Commercial Appliance Warranty & Service
Every product sold by Industry Kitchens is backed by the manufacturer’s warranty.
Receive direct, expert service from the people who design, build, and support your equipment...fast
How to Initiate a Warranty Service Claim
- Find the manufacturer’s contact: Check your manual, warranty card, or the brand’s website. If you can’t find it, we can assist with Find Your Manufacturer Page.
- Prepare proof of purchase: Invoice/order confirmation, model and serial number (if applicable), and purchase date.
- Contact the manufacturer: Describe the issue clearly, provide supporting photos/documents, and request a claim reference number.
- Follow their instructions: A technician may attend on-site; you may be asked to carry-in/ship the product; or replacement parts may be supplied.
- Keep records: Save names, dates and your claim reference to track progress.
If you are unable to find your Manufacturer, are unsure, need copies of the Invoice or any other information, ask us & we'd be happy to assist. Note we don't usually have your serial number recorded.
Some manufacturers will require a credit card on file prior to the site visit to cover non warranty related call out fees.
Quick Warranty Tips
- ✔ Keep your proof of purchase (invoice or order confirmation).
- ✔ Confirm if your product requires registration or commissioning to activate coverage.
- ✔ Ask the manufacturer about extended warranty eligibility and activation steps.
- ✔ Follow the manufacturer’s installation, servicing, and cleaning instructions — failure to do so may void your warranty.
- ✔ Check whether your product has a carry-in or on-site warranty.
Carry-In vs On-Site Warranty
On-Site Warranty: Larger appliances (e.g., ovens, refrigeration, dishwashers) are typically serviced by a technician attending your premises. Within metro areas, this is often included at no cost.
Carry-In Warranty: Smaller items (e.g., mixers, slicers) may require you to return or ship them to an authorised service centre. Repairs are covered under warranty; transport is generally the customer’s responsibility.
When Does the Warranty Start?
- Usually from the invoice purchase date shown on your receipt.
- Some brands commence from the installation date for equipment requiring professional setup, if documented.
- Proof of purchase (invoice/order confirmation) is required to confirm warranty start and coverage.
Check with the manufacturer if your product is eligible for extended warranty, or if it requires registration or commissioning to activate coverage.
Maintaining Warranty Validity
To keep your warranty valid, always follow the manufacturer’s installation, servicing, and cleaning instructions. Failure to install equipment correctly, perform regular servicing, or maintain hygiene standards may result in warranty claims being declined. Retain your user manual and service documentation, and ensure qualified technicians perform installation and any required commissioning.
Regional Travel Charges
On-site warranty visits are usually included within a manufacturer’s defined metropolitan service area. For regional or remote locations, additional travel charges may apply. These are set by the manufacturer or their authorised service agent and will be advised before a visit is booked. Alternative options (e.g., carry-in service) may be offered to minimise costs.
Dispute? How the ACCC Can Help — Minor vs Major Failure & the Right to Repair
Your rights under Australian Consumer Law (ACL) apply in addition to any manufacturer’s warranty.
Minor Failure: Issues that can be fixed within a reasonable time (e.g., part replacement or repair). The manufacturer may choose the remedy; you must allow repair first.
Major Failure: Problems not fixable in a reasonable time, safety risks, or where the product isn’t as described/fit for purpose. You can choose a refund, replacement, or repair.
If you cannot resolve an issue with the manufacturer, seek advice from the ACCC or your state fair trading authority.
Frequently Asked Questions
When does my warranty start?
Typically from the purchase date on your invoice. Some brands commence from the documented installation date for equipment requiring professional setup.
What is the difference between carry-in and on-site warranty?
Carry-in requires you to deliver the item to an authorised service centre. On-site sends a technician to your location (usually metro). Regional travel charges may apply for remote areas.
Do I need to register my product?
Some manufacturers require registration or commissioning to activate full coverage or extended warranty. Check your manual or the manufacturer’s website for instructions and deadlines.
What if my warranty has expired?
Many manufacturers still offer support and paid repairs after expiry.
What is Industry Kitchens’ role?
All claims are managed by the manufacturer. Industry Kitchens is happy to assist with contact details, process guidance, and liaison if you experience difficulties.
If you are unable to find your Manufacturer, are unsure, need copies of the Invoice or any other information, ask us & we'd be happy to assist. Note we don't usually have your serial number recorded, this can be found on your appliance.
*NB Some manufacturers will require a credit card on file prior to the site visit to cover non warranty related call out fees. You'll need to provide these directly to the manufacturer.
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