Warranty

Warranty Policy

The Seller warrants all goods sold by them, providing that the goods are installed correctly as per the User Manual supplied with the goods and used and maintained in accordance with the manufacturer’s instructions as specified in the User Manual supplied with the goods and or published on the Seller’s website.

In situations where components /parts incorporated in the goods supplied by the Seller have failed during the warranty period, the Seller will provide replacement parts free of cost to the End User Buyer or Approved Customer for a period of 12 months from the date of original invoice from the Seller. The Seller will depute a technician and pay their labor charges to make good any defects in the goods during the 12 month warranty period including replacement of faulty parts. The Seller has the discretion to replace the goods like for like or with an upgraded model of equipment in situations where the Seller deems it impractical to undertake warranty repairs on the faulty goods. In such situations, faulty goods must be returned to the Seller within 7 days of receiving replacement goods by the end user or the buyer. In cases where replacement goods are supplied, the warranty period for such replacement goods will expire when the warranty on the originally purchased goods was due to expire.

Warranty repairs are carried out during normal business hours Monday to Friday 8.00am to 4.00pm excluding Weekends and Public Holidays. Labor Charges for any urgent warranty request which are required to be done outside of these hours must be paid in full by the Buyer. Penalty rates Call out charges and travel time will be payable as applicable in addition to the actual labor charges in cases where Buyer requests a warranty call outside of Standard Hours. A response time of up to 72 hrs may be required to attend to a Warranty Request, depending on the location of the goods and the time of the day when a Warranty request is received. In situations where incomplete of incorrect information is provided, response time can be longer than 72 Hrs.

In some situations where the faulty goods are located in an area where an Authorised Service Technician is not available or in situations where the location of faulty goods is unreachable within reasonable time or cost, the Seller reserves the right to request the Buyer to return the faulty goods to an authorised service technician in a Metro City location within Australia or to the Sellers head office in Sydney, NSW. Warranty excludes fragile items such as on / off switches, glass and light bulbs as well as wear and tear type items such as air and water filters, seals and hoses. Warranty also excludes sensitive electronic items such as Printed Circuit Boards, and Displays.

Eligibility Criteria for claiming Warranty

To be eligible for claiming Warranty, the Buyer or the End User must provide some specific details about the goods to the Seller in writing within 30 days of accepting delivery of the goods regardless of whether or not the goods have been installed. Our online form will ask you fill out the following details. Items marked with an asterisk sign are mandatory fields and these fields cannot be left blank.

  • *Model Number (located on the back panel of the Ice Maker
  • *Serial Number (located on the back panel of the Ice Maker)
  • *Date of Purchase (can be found on the invoice)
  • *Name of the Owner of the Ice Maker
  • Ice Maker Purchased From (Dealer/ Resellers Business Name)
  • Current Location of the Ice Maker (Street Address)
  • Name of the Installer (If installed by a third party)
  • Contact Number of the Installer
  • Contact number for Owner of the Ice Maker
  • Alternate contact number for Owner of the Ice Maker
  • Name of the Person Filling out this Form
  • *Name of Business where the Ice Maker will be used
  • *Site Contact Number where the Ice Maker is physically located
  • *Is there a Inline Water Filter installed between the Tap and the Ice Maker (Yes or No)
  • *Is there a minimum of 150mm clearance all around the Ice Maker (Yes or No)
  • * Is there a suitable sized drain hole on floor level next to the Ice Maker (Yes or No)

Was the Ice Maker received in good order (Yes or No – if no please provide details)

It is the responsibility of the Buyer as well as the End user to verify that the above information has been received in full and on time by the Seller. The Seller reserves the right to reject any warranty claims for the goods if there is no record of receiving these details in full and within 30 days of purchase. This information is to be submitted via the online form available on our website. In rare situations where the form cannot be accessed online, these details are to be sent via email to admin@icemaster.com.au

When the Buyer or the end user contacts the Seller to request repairs under Warranty, they need to provide the following information:

  • Model Number (located on the back panel of the Ice Maker)
  • Serial Number (located on the back panel of the Ice Maker)
  • Goods Purchased from, Purchase date and Invoice Number
  • Details of Failure. (Comments such as machine not working is not considered as details of failure)
  • Specific feedback such as which LED lights are flashing can help us to diagnose the fault quickly
  • Site Contact details such as Contact Name, Contact Number and Site Address where the goods are located.

The above information is to be communicated to the Seller by email to admin@icemaster.com.au or by calling 1300 003 133. The Seller may refuse to send out a service technician if these details are not provided.

Charges Payable for Warranty & Non Warranty Repairs

In situations where the Seller deputes a Service Technician to conduct Warranty Repairs and the technician observes and reports to the Seller that the Goods were not installed maintained or operated as per the manufacturer’s instructions specified in the user manual or on the Sellers website, thereby causing the warranty to be null and void, the complete repair job including parts labor charges and travel time will be payable by the Buyer to the Seller even if the goods are still within the warranty period. Such situations will be treated by the Seller as Non Warranty Repairs. Failure to pay for such repairs will result in immediate suspension of all remaining warranty on such goods and the seller will have no further obligation to honor any future warranty claims for such goods.

Warranty is deemed as Null & Void and is not applicable in any or all of the following situations:

A Failure attributed to any or all of the following reasons: misuse, abuse, incorrect installation, and incorrect operational usage, lack of routine maintenance and cleaning or not allowing proper ventilation to the equipment.

B Failure caused to any goods which does not have a suitable inline water filtration kit installed between the water source and the goods including cases where filter cartridge has not been replaced regularly at a six monthly interval.

C Failure caused by a power surge or as a result of faulty power supply at the site where the goods are installed.

D Failure caused as a direct or indirect result of unauthorized modification to the goods including but not limited to the use of unauthorized spare parts and accessories which have not been purchased from the Seller or haven’t been installed as per User manual or the instructions and advice provided by the Seller.

E Failure caused after the title of the goods have been transferred to a third part who is not the original Buyer or original End user as reported to the Seller when the goods were first purchased from the Seller.

F Failure caused at a location other than where the goods were first installed. This includes situations where Buyer or End user has multiple business locations and goods have been shifted to one of these locations which is not the original location reported to the Seller where the goods were first installed upon purchase.

G Failure caused to goods, for which the Mandatory information has not been reported to the Seller within 30 days of receiving the goods. It is the responsibility of both, the end user as well as the Buyer to ensure that the Seller has received the relevant mandatory details listed in the “Eligibility Criteria for claiming Warranty” section of this document.

H Failure caused to goods which remain partially or fully unpaid for at the time of Warranty Request.

Seller will not be liable for any direct or indirect or consequential loss of profit or for any other economic loss including but not limited to produce loss as a result of failure of the goods. Seller’s warranty is only limited to making good of the defects or malfunctions in the goods supplied within 12 months from the date of the invoice from the Seller to the Buyer or from the Authorised Customer to the Buyer.

Governing Law

All matters related to transactions between the Buyer, Approved Customer, End User and the Seller shall be subject to laws of New South Wales Jurisdiction in Australia.

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