H+K Corporate - Warranty Guidelines

Warranty Guidelines

1.5

Returning Faulty Parts

Not all faulty parts are required to be returned. At the top of the specific OEM guidelines in this document it stipulates the OEM’s requirement If faulty parts are required to be returned H+K will arrange courier pick up at H+ K’s expense

The Service Agent is required to do the following:

• Tag individual faulty parts with the warranty no. and part no. as a minimum – most service agents choose to put each part in a plastic bag with the required information attached inside • Package items appropriately for return so they don’t get damaged durin g the return freight & advise H+K Warranty team by phone or email of details including total weight, height, depth & width as well as total number of cartons to be returned. All parts are required to be returned within 14 days of when the replacement parts were sent. Failure to return parts to H+K within 14 days will result in the Service Agent being charged for the parts until the faulty items are returned to H+K.

1.6

Replacement of Van Stock Used

If van stock has been used on a warranty repair H+K will replace the part used free of charge When invoicing H+K the parts used must be listed at $0.00 H+K will check parts listed on Service Agent invoices to see if the parts have already been sent for that job and if not they will replenish at that time.

NOTE: If you require part numbers, please refer to exploded diagrams and/or service manuals or contact our Technical Specialist.

1.7

Rejections & Non Warrantable Work

If H+K have requested a Service Agent attend the restaurant & the work is deemed not warrantable the Service Agent is to invoice H+K H+K will invoice the store directly & provide the store details on why the work is not covered under warranty

Claims are rejected partly or in full when:

• Documentation is not received within 14 days & or is incomplete • Detailed description of fault and work carried out not specific enough & or inaccurate

• Parts returned incomplete or damaged due to inadequate packing • Scheduled preventative maintenance not done (where applicable) • Consumables are claimed • A non-authorised service agent/technician has performed the work • Second technician or apprentice charges are claimed • A non-authorised worked has been carried out

• Travel charges are claimed • Parts are found not faulty

NOTE: If the OEM rejects a warranty claim partly or in full as they find the part/s to be in working order after testing ie: the parts claimed are not faulty – the Service Provider will be invoiced for and sent the original part claimed and may also incur the labour charges in relation to the job.

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Version 3.17 Issued 17 th January 2025

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