Contact / Enquiries:
(03) 9416 4667WARRANTY TERMS & CONDITIONS
1. Manufacturer Warranties
(a) Products manufactured or imported by Roband and Simco's CookRite ranges are covered exclusively by their respective warranty programs. AG Equipment acts solely as the retailer and bears no responsibility for the administration or execution of these manufacturers' warranties.
(b) Prior to contacting manufacturers, customers must have available:
(i) Original AG Equipment purchase receipt;
(ii) Relevant model number(s); and
(iii) Product serial number(s).
Manufacturer Contacts:
Roband:
Warranty: 1800 268 848
Service/Spares: +61 2 9971 1788
Simco CookRite:
Warranty: 1300 883 888
Terms: https://simcogroup.com.au/terms-and-condition
Registration: https://simcogroup.com.au/support
2. AG Equipment Warranty Coverage
(a) Standard warranty periods are either 12 or 24 months as specified on individual product pages, unless:
(i) An extended warranty has been registered with Simco; or
(ii) Specialised coverage is expressly stated at time of purchase.
(b) These warranties operate alongside (and do not limit) rights under the Australian Consumer Law (ACL).
3. Warranty Claim Process
(a) For damaged or faulty products:
(i) Complete the Warranty Claim Form (available for download);
(ii) Submit to service@agequipment.com.au with supporting visual evidence (photos/videos).
(b) Service Requirements:
(i) Equipment must be fully installed and operational for technician assessment;
(ii) Uninstalled/non-functional units will incur a diagnostic call-out fee $[X]; and
(iii) Back-to-base items (typically <$1000 value) require customer-funded return shipping.
4. Warranty Exclusions
The warranty does not cover:
Clause: Unauthorised Power Sources and Warranty Voidance
1. Definition of Approved Power Supply
The manufacturer's warranty for this appliance is contingent upon the unit being connected to a stable, properly earthed, and dedicated power circuit that complies with the voltage, amperage, and frequency specifications outlined in the product manual (e.g., 230V AC, 50Hz, 10A dedicated circuit).
2. Prohibition on Generator Use
Connecting this appliance to a portable generator, inverter generator, or any other temporary or auxiliary power source not permanently wired and regulated by a licensed electrician is strictly prohibited and constitutes misuse.
3. Consequences of Non-Compliance
Any connection to an unauthorised power source, including but not limited to generators, will immediately void the manufacturer's warranty. This is due to the high risk of irreparable damage caused by:
Voltage Fluctuations: Generators can produce unstable voltage (spikes, sags, or surges) that damage sensitive electronic control boards, compressors, and motors.
Frequency Instability: Inconsistent frequency (Hz) can cause motors to operate at incorrect speeds, leading to overheating and premature failure.
Inadequate Earthing: Improper earthing on portable generators creates a significant electrical safety hazard.
4. Voided Components
This voidance applies to all components that could be affected by improper power, including but not limited to:
Electronic control boards and displays
Compressors and motors
Internal wiring and relays
Any other electrical component
5. Proof of Misuse
The manufacturer reserves the right to inspect the appliance and its diagnostic logs. Evidence of power supply irregularities consistent with generator use will be sufficient grounds to deny warranty coverage. The customer bears the cost of any inspection and diagnostics that confirm unauthorised generator use.
6. No Liability
AG Equipment and the manufacturer shall not be held liable for any damage to the appliance, other property, or for any personal injury resulting from the connection of this appliance to a generator.
Q: What action MUST you take and how soon MUST you report a fault?
1. Obligation Upon Fault Detection
In the event of any operational fault, malfunction, or suspected defect (hereafter referred to as a "Fault"), the Customer is obligated to take the following immediate actions to prevent further damage and to preserve warranty eligibility:
1.1 Immediate Power Disconnection
Upon detecting a Fault, the Customer must immediately disconnect the appliance from its mains power supply. For refrigeration units, this involves:
(a) Turning the appliance's temperature control to the "OFF" position; and
(b) Physically unplugging the appliance from the wall outlet.
1.2 Prohibition of Continued Use
The Customer must cease all use of the appliance and must not attempt to restart or continue operating the unit until a qualified technician has performed an assessment.
