B2B liability for defects, spare parts warranty and service

1. Contractual basis

For all new goods purchased from us, entrepreneurs have statutory rights in respect of defects in accordance with Section 10 of our General Terms and Conditions. The limitation period for claims based on defects is one year from delivery. For eligible new vending machines and modules, the “Three years of spare parts free of charge” benefit is also included in the purchase price.

2. Scope

This information applies exclusively to contracts with entrepreneurs within the meaning of Section 14 BGB. The specific contract, product description, order confirmation and our General Terms and Conditions remain decisive.

The one-year limitation period also applies to new spare parts, payment terminals and components sold individually. By contrast, the additional “Three years of spare parts free of charge” benefit applies only to new vending machines and modules expressly approved for it. For used goods, the conditions confirmed in each individual case apply; normal wear and wear resulting from use are not material defects.

2a. Financing

If the vending machine is purchased through a financing company, that company is the purchaser and, in principle, holds the rights in respect of defects. Whoever uses the vending machine under a financing arrangement may report technical problems directly to Ventec Systems GmbH. Formal assertion of rights in respect of defects is made by the financing company, or with its authorisation or following assignment.

In these cases, the 30-day return option does not apply as a matter of course because the financing contract is between the customer and the financing company and cannot be terminated by Ventec Systems GmbH. Reversal of the transaction is possible only with the financing company’s consent.

30-day return option

For business customers, a voluntary return within 30 days of delivery applies to complete, functional standard goods with no or only light signs of use. Please notify us of the return by email at info@snackdragon.eu before sending the goods back so that we can agree on the return address and transport. Our consent is not required for this return; it does not create a statutory consumer right of withdrawal.

The return option concerns returns where no defect is asserted. Statutory rights in respect of defects remain unaffected.

For complete, undamaged goods without visible signs of use, we refund 100 % of the value of the goods. For light signs of use, we refund 90 % of the value of the goods. For clearly visible signs, a refund of 80 % of the value of the goods may be agreed in individual cases if the goods are complete, functional and technically sound.

We agree on return transport together. As a rule, the customer bears the return transport costs unless otherwise agreed in writing. Additional costs such as freight forwarding, installation, packaging, payment processing or special configuration are not automatically refunded.

Damaged, incomplete, customised, resold or rented goods are not covered by the 30-day return option. A return may be agreed in individual cases.

3. Duration of liability for defects

For new vending machines and modules, the limitation period for claims based on defects by entrepreneurs is one year from delivery. The statutory exceptions stated in Section 10 of our General Terms and Conditions remain unaffected.

4. Subsequent performance and service handling

If a material defect exists, the type, scope and limits of subsequent performance are governed by the statutory provisions, in particular Section 439 BGB, and our General Terms and Conditions. After diagnosing the fault, we coordinate the handling required in the individual case.

Whether a spare part must be supplied, a repair made, goods returned, an on-site visit arranged or another solution provided depends on the specific defect and the statutory requirements. An on-site service visit or replacement machine is not promised as a separate service independently of a valid claim based on a defect.

5. What does not, in itself, constitute a material defect

Damage caused by improper installation, unsuitable placement, incorrect operation, lack of maintenance, intervention by third parties, unauthorised modifications, vandalism, moisture, overheating, electrical problems, transport after the passing of risk or use other than for the intended purpose does not, in itself, give rise to a claim based on a defect against Ventec Systems GmbH.

The same generally applies to normal wear and tear, consumables and wear parts, cosmetic signs of use, failures of software, network, SIM or payment providers outside our area of responsibility, and damage caused by the product range, filling or operation at the site. Statutory rights arising from a separate material defect remain unaffected.

6. Handling

Defects must be reported without delay after discovery by email to info@snackdragon.eu. The report should include the order or invoice number, serial number, description of the fault, photos or videos and the contact details of the contact person. For merchants, the duties to inspect and give notice of defects under Section 377 HGB also apply.

The customer must allow Ventec Systems GmbH to inspect the goods and must not dispose of or alter defective parts without prior agreement if doing so would make examination of the fault more difficult.

7. Three years of spare parts free of charge

Warrantor: Ventec Systems GmbH, Carl-Zeiss-Ring 15a, 85737 Ismaning, Germany, info@snackdragon.eu.

The warranty is included in the purchase price of every new vending machine and module approved for it. It is not charged separately or shown as a separate item. Its total duration is 36 months from delivery of the covered product. Both devices in the TCN-CSC-10C + TCN-CSC-10N bundle are covered. The supply of a spare part or a repair does not start a new warranty period.

