets will be delivered to you with a company which is a TPN or Fortec pallet network member. You should inspect the product itself and report damages only if the product itself is damaged. We advise you to ask the driver to wait so that you can inspect your goods and have enough people on hand to do this in a timely manner. Reporting damages on packaging material is not acceptable.

Please carefully check the goods before signing for the delivery. If you find any damages please refuse the delivery and we will exchange the damaged product. If you accept and sign for the delivery, this means you are accepting the order in good condition and the insurance policy will not cover the transport damages you will want to claim. Signing unexamined is not acceptable. 

In the event that the driver will not wait for you to inspect the goods, please refuse the delivery and we will rebook delivery. Once signed as damaged, you must report any damage to Adexa Direct Limited via email within 24 hours to make a claim.

All reports for Missing Parts MUST be made within 24 hours of receipt of the product so please ensure you verify this on receipt of your purchases product(s).

Should you not sign the goods as damaged and upon later inspection find that the item is indeed damaged, you will need to report this to us via email within 24 hours of receiving the goods.

We offer to replace the damaged item or issue a refund provided that the item is returned to our warehouse at the customers own cost and transport risk. There is also an added fee of £120+VAT that the customer needs to pay for administrative fees and delivery charges. A fee of up to 20% of the value of the product may also be applicable to recuperate some of the repair costs and the selling of the product as B-Grade.

5.3 Products delivered by parcel service companies as parcels.

Products delivered as parcels will be delivered to you with a parcel service company which is either DHL, DPD or Parcelforce. Delivery driver will not wait for you to check the goods for transport damages 

If you find the product damaged in transit, you must report any damage to Adexa Direct Limited via email within 24 hours to make a claim. Then we will be able to collect the product and exchange it. If we do not receive an email within 24 hours, your claim for a transport damage will be rejected.

5.4 Photographic proof of the damages needs to be provided via email.

5.5 Please keep all the packaging of the product. This will be required to safely return the item. Products without original packaging will not be accepted back.

ALL damaged shipments must be sent to:

Unit 1 Swift Point,

Cosford Lane,

Swift Valley Industrial Estate,

Rugby, England,

CV21 1QN

6. Returns

6.1 Goods sold may be returned at the customers own cost and transport risk for a refund providing the product(s) are unused and in their original packaging. The restocking charge for returned items is 25% of the full invoiced amount and if the product was delivered on a pallet an admin fee of £120+vat will be applicable in addition to the 25%. A return form must be requested from our customer support team. This form needs to be filled out and emailed back to us. The same form also needs to be attached to the product being returned for identification.

ALL returns must be sent to:





We will not accept any returns at our Rugby location without prior consent by Adexa.

No goods are accepted for return after 14 days.

Please note, once an order has been placed and dispatched to our warehouse the 25% restocking fee will apply.

Refunds will only be paid once the returned goods have been inspected and after deduction of any restocking charges have been made. We will also deduct any costs for repairing any damage or replacing any missing components that were supplied with the original order. Refunds will be made within 7-14 days after being approved by the customer service department.

7. Refund Policy

7.1 Refund request needs to be approved by our customer service department. Evaluation will be made according to the terms and conditions listed here and once the refund is approved, refunds will  made within 7-14 days.

7.2 Next Day deliveries should not be paid for by Bank Transfer (due to potential bank clearance delays). If a Next Day delivery is paid by bank transfer, but the next day delivery is missed the additional payment for the Next Day delivery will not be refunded as the delay is because of waiting for payment confirmation.

7.3 If an item is ordered and this item is out of stock we will email you offering to replace with an alternative, refund or offer a coupon, if there is no response to the 3rd email in relation to this subject we will automatically create a coupon for reuse on the Adexa Direct website.

8. Disputes

Please note that if you provide untrue information to your payment provider or bank regarding the cancellation procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs, damages, and interest on the outstanding amount.

9. Installation and Usage of the Goods

The Customer need to ensure that all power supplies, water, and gas connections are appropriate for the goods supplied. All gas-powered goods must be fitted by a GAS SAFE approved fitter, all electrical goods by a qualified fitter, and all appliances requiring a water connection must be installed by a qualified plumber. Adexa Direct Limited will accept no liability for damage to goods or any other liability or loss caused by incorrect fitting or installation. Adexa Direct Limited reserves the right to ask for the installation and service engineer reports for warranty claims.

10. Warranties and Liability

If an item is not working on delivery or within 14 days from the invoice date, we will exchange the item or refund the price paid. It is the customer’s responsibility to report such failure in writing with supporting evidence such as initial installation report of a qualified engineer, photos or video if required within this timescale. Warranty will be rejected for commercial products not installed by a qualified engineer. After 14 days from the invoice date, normal terms of warranty will apply.

