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Express air freight approximately 5 working days

Warranty / Guarantee Information

1 year replacement/repair warranty

For the duration of 1 year we offer replacement/repair warranty for all appliances we sell. The 1 year warranty starts on the day of arrival of the item to the customer, not from the day of purchase or installation.

During this time the same warranty conditions apply as the ‘2 or 3 years replacement/repair warranty’, please see below.

Any damage occurred during delivery is not covered under the 1 year warranty. Please always check the appliances within a day or two and get back to us via email how to proceed with delivery insurance. Any damage claim not received within 5 days from arrival we cannot accept due to the shipping companies’ insurance policy.

2 or 3 years replacement/repair warranty

We offer optional 2 or 3 years in house warranty for the appliances we sell. This option is currently only available in Australia.
The 2 or 3 years includes the initial first year warranty, therefore it is 1 or 2 years on the top of the first year base warranty.

Our replacement/repair warranty means we will send you a brand new appliance (equal to the original one) or pay material and labour cost of repair. Removal and installation cost of the replacement item is not covered. It is the customer’s responsibility to seek out an accredited electrical service agent in the customers area. We reserve the right to seek out a third party if necessary (for price confirmation) and refuse full payment if the repair amount seems unreasonable. Most of the cases you will be asked to pay for the repair bill and send us the invoice.

If you experience a problem with your appliance please follow these steps:

  1. Please send us an email with your name, order number, the appliance model number, PNC or Nr. E number and fault descriptions. Also a short video or pictures are appreciated.
  2. Please find a repairer in your area.
  3. Please provide a quote before repair if the fees are deemed to be over $350.
  4. If the quote is accepted (if necessary) by us please go ahead with the repair.
  5. Please send us the invoice for payment with your payment details and we endeavour to pay you within 48 hours
  • If finding a repairer is not possible or repair is not economical we send a replacement appliance. The replacement item is the same model as the original if still available, if not the closest possible.
  • Warranty period is only valid for the original duration of the warranty, regardless when part replacement occurred.
  • Warranty period is valid from the receipt of goods and not point of sale or installation or date of purchase.
  • If the fault is not under warranty all associated charges are the customer’s responsibility.

Product Identification

ComplexKitchen reserves the right to reject claims for any services or work where the Customer requesting such work or services from ComplexKitchen and cannot produce for verification the Serial Number and the proof of purchase as per original purchase/order number. The warranty will be voided if any Serial Number sticker on the warrantable equipment is removed or has been tampered with. Warranty is void without proof of installation from a qualified registered electrical contractor.

What is covered by this warranty?

The equipment is covered for faulty workmanship on parts which have failed under normal use which are contained within the product during the warranty period.

What is not covered by this warranty (excluded):

any failure:

  • resulting from “fair wear and tear”;
  • of equipment due to the product being inadequately serviced;
    resulting from dirt, dust, rust, rodents and insects;
  • caused by inherent defect or design faults, pre-existing defects or recalls;
  • negligence, accident or deliberate misuse;
  • due to incompatibility of parts;
  • due to a dropped product; collision with another object; any result of a malfunction;
  • or damage of an operating part from failure to provide manufacturer’s recommended maintenance;
  • due to theft, abuse, misuse, neglect, vandalism, or environmental conditions;
  • due to incorrect installation.

any repairs:

  • to any components that have been fitted to the product after the original purchase;
  • due to incompatibility.


  • for any kind due to warping, rust, corrosion, of any part of the product including to the system caused by overheating as a result of sitting or positioning of the equipment, where there is not provision for adequate ventilation or a dust free environment;
  • to a system or components, caused by power surges or spikes, including and not limited to, mains power and telecommunications connections, or to other unspecified sources, voltage fluctuation, amperage fluctuation, rust or corrosion;
  • glass, plastic, metal breakage
  • due to negligence, accident, theft, flood, fire, earthquake, electrical storms or any war related events;
  • costs of attendance and testing where no mechanical or electrical failure is identified;
  • normal maintenance costs;
  • products with removed or altered serial numbers;
  • consumables such as but not limited to bulbs/globes, batteries.

Also not covered:

  • any type of damage not reported within 2 days after delivery;
  • any fault after 1 yeaer if extended warranty is not purchased at the time of purchase of the appliance.

Please note, we do not offer warranty for any steam or water related parts or operation in coffee machines or steam ovens. These parts can be faulty because of irregular maintenance, incorrect storage of the unit or installation and we have no option to check the cause. Your understanding is appreciated.

The term of the warranty commences from the date of purchase as listed on the Customers invoice or from the day of the delivery whichever occurs later. ComplexKitchen reserves the right to change the terms and conditions of the warranty at any time without notice.

Part replacement guarantee

You have the option to purchase our part replacement guarantee for an additional 1 year for a small fee. If you choose this option we will send you a replacement part of the original part from the manufacturer. In this case you need to send the part back on your own cost to us and we will send you the new part back on our cost.

How to proceed:

  1. Please send us an email with your name, order number, the appliance model number, PNC or Nr. E number and fault descriptions. Also a short video or pictures are appreciated.
  2. Please post the part back to us.
  3. We will send you the new part as soon as possible.

Please note we can still supply you parts if you do not have part replacement guarantee with us, but all costs will be covered by the customer.

Replacement parts are available after the warranty period as well for all appliances we sell.

European manufacturers warranty

All appliances are coming with 1 or 2 years manufacturers warranty. Unfortunately most of the times manufacturer distributors (eg. Siemens Australia) from outside the EU do not cover manufacturer warranty, unless the item is bought in their country. Because of this we strongly recommend to take one of our warranty/guarantee options.


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