Last updated 04/03/2024
Kexin Gas Appliances carry a 1-year warranty for manufacturing faults only. The warranty is valid from the installation date. A unit will only be replaced if the fault(s) cannot be repaired. If the unit can be repaired the relevant part(s) will be replaced and the original warranty period will remain as per the date of COC. If the unit is moved or repositioned the warranty period will main as per the original date of COC, if done so by the registered installer.
If you submit a claim/fault, please make sure you run through the “self-checks” to eliminate simple operational errors. This will avoid additional downtime or any unnecessary callout fees not related to the warranty.
When submitting a claim, the customer/installer needs to submit a full description of the issues at hand with clear videos and photos of both the fault and the installation. Kexin can then start to diagnose the situation and assess the validity of the claim. The more detail provided, the faster the resolution. Kexin cannot be responsible for delays due to unclear information.
Kexin reserves the right to request any additional information related to the installation.
Kexin does its best to ensure a positive customer experience however, Kexin reserves the right to terminate communication or negate the warranty due to profanity, mistreatment, false claims, or accusations made in person, telephonically, via email, social media, or any other way. False claims could result in legal action.
Your warranty will not be covered should any of these external factors impact the condition of your unit:
Contact your installer to verify if the issue is actually product related by checking the plumbing, the water pressure and the gas supply.
If your installer is unable to resolve the fault they need to immediately contact Kexin while on-site so that one of our team members can run through the remote diagnostic process.
If the product is within the warranty period and the fault has been diagnosed by a Kexin team member as a manufacturer fault then follow the warranty claim process by contacting or sales team.