Warranty stated is a 12 month parts only warranty and no labour or engineer costs are covered.  

A parts only warranty allows you to use your own sourced fully qualified engineer (at your own cost) to assess the problem. This must be followed by a full engineers' report on letter headed paper in PDF format with supporting photos to be sent back to ourselves, within 30 days of the reported fault, which we will then forward onto the product manufacturer. Any warranty claims requested without a qualified engineer report will be rejected Once approved by the manufacturer the parts required will be sent to your desired location. The manufacturer requests that the defective parts are to be sent back on repair of the unit. Failure to send these defective parts back is unacceptable and will result in a full invoice for the replacement parts. Failure to provide this report within 30 days of this being reported will result in your warranty claim being rejected.

Adexa Direct does its utmost to expedite all required parts as soon as possible but lead times may vary depending on  the required part and location of supplier. Therefore some parts may need take week(s) lead time, however Adexa Direct will keep informed on the status during this period.

At our discretion, if we choose to cover the products with a Back to Base warranty, the buyer is responsible for the cost of sending the product back to our warehouse and sending it back to the buyer after being repaired.

Under the Back to Base warranty if the product(s) are discovered to have ‘no fault found’ they will be returned to the Customer, and the return costs will be the liability of the Customer. This also applies to poor maintained or unhygienic products (strong/bad odours/food remnants etc).

If item has been reported as faulty within the first 14 days, we are happy to arrange for the return of this, however, we do have the right to inspect this upon its return. If no fault is found or if the item is found to be poorly maintained and therefore a fault has developed as a result of this poor maintenance, then we will not be liable and the item will be returned back to you without prior notice.

Adexa Direct Limited is not liable for any lost profits or business interruption that may have directly, indirectly, or incidentally arisen from a faulty or defected unit. It is the customers responsibility to plan and prepare for such instances.

By agreeing to purchase, the Customer agree to our Warranty Terms & Conditions which can be accessed at any time but may be subject to change.

Important information for disputes: Please note that if you provide untrue information to your payment provider or bank regarding the warranty procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs and interest on the outstanding amounts.

Adexa Direct supplies PROFESSIONAL CARTERING EQUIPEMENT and some products require power usage over an equivalent ‘home appliance’. It is incumbent on the Customer to ensure that the Electrical circuits where appliances are used have sufficient power to support the power needs of Adexa Direct products. If this is not the case, it is neither a Warranty nor product issue. Due to the PROFESSIONAL nature of the product some phase one products require extra power so the product needs to be hardwired, and it is the Customer’s responsibility to ensure that this can be done within the premises and by a qualified and certified electrician.

B-GRADES are sold at heavily discounted prices and are as a result NON-REFUNDABLE.

Product issues as a result of general wear and tear or damage are NOT covered under warranty.

Disclaimer :

Damage to glass and/or broken glass are not covered under Warranty.

Gas refilling of refrigerated equipment is not covered under Warranty.

Consumable parts, including bulbs, batteries, and oil, are not covered under Warranty.

B-Grades, are heavily discounted and are sold without Warranty and MAY NOT include non-essential parts.

11. Termination

Adexa Direct Limited reserves the right to cancel or suspend any order where payment has not been received or in which payment has failed subject to credit checks or otherwise.

12. WEEE Directive

As a distributor of commercial catering equipment, we are committed to the protection of the environment and the implementation of the WEEE directive. The most practical way to carry out this system is to offer our customers a collection and disposal service at the end of the equipment’s life cycle. Due to the nature of this system, extra charges will be incurred if you (the Customer) choose to opt for this service. Adexa Direct’s WEEE producer registration number is WEE/MM4708AA.

13. Terms and Conditions of Website Usage

By using this website, you agree to these terms and conditions.

14. Age Requirements

To order a product there is a minimum age requirement of 16 years, by ordering you confirm you are of the required age.

15. Disclaimer

Whilst Adexa Direct Limited has taken all reasonable care in the preparation of the contents of this website; some information has been supplied by third parties and is reproduced in good faith. Adexa Direct Limited disclaims as to the accuracy of the information supplied by third parties or for apparent errors and omissions.

16. The Company

This website is wholly owned by Adexa Direct Limited.

17. Contact

Please note that the only valid email address for all communication is [email protected] unless otherwise instructed in writing by and Adexa representative. This includes all warranty claims, damage claims or shipping issues.

Registered Office

Swift House Cosford Lane,

Swift Valley Industrial Estate,

Rugby, England,

CV21 1QN