2. Mandatory Incident Logging
The Customer must formally report the Fault to AG Equipment within 24 hours and without undue delay. To log a valid service incident, the Customer must:
(a) Contact AG Equipment via the official service channel: service@agequipment.com.au / 03 9416 4667;
(b) Provide the appliance's model number, serial number, and proof of purchase; and
(c) Provide a clear description of the Fault, including any error codes or observable symptoms.
3. Consequences of Non-Compliance
Failure to comply with Clauses 1.0 and 2.0 may result in:
(a) Voidance of Warranty: For damage that is exacerbated by continued operation post-Fault.
(b) Service Charges: The Customer may be liable for diagnostic and repair costs that could have been mitigated by immediate shutdown and reporting.
(c) Denial of Claim: AG Equipment reserves the right to deny a warranty claim if it is reasonably determined that the Customer's actions or delays contributed to the failure.
4. No Unauthorised Repairs
This clause does not authorise the Customer to perform or commission any repairs. All diagnostic and repair work must be authorized and performed by AG Equipment or its appointed service agents to maintain warranty coverage.
Q: Can I use my own technician?
All equipment under warranty by AG EQUIPMENT must be serviced in accordance with AG EQUIPMENT's policies listed in
the Terms and Conditions. Generally, we will arrange a technician to solve the issue through our service network. Occasionally we may ask our customers if they have a preferred technician who is able to carry out any servicing or warranty work. This may be the case in non-metro or areas where our manufacturer's technicians may take a long time to reach.
You may not use your own technician without prior consent from AG EQUIPMENT. Doing so WILL VOID YOUR
PRODUCT'S WARRANTY!
Some products (usually under a commercial value of $1000) have a back-to-base warranty. This means if an issue cannot be solved easily, the product must be sent back to the appropriate service centre for repairs. Back to base warranty freight fees are your responsibility and will not be borne by AG EQUIPMENT.
Q: How will my product fault be solved?
The best solution to any product fault depends on the nature of the fault itself, and each fault will be given a tailored solution to best solve your problem. The solutions available are as follows (in order of priority) – and all at no cost to you:
1. Adjustments: If the fault can be solved with a small adjustment such as to the item’s control panel, we will immediately advise you on how to do it.
2. Spare Parts: If the fault can be solved with the provision of a spare part(s) – we will immediately send you the spare part(s) - Fees may apply in circumstances.
3. Partial Refund: If the fault is merely superficial – we may offer you a partial refund or store credit in an amount commensurate with the extent of the fault, to keep the product as is and use a “Self Help” solution. This is to avoid unnecessary wastage and due to environmental considerations, and to save you time.
4. Replacement: If the fault falls within our warranty policies and can only be solved by the provision of a replacement but not a spare part – (at our discretion) we will send you a replacement as soon as possible. Please note that AG EQUIPMENT may or may not require the return of the faulty product prior to sending a replacement, (at our sole discretion).
5. Credit/Full Refund: If the fault cannot be solved with a spare part and no replacements are available within 3 weeks, and no alternative products are to your liking, we will offer you a full refund or store credit should you so choose. (The full refund will not include postage/freight fees which will be deducted from the total as per our returns policy and general terms).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a
replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if goods fail to be
deemed of acceptable quality by AG Equipment and the fault does not amount to a major failure.
Please keep in mind some helpful points:
1. Self-Help Solutions: Wherever possible – AG EQUIPMENT requires customers to use “Self Help” solutions. For example, if a minor setting needs adjustment as per a product manual or our instructions or if an electrical plug has come undone in transport, You the customer can rectify the situation quickly and effectively by following our simple solutions.
2. Packaging: The customer acknowledges that packaging or the product may be affected during delivery to the customer.
3. Visual Variations: The customer acknowledges that there may be minor variations in colour and finish as between each item, and also the corresponding images shown on the AG EQUIPMENT website (because of issues such as screen resolutions, or in-situ lighting). And also because in many cases - no two pieces of equipment are identical.
Equipment Maintenance: To best ensure the longevity of your products, please read product manuals and keep up to date with their specific maintenance schedules. For example, All refrigerators and freezers MUST have their ventilation systems regularly cleaned to ensure consistent airflow. This includes regular cleaning of the internal filters and condenser with a soft brush and blower. If used outdoors or in hot and stuffy environments, maintenance such as filter cleaning should happen even more regularly.
The manufacturer's warranty is provided under the strict condition that the appliance is installed, operated, and maintained according to the manufacturer's official specifications. Any deviation from these conditions may void the warranty.
