B2B defect liability, spare-parts warranty and service

1. Contractual basis

For all goods purchased new from us, the statutory rights in respect of defects (Mängelrechte) apply vis-à-vis entrepreneurs (Unternehmer) in accordance with § 10 of our General Terms and Conditions (AGB). The limitation period (Verjährungsfrist) for claims based on defects is one year from delivery. For approved new vending machines and modules, the service “Three years of spare parts free of charge” is additionally included in the purchase price.

2. Scope

This information applies exclusively to contracts with entrepreneurs within the meaning of § 14 of the German Civil Code (BGB). The specific contract, the product description, the 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. The additional service “Three years of spare parts free of charge”, by contrast, 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 tear and deterioration resulting from use are not material defects (Sachmängel).

2a. Financing

If the vending machine is acquired through a financing company, that company is the buyer and, in principle, the holder of the rights in respect of defects. Whoever uses the vending machine under a financing arrangement may report technical problems directly to Ventec Systems GmbH. Rights in respect of defects are asserted by way of legal transaction by the financing company, or with its authorisation or after assignment.

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

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 slight signs of use. Please notify us of the return by e-mail to 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 establish a statutory consumer right of withdrawal.

The return option concerns returns without an asserted defect. 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 slight signs of use, we refund 90 % of the value of the goods. For clearly visible signs of use, but complete, functional and technically faultless goods, a refund of 80 % of the value of the goods may be agreed in individual cases.

We agree on the 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. Taking such goods back may be agreed in individual cases.

3. Duration of defect liability

For new vending machines and modules, the limitation period for claims based on defects vis-à-vis entrepreneurs is one year from delivery. The statutory exceptions set out in § 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 (Nacherfüllung) are governed by the statutory provisions, in particular § 439 BGB, and our General Terms and Conditions. After the fault diagnosis, we coordinate the handling required in the individual case.

Whether a spare-part delivery, repair, return shipment, on-site visit or another solution is required depends on the specific defect and the statutory requirements. On-site service or a replacement device is not promised as a separate service independently of a justified claim based on a defect.

5. What does not in itself constitute a material defect

Damage caused by improper installation, unsuitable siting, incorrect operation, lack of maintenance, interference by third parties, unapproved modifications, vandalism, moisture, overheating, power problems, transport after the passing of risk (Gefahrübergang) or use other than as intended does not in itself give rise to a claim based on a defect against Ventec Systems GmbH.

The same applies in principle to normal wear and tear, consumable and wear parts, cosmetic signs of use, faults of software, network, SIM or payment providers outside our area of responsibility, and damage caused by the product range, filling or operation of the site. Statutory rights based on a material defect existing alongside remain unaffected.

6. Handling

Defects must be reported by e-mail to info@snackdragon.eu without undue delay after discovery. The report should contain the order or invoice number, serial number, description of the fault, photos or videos and the contact details of the contact person. For merchants (Kaufleute), the duties to inspect and give notice of defects (Untersuchungs- und Rügepflichten) under § 377 HGB (German Commercial Code) additionally apply.

The customer must enable Ventec Systems GmbH to carry out an inspection and must not dispose of or alter defective parts without prior agreement if this would make the fault inspection 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 (Garantie) is included in the purchase price of every new vending machine and module approved for it. It is not charged separately and is not shown as a separate item. The term is a total of 36 months from delivery of the covered product. For the bundle CSC-10C + CSC-10N, both devices are covered. A spare-part delivery or 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 can neither deliver a covered component, nor replace it with a part of identical function, nor repair it within 30 working days after the complete damage report, the customer receives a sum of money instead. The obligation to compensate in money under this commitment is limited to a total of 350 euros net per covered vending machine or module. This warranty does not give rise to any claim to reimbursement of the purchase price of the vending machine or module. Further statutory claims remain unaffected.

Not included are: call-out, on-site diagnosis, working time on the vending machine, removal and installation, assembly, on-site programming, transport of the vending machine, downtime, replacement device, and loss of profit or other consequential operating costs. The customer organises and pays for these services.

These exclusions concern exclusively the present warranty commitment. In the first year after delivery, the statutory rights in respect of defects under § 10 of our General Terms and Conditions exist alongside it. If a defect exists, we owe under those rights the expenses necessary for subsequent performance, including call-out and working time, insofar as they are necessary 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 commitment, and the customer organises the installation.

Safety-relevant work must be carried out by a suitably qualified specialist.

Not covered are wear parts and consumables, normal wear and tear, cleaning and maintenance, as well as damage caused by unsuitable siting, incorrect operation, inadequate maintenance, vandalism, moisture, overheating, overvoltage or other external influences, transport or relocation after the first delivery, unapproved modifications and interference by third parties. The payment and age verification modules supplied with the vending machine are covered in the same way as the other components. Not covered are mobile, telemetry and payment services, including the SIM card provided for them and its activation, third-party software, and modules that the customer has procured or retrofitted themselves; in this respect, the rights against the respective provider apply. If a covered module itself fails, it remains covered irrespective of this.

A warranty claim must be reported without undue delay by e-mail stating the order or invoice number, serial number, a description of the fault and meaningful 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 spare-part price and provided with a return label before the spare part is shipped. The defective part must be returned within 14 days of receipt of the label. If the part is still not returned after a written reminder and a further period of 14 days, the previously notified net spare-part price may be charged.

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

The warranty is tied to the delivered vending machine or the delivered module and to the serial number stated in the delivery note. It can only be asserted by the buyer or, in the case of financing, by the financing company or a user authorised by it. In the event of a sale, it does not automatically pass to the acquirer; a transfer requires the prior written confirmation of Ventec Systems GmbH. In the case of an individual warranty, the total value of all warranty services is limited to the net purchase price of the covered vending machine or module. In the case of 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