If you have a warranty claim for your Kompac product, please see the terms and conditions that apply, below.

The warranty is offered only to the original end user of the Product and does not apply where Products have been resold by the original end user. You will be required to provide proof of purchase. If purchasing a Product as a gift, the recipient of the Product should be noted/note this when registering warranty to qualify. The warranty only applies when the Product has been purchased in a country in which we sell the Product directly to end users ourselves via one of our websites. In this warranty, these countries are referred to as “serviced territories”.

 WARRANTY FOR RESIDENTIAL USE

This section sets out the manufacturer's warranty offered to consumers who purchase our products for non-commercial, residential use.

How long is the warranty?

For all grills, the warranty is 1 year from the date of the original purchase. Proof of purchase must be supplied in all cases. 

What does the warranty cover?

We warrant to you that during the applicable warranty period, our product will be free from material defects in materials and workmanship. If this warranty is not met, faulty components will be repaired/replaced unless the component cannot be accessed externally, in which case we will replace the whole unit. The warranty is subject to certain exceptions - see the section headed "What's not covered" below.

 WARRANTY FOR COMMERCIAL USE

This section sets out the manufacturer's warranty offered to customers who purchase our products for commercial or professional use.

 How long is the warranty?

The warranty for all ovens is 1 year from the date of the original purchase with no option to extend this. This warranty shall apply to any replacement products supplied by us and any replacement goods shall be covered by time remaining from the original product's warranty period.

 What does the warranty cover?

We warrant to you that during the applicable warranty period, our product will be free from material defects in materials and workmanship. If this warranty is not met, faulty components will be repaired/replaced unless the component cannot be accessed externally, in which case we will replace the whole unit. The warranty is subject to certain exceptions - see the section headed "What's not covered" below.

 WHAT IS NOT COVERED?

This section applies to the manufacturer's warranty whether you have purchased our products for residential use or for commercial/professional use.

The warranty does not cover the below cosmetic changes under natural expectations of the product where the grill maintains full functionality.

• Surface reaction on metal parts
• Marks or scratches of the grill after prolonged use or when using pans

 

Your warranty will not cover damage, defects or failure to comply with the warranty conditions in any of the following events:

• Damages or failures resulting from force majeure events, including but not limited to natural disasters, acts of war, or other unforeseen events beyond our control.
• You make further use of the Product after giving notice that it may be damaged/defective unless you have received written confirmation from us advising otherwise.
• any improper use outside of our product guidelines and manual, misuse or unauthorised alteration or installation of the Products by you, your employees, agents or hired staff
• The defect arises as result of you not following our instructions in relation to the type of electric power or gas to be used with the Products.
• Cracks caused by thermal shock or from not following the Manufacturer’s guidelines on heat up and safe storage
• The product is transported for use outside of the original delivery territory where certification or direct sale is not present.
• The defect arises as a result of improper storage of the Product, including water, salt and chlorine damage, regulator being exposed to direct sunlight for prolonged periods of time
• The defect arises where the grill has taken on significant moisture, impacting heat up times and/or the stone level due to improper storage.
• The defect arises from caustic cleaning materials
• The defect arises as a result of fair wear and tear
• The defect arises as a result of incidental loss or accidental damage
• The Products differ from any corresponding specification, as a result of changes to made to ensure compliance with applicable statutory of regulatory requirements
• The failure of the Products is a result of a modification made by your or a third party, or use of an after market component or defective part(s) not covered by the commercial or residential warranty as previously set out.
• No fault is found
• The failure of the Products is a result of the Products being used in conjunction with other goods not supplied by us
• The failure of the Products is a result of theft, loss or removal of equipment by you or a third party, and such costs may vary depending upon the location of the Products and any other reasonable costs incurred by us.
• Unauthorised alterations are made to the product

 

STATUTORY NOTICE

This warranty shall not affect your consumer or other statutory rights.

HOW TO MAKE A CLAIM

If, in the unexpected circumstance, you’re having trouble with your product and need to make a claim; email us at info@kompac.cn with: (i) your full name, (ii) your order number, (iii) photographs of any faulty parts and (iv) proof of purchase, and we’ll get back to you as soon as possible.

If you give us notice in writing during the applicable warranty period within a reasonable amount of time following the discovery that some or all of the Products do not comply with the applicable warranty as previously set out; and we are given a reasonable opportunity to examine the Products and we determine that the Products do not comply with the warranty as set out then we shall, at our discretion, repair or replace the defective Products. In certain circumstances, we may decide to refund the price of the Products, this would be done on a pro-rata basis based on the market value of the Products at the time any refund was payable and would take into consideration any wear and tear as well as normal market depreciation.

You must provide all information (including photographs/video’s where requested) as well as all assistance reasonably requested by us in order to properly assess the Products.

We reserve the right to require that faulty Products be returned to us at your cost.

Return shipments to you will be dealt with as follows:

• If a Product is eligible for replacement or repair under this warranty, we will pay for the cost of return shipping to you, but only if (a) the return shipping address is in a serviced territory; and (b) the product in question is one that Kompac itself sells directly to end consumers in that serviced territory via one of its websites.
• If the return shipping address is not in a serviced territory, or if it is in a serviced territory but not one where the Product in question is sold directly by us, then you must arrange and pay the cost of the return shipping to you.

In such circumstances, we shall cover the cost of the return carriage by normal means within our serviced territories, and the replaced Products will be delivered free of charge by us to you at the original delivery address. If, following inspection of the returned Products, we determine that, acting reasonably, there was no breach in the warranty for the Product as set out, we will return the product to you, at your cost.

We shall have no liability to you (whether the Products are found to breach the applicable warranty or not) for the cost of removing Products returned to us under the above conditions or for re-installing after they have been returned.