Refund & Warranty Policy
Every commercial kitchen investment deserves absolute clarity. We stand behind our machinery with a comprehensive 1-Year Commercial Warranty and a clear, structured return protocol.
Covers motors, transmissions, gearboxes, and electrical contactors against manufacturer defects.
Inspect your crating upon delivery from Port Klang and report any transit issues within 7 calendar days.
Direct factory parts support from Pure Support Sdn Bhd and D&S Exports engineers.
1. 7-Day Arrival Inspection & Transit Claims
Because commercial foodservice machinery involves heavy crating and specialized freight logistics, we require all buyers to perform a visual and functional inspection upon handover:
- Visual Crating Check: Inspect the wooden pallet, carton, or protective shrink-wrap before signing the driver's delivery manifest. If obvious exterior damage is observed, make a clear note on the delivery receipt.
- 7-Day Notification: If concealed physical damage, missing components, or shipping discrepancies are discovered after uncrating, notify us within seven (7) calendar days of receiving delivery via email (order@nextkitchen.com.my) or WhatsApp (+60 16-274 3907) with photographs of the unit and its serial number plate.
2. Return & Exchange Eligibility Criteria
To qualify for a commercial return or replacement:
- The item must be unused, uninstalled, and free from food contact. Machinery that has been plumbed, hard-wired into power, or operated with food ingredients cannot be accepted for return due to food safety hygiene standards.
- The equipment must retain all original packaging, crating pallets, user manuals, accessories, and certification tags.
- Custom-built equipment, special overseas indent imports, or tender models explicitly designated as non-returnable prior to purchase are eligible for warranty servicing only.
- Approved returns for client change-of-mind (e.g. incorrect equipment sizing chosen by buyer) may incur a 15% restocking fee to cover warehouse inspection and recrating, plus actual round-trip freight charges.
3. 1-Year Commercial Warranty Details
All brand-new machinery supplied by Next Kitchen is backed by an official 1-Year Commercial Warranty covering electrical and mechanical defects from factory manufacture:
- Drive motors and gear transmissions.
- Planetary & spiral mixer mechanical heads and speed selectors.
- Dough sheeter bidirectional conveyor motors and digital controllers.
- Heating elements, relays, and industrial contactors.
- Genuine manufacturer replacement parts and technician labor at Port Klang facility.
- Wear-and-tear consumables (belts, blades, rubber seals, bulbs, gaskets).
- Damage from incorrect electrical connection (wrong voltage/phase or reverse motor spin).
- Power surges, lightning, or lack of commercial surge suppression.
- Operator misuse, overloading machine capacity, or improper lubrication.
- Scale buildup due to untreated hard water supply.
4. Refund Processing & Disbursement
Once an authorized return arrives at our Port Klang Central Warehouse, our technicians will inspect and verify the equipment within three (3) business days.
Upon approval, refunds are issued back to the original method of payment:
- FPX Online Banking: Refund credited directly to the remitting corporate/personal bank account within 5 to 10 business days.
- Credit / Debit Cards: Reversal executed via Stripe to the cardholder account within 5 to 14 business days depending on the issuing bank.
5. How to File a Warranty or Return Claim
- Locate your Order ID (found on your official tax invoice or confirmation email) and the serial number on the equipment nameplate.
- Take 2–3 clear photos or a short video demonstrating the issue or physical defect.
- Contact our engineering and support department via:
- Email: order@nextkitchen.com.my
- WhatsApp Hotline: +60 16-274 3907
- Our engineering team will assess your claim within 24 business hours to arrange warranty parts dispatch, on-site service evaluation, or warehouse exchange.