Warranty Policy

Please be aware that we are only responsible for the after-sales service of CaterWorks brand. Any other brand, please refer to the contact list here.

1. Warranty Period:

Our new products are warranted (parts and labour) against workmanship failure or material defects arising from normal use for 12 months from the date of purchase unless arranged with longer period at purchase time between customer and CaterWorks. Cables are excluded from this warranty. Shipping and Labour charges are not included in this warranty. We will replace or repair at our discretion any item found to be defective in materials or workmanship. This warranty applies only to the original purchaser, residing in Australia, and is not transferable.

2. What is not covered:

- Normal wear and tear, and items which wear out as a result of usage include but are not limited to gaskets, filters, oil, fuses, heating element, lamps, batteries, handles, locks, hinges.
- Breakage of glass or plastic components of the goods.
- Any damage or failure of the goods as a consequence of not removing packaging and transport materials before use
- Product power leads and connection hoses.
- Damage arising from abnormal use, or abuse; such as using the item for something other than the intended purpose or overloading of motors and stripped gears as a result of exceeding the maximum listed capacity of the machinery.
- Products which have not been maintained (for example, filters/ condensers not regularly cleaned or parts not maintained by lubricant), or which have been modified.
- Damage to packaging only;
- Insignificant minor variations in dimensions, colour, grain or finish; and
- Goods which have not been installed by certified personal or not in accordance with Caterworks’s or manufacturer’s specifications
- Extraordinary and unforeseeable events like voltages surges, irregular electric power supply, natural events and disasters, riots, etc
- Damage caused to goods due to improper use of cleaning agents, detergents, bleaches or other chemical additives or agents of corrosive nature
- Goods not placed level or not positioned properly in relation to the clearance, heat/cold sources and airflows
- Refrigeration fans, condensers and units not been properly maintained, kept clean and free of blockage at all times. Bench fridge and freezers must be placed no nearer than 10cm to wall or other equipment.
- Damage to controllers due to user’s negligence, such as messing up with controller settings, liquid dripping or other wet damage.
- Equipment which has been opened serviced or modified without Caterworks’s prior consent.
- Carelessness, negligence or use other than that for which the goods are designed.
- Items located outside of Australia.
- Items no longer in the position of the original invoicee/owner (ie: warranties are not transferable).
- Damages caused by the product resulting in the failure of the product to perform, any loss of goods or products, delay in shipment including any lost profits or savings, business interruption, loss of use or any other commercial or economic loss of any kind or, special, incremental or consequential damages.
- Any personal injuries, damage to our failure of the product or any other loss due to accident, misuse, neglect, abuse, normal wear, improper assembly or improper maintenance.

3. How to claim

3.1 Proof of purchase is required for any warranty claim. An official invoice from us is the only means by which proof of purchase can be accepted.

3.2 Back to base warranty applies to any small items that can be carried in a standard vehicle which means customers are responsible to return or send via pre-paid freight (at customer’s expense) to the place where it is purchased from.

3.3 We recommend you to claim your warranty online. Otherwise, you can email us to service@caterworks.com.au or call us as well.

3.4 Please also provide additional photos and/or videos of the issues so that we can quickly arrange the right solution.

3.5 In the case that we highly suspect the problem might be caused by users’ negligence or improper use or wrong installation or lack of maintenance or any other issues which is not covered under warranty, customers must pay $150.00 + GST bond before our technician attend the site. Upon inspection of the equipment, should the item be found not faulty or the required repair is not covered under warranty, the customer will be liable to pay for the serviceman inspection and any subsequent costs such as freight, travel, transport and part costs. However, the total amount will be fully refunded within 2 working days as soon as a technician confirms that the item is faulty or the required repair is covered under warranty.

4. Onsite warranty applies to large items which could not be carried in a normal vehicle and will only be undertaken during normal business hours (Mon. to Fri. 9:00am ~ 5:00pm, except for public holidays). Travel costs incurred are limited to 50km from our company or from our supplier where the goods are purchased from.

5. For any fragile parts claim such as glass and plastic components, please check your item upon its arrival and report any damage or breakage to CaterWorks within 48 hours. Otherwise, the warranty for the glass or other fragile parts is voided.