A: For saunas:
Kylin offers different policies depending on whether you're purchasing an indoor or outdoor sauna. For indoor saunas, we provide a 5-year product warranty and a 1-year labor warranty for residential use. As for outdoor saunas, we offer a 3-year parts warranty and a 1-year labor warranty for residential use. 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. 
The labor warranty covers the cost of labor to replace defective or damaged parts as warranted within the specified period and service areas. Our service area is within 50km of Blackburn VIC and Sydney NSW.

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. 

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 applies only to products purchased directly from Kylin or an authorized dealer. It does not apply to products that have been modified, altered, or repaired by unauthorized parties. Kylin is not responsible for any incidental or consequential damages that may result from the use or misuse of our products.

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.