B2B liability for defects, spare parts guarantee and service

1. Contractual basis

For all goods newly purchased from us, the statutory rights in respect of defects apply towards businesses in accordance with § 10 of our General terms and conditions. The limitation period for claims for defects is one year from delivery. For released new machines and modules, the service “Three years of free spare parts” is additionally included in the purchase price.

2. Scope

This information applies exclusively to contracts with businesses 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 limitation period of one year also applies to new spare parts, payment terminals and components sold separately. The additional service “Three years of free spare parts”, by contrast, applies only to new machines and modules expressly released for it. For used goods, the conditions confirmed in each individual case apply; normal wear and tear and abrasion caused by use are not material defects.

2a. Financing

If the machine is acquired via a financing company, the latter is the buyer and in principle the holder of the rights in respect of defects. Whoever uses the machine under a financing arrangement can report technical problems directly to Ventec Systems GmbH. The legal assertion of rights in respect of defects is made by the financing company or with its authorisation or after assignment respectively.

In these cases the 30-day return option does not apply without more, because the financing agreement exists between the customer and the financing company and cannot be terminated by Ventec Systems GmbH. Reversing the transaction is possible only with the consent of the financing company.

30-day return option

For business customers, a voluntary return option within 30 days after delivery applies to complete, functioning standard goods with no or slight signs of use. Announce the return by e-mail to info@snackdragon.eu before sending it back, so that we can agree the return address and the transport. Our consent is not required for this return; a statutory right of withdrawal for consumers does not arise as a result.

The return option concerns returns in which no defect is invoked. Statutory rights in respect of defects therefore remain unaffected.

For complete, undamaged goods without visible signs of use we refund 100 % of the value of the goods. In the case of slight signs of use we refund 90 % of the value of the goods. In the case of clearly visible traces but complete, functioning and technically flawless goods, a refund of 80 % of the value of the goods may be agreed in individual cases.

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

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

3. Duration of liability for defects

For new machines and modules, the limitation period for claims for defects against businesses is one year from delivery. The statutory exceptions mentioned in § 10 of our general terms and conditions remain unaffected.

4. Repair or replacement and service handling

If there is a material defect, the nature, scope and limits of the repair or replacement (Nacherfüllung) are determined by the statutory provisions, in particular § 439 of the German Civil Code (BGB), and by our general terms and conditions. After the fault diagnosis, we coordinate the handling required in the specific case.

Whether a delivery of spare parts, a repair, a return, an 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 an independent service detached from a justified claim for defects.

5. What is not in itself a material defect

Damage caused by improper installation, unsuitable placement, incorrect operation, lack of maintenance, interventions by third parties, modifications not released, vandalism, moisture, overheating, power problems, transport after the transfer of risk or use not in accordance with the intended purpose does not in itself constitute grounds for a claim for defects against Ventec Systems GmbH.

The same applies in principle to normal wear and tear, consumable and wear parts, cosmetic signs of use, faults at software, network, SIM or payment providers outside our responsibility, and damage caused by the assortment, the filling or the location operation. Statutory rights on account of a material defect existing in addition remain unaffected.

6. Processing

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

The customer must enable Ventec Systems GmbH to carry out an inspection and must not dispose of or alter defective parts without consultation if this makes the investigation of the fault more difficult.

7. Three years of free spare parts

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

The guarantee is included in the purchase price of every new machine and module released for this purpose. It is not charged separately and not shown as a separate item. The term is 36 months in total from delivery of the covered product. In the case of the bundle CSC-10C + CSC-10N, both devices are covered. A delivery of spare parts or a repair does not start a new guarantee period.

If an original part of the covered machine or module loses its function within the guarantee period as a result of a material or manufacturing defect, Ventec Systems GmbH, after an appropriate remote diagnosis, fulfils the guarantee at its option by delivering a new, professionally refurbished or technically equivalent and compatible spare part without charging for parts costs, or by professional repair of the removed original part without charging for repair costs. Included are the parts or repair service provided on the basis of 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 countries of delivery, the shipping arrangement 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 part within 30 working days after complete notification of the damage, cannot replace it with a functionally equivalent part and cannot repair it either, the customer receives a sum of money instead. The obligation to pay compensation in money on the basis of this commitment is limited to a total of 350 euro net per covered machine or module. No claim to a refund of the purchase price of the machine or module arises from this guarantee. Further statutory claims remain unaffected.

Not included are: travel to site, on-site diagnosis, labour time at the machine, removal and installation, assembly, on-site programming, transport of the machine, downtime, a replacement device and lost profit or other consequential business costs. These services are organised and paid for by the customer.

These exclusions relate solely to this guarantee commitment. In the first year after delivery, the statutory rights in respect of defects under § 10 of our general terms and conditions also exist. If there is a defect, we owe on that basis the costs required for repair or replacement (Nacherfüllung), including travel to site and labour time, insofar as these are necessary in the specific case; if sending a spare part is sufficient, an on-site visit is not required. From the thirteenth month, the spare part and the standard shipping remain free of charge on the basis of this commitment; installation is organised by the customer.

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, nor damage caused by unsuitable placement, incorrect operation, insufficient maintenance, vandalism, moisture, overheating, overvoltage or other external influences, transport or relocation after the first delivery, modifications not released and interventions by third parties. The payment and age verification modules supplied with the machine are covered like the other parts. Not covered are mobile network, telemetry and payment services, including the SIM card provided for them and its activation, third-party software and modules that the customer has procured itself or installed afterwards; in that respect the rights against the provider concerned apply. If a covered module itself fails, it remains covered independently of this.

The guarantee case must be reported without delay by e-mail, stating the order or invoice number, the serial number, a description of the fault and clear photos or videos. The customer must enable remote diagnosis and comply with the operating and maintenance instructions. If Ventec Systems GmbH requires the return of a defective part, the customer is informed in writing, before the spare part is dispatched, of the applicable net price of that spare part and a return label is provided. The defective part must be returned within 14 days after receipt of the label. If the return does not take place even after a written reminder and a further period of 14 days, the previously communicated net price of the spare part may be charged.

Availability of spare parts after the end of the guarantee period: for all function-relevant parts of the machine models sold by us, we keep spare parts available for at least eight years from delivery of the machine and deliver them within 15 working days after ordering. Eight years is the promised lower limit and not an end date; after that we continue to deliver as long as we can obtain the parts from the manufacturer. Mechanical parts such as spirals, front glass, belts, slot numbers, locks of the goods compartment and plastic parts are supplied directly to every orderer. Technical modules such as control circuit boards, drives, sensors, power supply unit and cooling module we deliver in the context of a replacement by a specialist company. For the parts named in Annex II, point 3, of Regulation (EU) 2019/2024, the distribution provided for therein additionally applies: door handles, door hinges, control elements, door gaskets, shelves, baskets and racks are supplied to every orderer; circuit boards, temperature sensors, thermostats, starting relays and light sources we provide exclusively to professionally qualified repair companies. After the first 36 months have ended, the parts are charged at the catalogue price applicable at that time.

The guarantee is tied to the delivered machine or the delivered module and the serial number stated on the delivery note. It can be invoked only by the buyer or, in the case of financing, by the financing company or a user authorised by it. It does not pass automatically to the acquirer on disposal; a transfer requires the prior written confirmation of Ventec Systems GmbH. In the case of a separate guarantee, the total value of all guarantee performances is limited to the net purchase price of the covered machine or module. In the case of the bundle guarantee, the total value of all performances 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 guarantee and are not restricted by it.

Bijgewerkt: 3 oktober 2026