If an original component of the covered vending machine or module loses its function within the warranty period due to a defect in material or manufacture, Ventec Systems GmbH, after reasonable remote diagnosis and at its own discretion, fulfils the warranty by supplying a new, professionally reconditioned or technically equivalent and compatible spare part without charge for the part, or by professionally repairing the removed original component without charge for the repair. Included are the parts or repair service provided under this commitment and the standard shipping required for it to the original delivery address in Germany, in metropolitan France including Corsica, in the Netherlands or in Switzerland. For delivery to Switzerland, Ventec Systems GmbH also bears the import duties and taxes incurred. For this standard shipment, Ventec Systems GmbH also bears the carrier fees necessary for import clearance. For other delivery countries, the shipping rule agreed in the order confirmation applies. Ventec Systems GmbH may require the defective part to be returned using a shipping label provided.

If Ventec Systems GmbH cannot deliver a covered component, replace it with a component of equivalent function or repair it within 30 working days after receiving a complete damage report, the customer will instead receive a sum of money. The obligation to pay compensation under this undertaking is limited to a total of 350 euros net per covered vending machine or module. This warranty does not give rise to a claim for reimbursement of the purchase price of the vending machine or module. Further statutory claims remain unaffected.

The following are not included: travel, on-site diagnosis, labour on the vending machine, removal and installation, assembly, on-site programming, transport of the vending machine, downtime, a replacement machine, lost profit or other consequential operating costs. The customer arranges and pays for these services.

These exclusions relate solely to this warranty undertaking. During the first year after delivery, statutory rights in respect of defects also apply under Section 10 of our General Terms and Conditions. Where there is a defect, we are liable under those provisions for the expenses necessary to remedy it, including travel and labour where required in the individual case; if sending a spare part is sufficient, an on-site visit is not required. From the thirteenth month onwards, the spare part and standard shipping remain free of charge under this undertaking; the customer arranges its installation.

Work affecting safety must be carried out by a suitably qualified specialist.

Wear parts and consumables, normal wear and tear, cleaning and maintenance, and damage caused by unsuitable installation, incorrect operation, insufficient maintenance, vandalism, moisture, overheating, overvoltage or other external influences, transport or relocation after initial delivery, unauthorised modifications and intervention by third parties are not covered. Payment and age-verification modules supplied with the vending machine are covered like its other components. Mobile network, telemetry and payment services, including the SIM card provided for them and its activation, third-party software, and modules procured or retrofitted by the customer are not covered; rights against the respective provider apply in those cases. If a covered module itself fails, it remains covered regardless.

A warranty claim must be reported without delay by email, stating the order or invoice number, serial number and fault description and providing informative photos or videos. The customer must enable remote diagnosis and comply with the operating and maintenance instructions. If Ventec Systems GmbH requires a defective part to be returned, the customer will be informed in writing of its applicable net replacement part price and provided with a return label before the spare part is dispatched. The defective part must be returned within 14 days of receipt of the label. If it is still not returned after a written reminder and a further period of 14 days, the net replacement part price previously communicated may be charged.

Spare-part availability beyond the warranty period: for all components essential to the operation of the vending machine models we sell, we keep spare parts available for at least eight years from delivery of the vending machine and deliver them within 15 working days of an order. Eight years is the minimum period promised, not an end date; after that, we continue to supply parts for as long as we can obtain them from the manufacturer. Mechanical parts such as spirals, front glass, belts, compartment numbers, product chute latches and plastic parts are supplied directly to any person placing an order. We supply technical assemblies such as control boards, drives, sensors, power supply units and cooling assemblies as part of a replacement carried out by a specialist company. For the components listed in Annex II, point 3 of Regulation (EU) 2019/2024, the allocation specified there also applies: door handles, door hinges, controls, door gaskets, shelves, baskets and racks are available to any person placing an order; we supply printed circuit boards, temperature sensors, thermostats, starting relays and light sources exclusively to professionally qualified repairers. After the first 36 months have expired, parts are charged at the list price applicable at the time.

The warranty is tied to the delivered vending machine or module and the serial number shown on the delivery note. It may be claimed only by the buyer or, in the case of financing, by the financing company or a user authorised by it. If the product is sold, the warranty does not automatically transfer to the purchaser; transfer requires prior written confirmation from Ventec Systems GmbH. For an individual warranty, the total value of all warranty services is limited to the net purchase price of the covered vending machine or module. For the bundle warranty, the total value of all services for both devices together is limited to the net purchase price of the covered bundle. Statutory rights in respect of defects exist independently of this warranty and are not restricted by it.

Last updated: 3 October 2026