Category 1: Installation & Site-Related Violations
1 Improper Ventilation & Clearance:
Failure to provide the manufacturer's specified minimum clearance on all sides (rear, top, sides, and front, if specified).
Installation in an enclosed cabinetry or alcove without adequate ventilation as per the manual.
Blocking ventilation grilles or condenser air intake/exhaust paths with stock, boxes, or other obstructions.
2 Unsuitable Ambient Conditions:
Operation in an ambient temperature that consistently falls outside the specified range (e.g., below 10°C or above 43°C for most models).
Installation in non-climate-controlled environments (e.g., uninsulated sheds, outdoor areas not under cover, loading docks) unless the unit is specifically rated for outdoor use.
Exposure to direct sunlight, steam, excessive grease, or corrosive fumes.
3 Electrical Supply Faults:
Connection to an incorrect voltage (e.g., connecting a 230V unit to a 415V supply) or phase (e.g., using a single-phase unit on a three-phase circuit, or vice-versa).
Failure to use a dedicated, properly earthed circuit with the correct amperage rating as specified in the manual.
Use of an undersized or damaged power cord or extension lead.
Damage proven to be a direct result of power surges, brownouts, or connection to an unregulated generator or inverter without adequate power conditioning.
4 Physical Installation Errors:
Failure to level the unit leading to door misalignment, drain issues, and compressor stress.
Installation on an unstable or non-load-bearing floor.
Modifying the cabinet, door, or structure to fit an space.
Category 2: Operational Misuse & Abuse
5 Overloading and Improper Loading:
Exceeding the maximum load capacity specified by the manufacturer.
Blocking internal air circulation vents with product, leading to inconsistent temperatures and evaporator coil icing.
Placing hot food directly inside the unit, causing the compressor to overwork.
6 Thermal and Door Management:
Consistently propping the door open or frequent, prolonged opening during service periods.
Using the unit as a pass-through between two areas of a kitchen.
Physical damage to doors, handles, hinges, or locks from impact or slamming.
7 Improper Use Case:
Using a standard refrigerator for purposes it was not designed for, such as rapid cooling (blast chilling) or storing volatile or flammable chemicals.
Operating the unit in a mobile application (food truck, van, trailer) unless it is a model explicitly designed and warranted for mobile use.
Category 3: Maintenance Negligence
8 Failure to Clean Critical Components:
Condenser Coils: Allowing dust, grease, and debris to accumulate on the condenser coils, leading to compressor overheating and failure. (This is a primary cause of voidance).
Drain Line and Pan: Neglecting to clean and sanitize the condensate drain line and drain pan, resulting in blockages, overflows, water damage, and microbial growth.
Door Seals: Failure to regularly clean and inspect door gaskets for integrity, leading to energy loss and compressor strain.
Interior and Shelving: Accumulation of spillages, food residue, or ice buildup that impacts performance or causes corrosion.
9 Ignoring Alerts and Error Codes:
Continuing to operate the unit while it is displaying an error code or alarm without seeking professional service.
Category 4: Unauthorised Modifications & Repairs
Tampering with the Sealed Refrigeration System:
10 Any attempt to repair, modify, puncture, or braze components of the sealed system (compressor, condenser, evaporator, capillary tube, all interconnecting pipes) by anyone other than a manufacturer-authorised technician.
11 Use of Non-Original Parts:
Installation of non-OEM (Original Equipment Manufacturer) or incompatible parts, including thermostats, fans, and relays.
12 Cosmetic or Structural Modifications:
Repainting the cabinet with non-approved paints.
Drilling into, cutting, or otherwise altering the internal or external cabinet.
Removing or defacing the product's serial number and rating plate.
Category 5: External & Force Majeure Events
13 Acts of God and Accidents:
Damage resulting from fire, flood, lightning (unless due to a manufacturer defect), earthquake, vermin or insect infestation, or other "Acts of God."
Damage from any form of impact, collision, or vandalism.
Damage incurred during customer-facilitated relocation of the unit.
14 Water or Chemical Damage:
Internal or external damage from improper cleaning chemicals, high-pressure water hoses, or steam cleaners used on electrical components or insulation.
Category 6: Administrative & Procedural
15 Failure to Provide Proof of Purchase:
Inability to present a valid, dated invoice from an authorised retailer as proof of warranty period.