KPH Supplies – Warranty Policy

KPH Supplies is committed to quality and customer satisfaction. This Warranty Service Policy explains the warranty coverage and service process for all catering equipment and kitchenware purchases, including new and second-hand products. It outlines what is covered (and what is not), how to obtain service, and your rights under Australian Consumer Law. All warranty benefits described here are provided in addition to the rights and remedies you have under Australian consumer protection laws.
Applicable To: All products sold by KPH Supplies in Australia, including KPH-branded items, supplier-branded items, and second-hand units.

Last Updated: April, 2025

1. Warranty Coverage

1.1 New Products - 12-Month Standard Warranty

All new products purchased from our website come with a standard 12-month warranty (1 year) from the date of purchase. This covers defects in materials and workmanship under normal use. We will repair or replace (at our discretion) any new product that develops a manufacturing fault within this period at no charge for parts or labor.

1.2 Extended Manufacturer Warranties (Select Products)

Some products may include a longer manufacturer’s warranty provided by the supplier (e.g. 2-year or 3-year coverage on specific items). We will honor and facilitate any valid extended warranty offered by the manufacturer. Details of extended warranties (if applicable) are typically listed on the product page or documentation.

1.3 Second-Hand Products – 6-Month Warranty

All second-hand or refurbished units sold by us are covered by a 6-month warranty from the date of purchase. This covers defects in materials and workmanship, taking into account the item’s age and condition.

1.4 Conditions

Warranty applies to the original purchaser only and is non-transferable.
Proof of purchase (e.g. invoice) is required for any claim.
Replacement products continue the original warranty period unless otherwise stated by the manufacturer.

2. Service and Repair Logistics

2.1 Back-to-Base Warranty Process

Our standard warranty service requires the product to be returned to us or an authorized service partner for assessment. Customers are responsible for securely packaging and shipping the item to the designated location. After inspection, we will repair the item or provide a replacement, and then arrange for its return.

2.2 On-Site Service for KPH-Branded Products

For selected products under the KPH brand, we may offer on-site repair services where practical. This applies mainly to large or difficult-to-transport items and is subject to location and service availability. If on-site support is not available, we will coordinate an alternative solution such as return-to-base or referral to a service partner.

2.3 Manufacturer-Supported On-Site Service

Some third-party brands include their own on-site service provisions. Where applicable, we will assist in coordinating service calls with the supplier’s authorized technician. If on-site repair is not included, the item will need to be returned as per our standard back-to-base process.

2.4 Customer Support Availability

We provide free remote assistance through phone or online channels to help diagnose and resolve issues. Many problems can be fixed with basic troubleshooting. If not, our team will guide you through the steps to arrange a warranty repair or service.

2.5 Freight and Service Expenses

Customers are responsible for delivering the item to us for warranty evaluation. If the product is confirmed to be faulty under warranty, we will cover the cost of returning the repaired or replaced item. For on-site visits, there is no charge unless the fault is found to be outside warranty conditions (in which case a service fee may apply).

3. What Is Covered

3.1 Faults Due to Manufacturing Defects

Our warranty covers issues that result from manufacturing flaws or substandard materials under normal, intended usage.

3.2 Inclusions Under Warranty

If a product develops a fault during the warranty period due to a manufacturer defect, we will either repair the product or offer a replacement at no cost. This includes:

Replacement of faulty parts
Labor costs involved in the repair
Full unit replacement if the item is deemed beyond repair

3.3 Warranty Period Application

The fault must occur within the valid warranty period—12 months for new items, 6 months for second-hand. If a previously repaired item fails again from the same issue during this time, it will still be covered.

4. What Is Not Covered (Exclusions)

4.1 Improper Use or Mishandling

Any damage caused by misuse, abuse, overloading, incorrect operation, or failure to follow the manufacturer’s instructions is not covered.

4.2 Wear and Tear or Consumable Components

Items that naturally degrade over time or require regular replacement—such as bulbs, seals, blades, fuses, batteries, filters, etc.—are not included unless the failure is caused by a manufacturing defect.

4.3 Poor Maintenance or Incorrect Cleaning

Damage due to neglecting routine maintenance or using inappropriate cleaning methods or chemicals is excluded from coverage.

4.4 Incorrect Installation

Warranty is void if the product is not installed or connected correctly, or if the installation was not carried out by a licensed professional where required (e.g. electrical or plumbing work).

4.5 Unauthorized Modifications or Repairs

Any alterations, tampering, or repair attempts made by unauthorised individuals or the use of non-genuine parts will void the warranty.

4.6 Accidental or Environmental Damage

Issues arising from external events such as power surges, fire, flooding, theft, or other natural disasters are not covered under this warranty.

4.7 Usage Outside of Intended Purpose or Location

Using domestic equipment in commercial environments or using the product outside of Australia may void the warranty.

4.8 Bonus Accessories or Consumables

Complimentary or bundled accessories are not covered unless they are faulty from the outset. Regular use items such as printer paper, water filters, or cookware are considered consumables.

5. How to Lodge a Warranty Claim

5.1 Ensure Safety

If the product poses a risk (e.g. smoke, sparks, etc.), stop using it immediately and disconnect it if applicable.

5.2 Gather Relevant Information

Collect your proof of purchase, note down the product name and model, serial number (if applicable), and describe the fault clearly. Include photos or videos if possible.

5.3 Contact Our Support Team

Reach out to our customer support via phone or our website. Refer to Section 7 for contact hours and details. Our staff may first walk you through basic troubleshooting steps.

5.4 Warranty Evaluation

If the issue can’t be resolved remotely, we will open a case and provide an RMA (Return Merchandise Authorization) if applicable. We’ll explain the return process or arrange on-site service if eligible.

5.5 Repair or Replacement

Upon receiving the item (or a technician visit), we will assess the issue. Valid claims will be repaired or replaced free of charge. If parts are unavailable or repair isn’t possible, we will offer an equivalent replacement.

5.6 Non-Warranty Cases

If the issue is found to fall outside warranty coverage, we will inform you of the outcome and provide a paid repair option if you choose to proceed.

5.7 Returning the Product

We will arrange the return of the repaired or replacement product to you. Pickup or collection may also be arranged based on your location and preference.

5.8 Post-Service Support

If the issue returns, please let us know immediately. Any replaced components remain covered for the remainder of the original warranty period.

6. Your Rights Under Australian Consumer Law

6.1 Statutory Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These include your right to:

A replacement or refund for major failures
Compensation for other foreseeable losses or damages
Repair or replacement for goods that fail to meet acceptable quality standards, even if the failure is not major

6.2 Major vs Minor Failures

You are entitled to choose a refund or replacement if the fault is serious or affects the fundamental function or safety of the item. For minor faults, we will first attempt to repair the product within a reasonable timeframe.

6.3 This Warranty Is Additional

The benefits offered by KPH Supplies under this policy are in addition to your legal rights under the ACL. If there’s ever a conflict between this policy and your rights, the Australian Consumer Law prevails.

7. Contact & Support

KPH Supplies – Warranty Support

Phone: 1300 454 417
Submit a Warranty Request [Here].
Support Hours:
- Monday to Friday: 9:00am – 7:00pm (AEST)
- Weekends & Public Holidays: 10:00am – 4:00pm (AEST)

When contacting us, please have your order number and product details ready. Our team aims to respond to all inquiries within 24 hours.

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Warranty Policy