Warranty Policy
Warranty Period
| Sauna Warranty | Purpose | Structural | Parts* | Labor |
|---|---|---|---|---|
| Infrared Sauna | Residential | 5 Years | 5 Years | 1 Year |
| Commercial | 1 Year | 1 Year | 6 Months | |
| Traditional sauna | Residential | 5 Years | 2 Years | 1 Year |
| Commercial | 1 Year | 1 Year | 6 Months |
| Home & Living Warranty | Parts |
|---|---|
| Kitchen & Home Appliances | 1 Year |
| Other Home & Living Items | Not applicable; eligible for return or exchange only if there are manufacturing defects upon receipt. |
FAQ
A: For saunas:
Kylin offers different policies depending on whether you're purchasing an infrared or traditional sauna. For infrared saunas, we provide a 5-year structural and parts warranty and a 1-year labor warranty for residential use. As for traditional saunas, we offer a 5-year structural warranty, 2-year parts warranty and a 1-year labor warranty for residential use.
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Parts Warranty:
The parts warranty covers any defects in materials or workmanship or any mechanical components that may fail including the heater control, power supply, wires, and audio system. We will provide the necessary parts at no cost to you if your product is within the warranty period. If the warranty has expired, parts can still be supplied at an additional charge.
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Labor Warranty:
Our service area includes locations within 50km of Blackburn VIC, Sydney NSW, and Brisbane QLD. If a manufacturing defect is confirmed by our support team, we will send a technician to perform the necessary repairs. Please note, if man-made damage is identified upon inspection, additional on-site charges may apply. For customers in remote areas, we will provide the required parts at no cost. You can choose to either replace the parts yourself or hire a third-party handyman for assistance.
For other home and kitchen appliances:
We offer 1-year local warranty including any defects in materials or workmanship or any mechanical components that may fail.
A: For infrared Sauna:
Our warranty does not cover damage caused by misuse such as being affected by the weather placed outside, improper installation, or lack of maintenance. It also does not cover the normal deterioration of a sauna after typical and proper usage such as scratches, dents, or stains which do not affect the product's functionality.
If your sauna is not working in rare cases and needs to be repaired, please consult our experts and we will come up with the best solution for you. If needed, we will repair it for you free of charge when you are located in Melbourne. For other remote areas, we will deliver the specified parts to you free of charge. Additional charges will be applied if the damage is caused by misuse of components. Please choose carefully as we do not normally offer refunds if you simply change your mind, or for health reasons if the sauna has been used. A 20% restocking charge may be applicable.
For Rice Cooker/Slow Cooker Inner Pot
Scratching or any wear and tear of the non-stick pot coating is not covered by warranty, cracks in the ceramic inner pot due to improper use, and normal wear and tear of the rubber seal. The ceramic inner pot is a fragile item due to its natural material.Â
A: We are committed to providing you with high-quality products and excellent customer service. However, we understand that issues may arise from time to time. If you have any concerns regarding a product you have received, please don't hesitate to contact us at info@kylinaustralia.com.au. To help us assist you better, please provide us with the following details:
- Detailed description of the issue
- Photos or videos that show the suspected issue
- Proof of purchase (e.g. order confirmation or receipt)
- Serial number (if applicable)
A: Our warranty policy covers products purchased directly from Kylin or an authorized dealer. It does not extend to items that have been modified, altered, or repaired by unauthorized parties. Kylin is not liable for any incidental or consequential damages resulting from the use or misuse of our products.
We do not accept refunds or exchanges for indoor saunas damaged by weather, as they are not weatherproof and are meant to be used indoors or in covered outdoor areas, protected from the elements.
A: The time it takes to process a warranty claim may vary depending on the nature of the issue and the availability of replacement parts. We strive to resolve all warranty claims as quickly and efficiently as possible, and will keep you informed throughout the process.
A: We can supply the spare parts at additional costs if the sauna is out of warranty, we are here to provide support and assistance with repairs or replacements. The new replacement can be easily arranged and delivered to you after a detailed evaluation from our support team.
