Warranty Information & Service Requests

At Commercial Kitchen Store, we stand by the quality and durability of the products we sell. We aim to provide reliable support to ensure your commercial kitchen equipment continues to perform at its best. Below is an overview of our warranty policies, manufacturer support, and service request process.

 

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1. Manufacturer Warranty Support (Recommended First Step)

Many products sold by Commercial Kitchen Store are backed by manufacturer warranties. In most cases, warranty claims and servicing can be handled directly through the manufacturer for faster resolution.

We strongly recommend contacting the manufacturer directly using the information provided below to register your product, request service, or troubleshoot warranty-related issues.

Below is the contact information for key manufacturers we work with:

• Simco: 

• Brands: Atosa, Cookrite, MixRite, Jasper, Simcohood

• Phone: 1300 883 888

• Email: info@simcogroup.com.au
  
  

• Federal Hospitality Equipment:

• Brands: Asber, Axwood, BakerMax, Benchstar, Bezzera, Blizzard, Bonvue, ConvectMax, Dito Sama, Electmax, F.E.D, F.H.E, Fagor, FED, FED-X, FryMAX, GasMax, ItaliaCool, Kingo, Matador, Mazzer, Modular Systems, Primax, Prismafood, Prometek, ROBOCHEF, Sunmixer, TECNODOM, Thermaster, Tyrone, VC, Yasaki,

• Phone: 1300 887 055

• Email: service@fedservices.com.au

• Products Registration link: https://www.foodequipment.com.au/product-registration-au

• Service Request: https://www.foodequipment.com.au/fed-service-request 

• 3Monkeez

• Brands: 3Monkeez

• Phone: (02) 9627 6111

• sales@3monkeez.com.au 

• Products Registration link: https://3monkeez.com.au/register-products

• Service Request: https://3monkeez.com.au/service-request

• AG Equipment

• Brands: AG Equipment

• Phone: (03) 9416 4667

• Email: service@agequipment.com.au

• Warranty form: https://cdn.shopify.com/s/files/1/0691/8979/6126/files/AG_Equipment_warranty_claim_form_2506.pdf 

• B+S

• Brands:  B+S Black, K+

• Phone: (03) 9469 4754

• Email: info@bscommercialkitchens.com

• Warranty Activation form: https://bscommercialkitchens.com/submit-your-warranty-activation-form/

• Service Request: https://bscommercialkitchens.com/request-a-warranty-service-call/ 

• BioPak

• Brands: BioPak

• Phone: 1300 246 725

• Blastwash

• Brands: Blash Wash, Washmaster

• Phone:1300 347 944 

• Service Request: https://www.rhima.com.au/request-a-service-call/ 

• Bromic Refrigeration

• Brands: Bromic, Jordao, Matrix, Simeg, Zanotti

• Phone: 1300 276 642

• Coffee Machine Technologies

• Brands: Astoria, Isomac, Mazzer, Slayer, Wega

• Phone: (03) 9335 2293

• Service Request: https://coffeemachinetechnologies.com.au/service/ 

• Comcater

• Brands: Rational

• Phone: 1800 810 161

• Products Registration link: https://www.comcater.com.au/service/register-your-equipment/ 

• Service Request: https://www.comcater.com.au/service/#:~:text=For%20urgent%20fixes%2C%20please%20call,Hotline%20on%201800%20810%20161. 

• FSM

• Brands: Asahi, Bonn, Granitime, Hatco, Vinotemp, VITO

• Phone: (03) 9368 2300

• Service Request:  https://fsm-pl.com.au/book-a-service/ 

• Hoshizaki

• Brands: Hoshizaki Ice Makers, Hoshizaki Refrigeration

• Phone: 02 9741 9700
  
  

• ICE (International Catering Equipment)

• Brands: Anvil, Butcherquip, Ceado, Glacian, Hamilton Beach, ICE, Inomak, Mecnosud, Musso, Nemco, Orved, RGV, Saro, Sayl, Skymsen, Technocrio, Tre Spade

• Phone: (02) 8372 0800

• Products Registration link : https://www.internationalcatering.com.au/register-your-product/ 

• Service Request: https://www.internationalcatering.com.au/warranty-claim/ 

• J.L. Lennard

• Brands: Ayrking, Frigomat, Henny Penny, Pratica, Retigo, Somerset, Taylor, XLT

• Phone: 1800 777 440

• Middleby

• Brands: ESWOOD, Goldstein, Houno, Invoq, Lincat, Mercury, Middleby Marshall, Pitco

• Phone: 1800 013 123

• Products Registration link : https://registration.mendrhub.com/ 

• Service Request: https://booking.mendrhub.com/?tenantid=13101219-4e99-4aa1-9184-7560dd1bc280&tid=0d95fb74-2828-43f0-9108-b91c9f874190 

• Moffat

• Brands: Blue Seal, Cobra, Convotherm, FastFri , Friginox , Merrychef , Metos, Paramount , Rancilio, Rieber, Scotsman, Turbofan, Waldorf, Wexiodisk

• Phone: 1300 263 107

• Service Request:  https://www.moffat.com.au/lodge-service-booking-form 

• Roband

• Brands: Dipo, Hallde, Noaw, Robalec, Roband, Robatherm, Vitamix

• Phone: 1800 268 848

• Email: warranty@roband.com.au

• Robot Coupe

• Brands: Robot Coupe

• Phone: 02 9478 0300

• Products Registration link : https://www.robot-coupe.com/australia/en_AU/service 

