After-Sales Service For Major Kitchen Appliances

Installation Guide

Delivery Service Policy

I.Delivery Service Rules

Pre-Delivery Preparation

Delivery Address: The delivery location should be less than 3 flights of stairs. Three or more flights of stairs will incur an additional carrying fee.

Arrival Notification: The delivery personnel will call in advance before arriving. Please clear the entire delivery path in advance and remove all obstacles. An adult must be present to sign for and accept the delivery.

Service Content on the Delivery Day

Service Includes: Appliance placement into the residence, with delivery available to a designated room indoors.

Upon delivery, please inspect the product's packaging appearance on the spot.

Delivery service does not include: product unpacking, product installation and commissioning, or old appliance removal and disposal services.

If you require official installation services, please call the service hotline to schedule an installation appointment. A professional engineer will make a second visit to provide installation and commissioning services.

II. Product Damage and Malfunction Handling

Upon delivery of the goods, please inspect the product's appearance immediately. If any damage or other issues are found, notify the delivery personnel at once.

If a return or exchange is needed, please do not sign for the problematic product. For specific return and exchange rules, please refer to the Return & Exchange Policy.

If the delivery personnel have already left, you must call the service hotline within 30 calendar days of receiving the product, to report product damage or functional malfunction (malfunction refers to the product being unable to function normally or having obvious appearance damage).

Damage or malfunctions occurring after the 30-calendar-day return period will be handled according to the product warranty terms.

For inquiries regarding warranty-related information, please call the corresponding service hotline.

Return and Exchange Service Policy

I. Return and Exchange Application Process

To request a return or exchange, please call the corresponding service hotline. Customer service will proactively assist you in providing the necessary information for return/exchange authorization. Once the return/exchange authorization is approved, delivery personnel will contact you to coordinate, schedule a pickup time, and complete the return/exchange handover.

II. Return Period Explanation

1. Within 30 Calendar Days of Receipt

Before the engineer arrives for installation, if the product remains brand new and in its unopened packaging, a no-reason return is supported within 30 calendar days of receipt.

No-reason returns are not supported after the engineer has unpacked the product on-site.

During the unboxing-installation-commissioning process, if a product quality issue is discovered, you can call the corresponding service hotline to apply for a return or exchange.

For products where installation has been completed, returns or exchanges are not supported for non-quality issues.

It is recommended that you promptly inspect the goods upon receipt and during the installation acceptance phase to check for transportation damage, appearance defects, and other issues to protect your rights.

2. Beyond 30 Calendar Days of Receipt

No return or exchange applications will be accepted. If the product experiences a non-human-caused quality issue within the warranty period, you can call the official service hotline to contact customer service and arrange for professional repair service.

III. Return Fee Rules

(I) Return/Exchange for Personal Reasons (No Quality Issue)

Only supported if the product is in its unopened box and within 30 calendar days of receipt; a no-reason return is supported.

All shipping costs incurred during the round-trip transportation of the goods shall be borne by the consumer.

(II) Return/Exchange for Product Quality Issues

Upon confirmation by customer service or professional after-sales inspection that the product has a non-human-caused quality malfunction (including unit damage, functional abnormality, component damage, factory defect, performance failure, etc.), a free return or exchange can be applied for, unrestricted by the product's condition or installation status. Related costs will be borne by us.

IV. Refund Rules

After we receive and sign for the returned product, we will complete the goods inspection and status confirmation. Once confirmed, the refund will be processed back to the original payment method within 10 business days. The actual arrival time of the funds is subject to the settlement rules of the corresponding payment platform or credit card issuing institution.

Warranty and Repair Service Policy

This policy applies to household kitchen appliance products sold in this store, covering dishwashers, range hoods, gas cooktops, induction cooktops, and steam ovens. When the product is used in compliant household scenarios, the following official warranty, repair, and spare part replacement services are available.

I. Whole Unit Warranty Standard

1. Whole Unit Warranty Period

All series products enjoy a 2-year whole unit warranty. During the warranty period, non-human-caused quality issues are eligible for free part replacement and labor repair services.

2. Wearable Parts/Accessories Not Covered by Whole Unit Warranty

The following accessories are conventional consumable parts and are not eligible for free warranty service, regardless of whether they are within the warranty period:

Dishwasher: Water inlet/drain hoses, dish basket assembly
Built-in Steam Oven: Baking tray, steaming tray, wire rack, grill rack
Gas Cooktop: Pan supports, inner/outer burner caps
Range Hood: Oil cup, decorative chimney cover

3. Warranty Commencement Rules

The warranty period starts from the original delivery date of the product, based on the valid purchase invoice or proof of purchase (the document must clearly indicate the purchase/delivery date). The product warranty period shall not be suspended, extended, or prolonged for any reason.

II. General Warranty Disclaimer

Under any of the following circumstances, the product will automatically lose eligibility for free warranty service, and only paid repair and spare part sales services can be provided:

The product is used in commercial, public, rental, or other non-household, non-domestic scenarios;
Malfunctions caused by failure to operate, store, transport, install, or perform routine maintenance and cleaning according to the product manual specifications;
Normal wear and tear, appearance aging, battery capacity decay, and other conventional consumption issues resulting from normal product use;
Malfunctions and damage caused by using non-original, incompatible consumables (detergents, dishwasher salt, rinse aid, cleaning and maintenance agents, etc.);
Damage caused by the user or non-authorized personnel privately disassembling, repairing, modifying, or altering the product structure;
Product defects resulting from intentional or negligent acts such as human impact, dropping, water ingress, external force squeezing, or corrosion;
Equipment failure caused by specialized projects like electrical grid, water line, gas line, or exhaust ducting not being installed by certified professionals;
Damage caused by force majeure and external accidental factors such as natural disasters, fire, or lightning strikes;
Normal wear and tear or damage to accompanying consumables like packaging materials, manuals, mounting screws, and cleaning tools;
The product has exceeded the official whole unit warranty period.

III. Repair and Spare Part Replacement Rules Within the Warranty Period

This rule applies to products that have been received for 30 calendar days or more and are still within the official warranty period. Free after-sales repair service is provided only for non-human-caused quality issues and original factory product malfunctions.

1. Repair Request and Malfunction Handling Process

When a product malfunctions and cannot be used normally, the user can call the service hotline to initiate a repair request. Customer service will verify the product's warranty status, usage scenario, and cause of the malfunction. Upon confirming it is an original factory quality issue and not human-caused damage, we will uniformly arrange for a pickup for repair.

2. Warranty Period Cost and Material Rules

During the warranty period, the costs for pickup, round-trip transportation, and delivery for products returned to the factory for repair are all borne by us. The faulty old unit must be handed over to us for unified recycling. The user does not need to bear any disassembly, handling, repair, or parts costs.

3. Post-Repair Warranty Continuation Rules

The warranty period for a repaired product is not reset; it continues to use the remaining warranty period of the original product. All warranty rules remain consistent with the original purchase policy.

IV. Out-of-Warranty Service Rules

Malfunctions occurring after the official product warranty period has expired are not eligible for free warranty service. Users can contact customer service to inquire about paid repair, replacement-in-lieu-of-repair, and spare part replacement services. All related costs, including labor, spare parts, and logistics transportation, shall be borne by the user.

V. Service Area Restrictions

This warranty and repair service applies only to products purchased and used for household purposes within the United States and Canada. If the product is used across other North American countries or regions, this warranty policy automatically becomes void.