Warranty

Warranty Policy

Please be aware that we are only responsible for the after-sales services of Chill-O-Matic and Glead brand. For any other brand, please refer to the following list.

Reporting a fault

To report a fault and arrange a repair, please scan the QR code suitable for your phone to download our self-service APP.
If you have any difficulties, please contact their support centre on 1300 225 960.

How to report a fault

Scan the relevant QR code below with a smart device to download the Uropa App. Alternatively, visit the Uropa warranty website.

1. Scan the QR code below with a smart device to download the Uropa App

2. Follow the instructions on the Uropa App to register your product for warranty.

Report a fault

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 other specific warranties are stated on the product page at the time of sale, or you had arranged for a longer period at the time of purchase. 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 elements, lamps, batteries, handles, locks, and 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 personnel or are not in accordance with CATERWORKS’s or the manufacturer’s specifications
• Extraordinary and unforeseeable events like voltage 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 horizontally 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 fridges and freezers must be placed no less than 10cm from the wall or other equipment.
• Damage to controllers due to the user’s negligence, such as messing with controller settings, liquid dripping or other wet damage.
• Equipment which has been opened 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 Return to base warranty applies to any small items that can be carried in a standard vehicle, which means customers are responsible for returning or sending via pre-paid freight (at customer’s expense) to the place where it was purchased.

3.3 We recommend that you claim your warranty online.  Otherwise, you can email us at info@glead.au or call us.

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, lack of maintenance or any other issues that are not covered under warranty, customers must pay a $220 bond before our technician attends the site. Upon inspection of the equipment, should the item be found not faulty or the required repair not covered under warranty, the customer will be liable to pay for the service technician's 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. On-site 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 9:00 am ~ 5:00 pm, except for public holidays). Travel costs incurred are limited to 20km from our company or from our supplier, where the goods were purchased.

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.