Start with the fault, not the guess
When a juicer or cold press is not working as expected, the first job is to describe the issue clearly. A slow masticating unit that feeds well one day and stalls the next may need a different check from a centrifugal juicer that is vibrating, leaking or leaving too much pulp in the screen. With cold presses, the issue may be in the auger, hopper, seal or feed path, so the more detail you give us the quicker we can narrow it down.
For order issues, please keep the box, inserts and all parts together until the matter is assessed. That includes lids, strainers, pushers, jugs, brushes and cables. If anything arrived damaged in transit or appears incomplete, note it straight away and do not force the machine to run, because that can make the fault worse.
How to log a return request
Use the enquiry form on our contact page and include your order details, the model type, and a short description of what happened. Photos or a short video help a lot, especially for cracks, missing parts, leaks, alignment problems or a motor that is making a harsh noise. If the unit only fails under load, say what produce was being used and whether the feed was dry, soft or fibrous.
- Order number and your delivery area
- What happened and when it started
- Any visible damage, leak marks or unusual noise
- Which parts were in use at the time
- Whether the machine has already been cleaned or reassembled
What we check before any next step
Once the request is received, the team looks at the fault description and decides whether the issue can be solved with guidance or whether the unit must be sent in for inspection. A lot of returns are actually setup, assembly or cleaning matters. A screen that is not seated properly, a seal that has shifted or a feed chute that still has residue inside can look like a bigger failure than it is.
We may ask for a cable plug check, a seal review, a screen care check or a noise and vibration check before authorising a return. That is normal. It saves time and prevents unnecessary transport. If the unit is under assessment, do not continue using it, especially if there is heat, burning smell, visible sparking or repeated jamming.
Packing it safely for collection or drop off
If a return is approved, pack the machine so the parts cannot move around inside the box. Use the original carton where possible and add padding around glass jugs, screens and brittle fittings. Keep wet parts dry before packing, because trapped moisture can lead to odour, staining or corrosion, especially in coastal humidity around Cape Town and Durban.
- Remove pulp, juice residue and loose seeds
- Dry all washable parts fully
- Wrap sharp or fragile items separately
- Bundle cables neatly and keep plugs protected
- Include only the parts requested for assessment
If the model has a heavy base, lift it with two hands and avoid dragging it across tiles or countertops. That helps prevent hairline cracks and hidden damage that can show up later.
Assessments, repairs and replacement steps
Our assessment process is practical. The unit is checked against the reported fault, the condition of the parts, and whether the issue is mechanical, electrical or related to user setup. Some cases call for a spare part, some need seal replacement, and some need a more detailed technical look before any decision is made. We will tell you the next step once the inspection is complete.
Possible outcomes can include guidance to correct assembly, a part replacement, further testing, or a return close-out if the fault cannot be confirmed. If a replacement path is approved, the timing depends on stock, part availability and the delivery area. Johannesburg, Pretoria, Durban, George, Stellenbosch and Somerset West deliveries are all handled through the same support process, just with different logistics.
Food safety and ongoing care after a return
Any machine that has been used for fruit, vegetables or herbs should be cleaned properly before storage or re-use. Wash the removable parts, dry them completely and check for trapped pulp around seals, screens and spouts. This is especially important on slow masticating units where fibres can lodge in narrow channels and on centrifugal juicers where fine mesh can hold residue if it is not brushed through.
If the return was linked to leakage, noise, vibration or poor flow, it is worth keeping an eye on storage care after the issue is fixed. Store parts dry and assembled only where recommended, and do not leave damp screens in closed cupboards. That sort of habit helps with longevity and reduces the chance of repeat faults.