• Skipio

• Brands: Skipio

• Phone: (02) 8798 5061

• Email: service@skipio-australia.com

• Skope

• Brands: Skope, ITV, Irinox

• Phone: 1800 121 535

• Stoddart

• Brands: Adande, Airex, Anets, Culinaire, Giorik, Halton, Metro, Simply Stainless, Stoddart Plumbing, Synergy, Woodson

• Phone: 1300 307 289

• Unox

• Brands: UNOX

• Phone: (03) 9876 0803

• Uropa

• Brands: Apuro, Bolero, Caterlite, Eazyzap, Hygiplas, Jantex, KitchenAid, Polar, Rowlett, Sammic, Thor, Vogue, Waring

• Phone: 02 4648 7887

• Email: warranties@uropa.com.au

• Service Request: https://booking.mendrhub.com/?tenantid=0d95fb74-2828-43f0-9108-b91c9f874190&tid=13101219-4e99-4aa1-9184-7560dd1bc280 

• Williams

• Brands: Williams

• Phone: 03 8787 4747

• Winterhalter

• Brands: ClessEQ, Winterhalter

• Phone:  02 9645 3221

• Email: service@winterhalter.com.au

• Blaston 

• Brand: ACAION , ACAIPRO

• Phone: 0455292727 

For other brands, please refer to the product manual or contact us for assistance.

2. Commercial Kitchen Store Warranty Support

If you are unable to reach the manufacturer or require assistance from our team, we’re here to help.

What We Cover

• Standard Warranty: Covers defects in materials and workmanship under normal use (parts and labour).
  

• Extended Warranty: Extended warranties are offered directly by the manufacturer. We do not offer or sell extended warranties on our end.
  To qualify, you must register your product on the manufacturer’s website. Please refer to the product documentation or visit the links above.
  
  

Note: Warranty coverage begins from the date of purchase listed on your receipt or invoice.

 

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3. What’s Covered & What’s Not

Included:

• Manufacturer defects
  

• Faulty components under intended design / use
  

• Repairs or replacement (as per manufacturer decision)
  
  

Not Covered:

• Misuse, abuse, modifications or unauthorised repairs
  

• Wear & tear, consumables (filters, belts, etc.)
  

• Freight damage (Must report within 48 hours of receiving the goods)
  

 

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4. How to Request Warranty Service Assistance (via Commercial Kitchen Store)

Step-by-Step:

1. Contact Us:
   Email sales@commercialkitchenstore.com.au or call 1300-111-901 to receive a Warranty Service Request (WSR) number.
   

2. Provide Details:
   

• Your contact info

• Product model and serial number

• Description of the issue

• Photo / Video evidence

• A copy of your receipt/invoice or Order reference Number
  
  

3. Assessment & Scheduling:
   We will assess your case and coordinate with the manufacturer or service agents. If eligible, we’ll help you book a service appointment or initiate return instructions.
   
   

 

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5. Shipping Instructions for Warranty Returns

If a return is required:

1. Pack the Item:
    Use original packaging or similar protective materials. Include all accessories and documents.
   

2. Shipping Costs:
   Customers are responsible for return shipping costs. We do not provide return shipping labels.
   

3. Label Clearly:
   Include your WSR number inside the box and write it on the outside of the package.
   

4. Delivery Options:
   

• Ship to the address provided in your warranty approval email.
  

• OR Drop off the product at our designated warehouse/depot if applicable (details will be provided).
  

 

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6. Out-of-Warranty Service

If your item is no longer covered by warranty or the issue falls outside the warranty terms, we still offer paid repair services. Contact us to discuss options and costs.

 

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7. FAQs

Q: How long does it take to process a warranty claim?
A: Most warranty claims are resolved within 7–14 business days, depending on the complexity of the issue and the manufacturer’s response time.

Q: Can I purchase an extended warranty through Commercial Kitchen Store?
A: No. Commercial Kitchen Store does not offer or sell extended warranties.
Extended warranties are offered directly by manufacturers. To access extended coverage, please register your product on the manufacturer's website shortly after purchase. Links to registration pages can be found in the "Manufacturer Warranty Support" section above.

Q: What if my product arrives damaged during shipping?
A: Please contact us within 48 hours of delivery. We will help you file a claim with the shipping carrier and, if applicable, arrange a replacement.

Q: What documents do I need to submit a warranty request?
A: You’ll need:

• Proof of purchase (invoice or receipt)
  

• Product model and serial number
  

• Description of the issue
  

• Photos or videos (if applicable)
  
  

Q: Can I contact the manufacturer directly for service?
A: Yes, and we actually recommend contacting the manufacturer directly for faster service. Most offer online service request forms, phone support, and product registration for extended warranties.

Q: Who pays for return shipping during a warranty claim?
A: Customers are responsible for all return shipping costs. We do not offer prepaid return labels.

Q: Can I drop off my product instead of shipping it?
A: In some cases, drop-off at a designated warehouse or depot may be arranged. Drop-off availability will be confirmed as part of the warranty approval process.

Q: What if my warranty has expired? Can I still get service?
A: Yes. We offer out-of-warranty repair services. Contact us with your product details and the issue, and we’ll provide a quote or connect you with the right service provider.

Q: How do I know if my product is still under warranty?
A: Warranty coverage starts from your date of purchase. Refer to your invoice and check the product’s warranty period (usually listed in the product manual or manufacturer's website).

Q: What is not covered by the warranty?
A: Warranties do not cover:

• Misuse, abuse, or unauthorised repairs
  

• Cosmetic damage and normal wear & tear
  

• Consumables (e.g., filters, belts)
  

• Damage caused by shipping (report separately within 48 hours)

 

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8. Contact Us

Need help or have questions?

Email: sales@commercialkitchenstore.com.au
Phone: 1300-111-901

Our team is here to support you.