Warranty and Returns
Warranty and Support for Harvest Right Freeze Dryers
Warranty: A 1-year warranty applies to the Harvest Right PRO Home Freeze Dryers and vacuum pump (premier oil vacuum pumps and oil-free vacuum pumps). Warranty eligibility is determined by Harvest Right and honoured by freezedryers.com.au for manufacturing faults. User error is specifically excluded. Comprehensive instructions and support videos are available online to help you avoid common issues. Spare parts can be shipped to resolve most problems, ensuring minimal downtime for your freeze dryer.
Warranty Exclusions:
- Any modifications or add-on aftermarket accessories will void the warranty.
- Consequential or incidental damages such as property damage and incidental expenses resulting from any breach of this written or any implied warranty.
- Service calls not involving malfunction or defects in workmanship or material.
- Damages caused by unauthorized service providers.
- Parts other than Harvest Right repair parts or parts obtained from suppliers other than Harvest Right personnel.
- External causes such as abuse, misuse, inadequate power supply, or acts of God.
- Products with original serial numbers that have been removed or altered.
- Using an extension cord instead of a direct line connection to the available power supply.
- Claims for personal injuries, incidental or consequential damages, or economic loss (profit or revenue), however caused.
- The warranty does not apply if you are not the original owner of the freeze dryer.
For more details, visit FAQs or contact freezedryers.com.au customer service.
Support: Harvest Right has a policy that all questions, concerns, and tickets are handled by their customer service. Harvest Right will determine when a machine needs to be returned for service, repair, or refund. Most issues can be easily resolved via email with the Harvest Right technical team – please submit a Harvest Right support ticket through this page: https://odoo.harvestright.com/helpdesk-ticket
Warranty and Support for Cryonaut Freeze Dryers
Warranty
Cryonaut believes in selling long-lasting quality products. This is why we offer a 1-year full warranty and a 3-year limited warranty on their products. We also offer customer support in case you need help setting up your machine.
Full One-Year Warranty
The one-year full warranty starts at the shipping date of the product concerned. We offer free repair and/or replacement of any defective part related to the conception of the product. Refer to the ''Customer's Responsibilities'' for more details.
Please note that the customer may be responsible for part replacements in case of negligent use of the product.
Limited 3-year warranty
The limited warranty is eligible from the second year to the end of the third year following the original ship date. We offer free repair and/or replacement of any part defective related to the conception of the product. Refer to the ''Customer's Responsibilities'' for more details.
During that period, the customer is responsible for the transportation fees needed in the process.
Please note that the customer may be responsible for part replacements in case of the neglect of the product.
Customer's Responsibilities
The customer is responsible for the following elements:
1. Proper use of the appliance in accordance with the instructions provided with the product.
2.Proper installation in accordance with the instructions provided with the appliance and in accordance with all local electrical codes.
3. Proper connection to a grounded power source of adequate voltage, replacement of blown fuses, repair of loose connections or defects in house wiring.
4. The appliance must be operated in a clean open area that has plenty of airflow and is not above 30°C (85°F) or below 4°C (40°F).
5. Damages to the appliance during or after installation. Do not lift the unit by holding onto the acrylic door.
6. Properly maintaining and operating the freeze dryer and vacuum pump according to the instruction’s manual.
7. Ensuring freeze-dried food, or other freeze-dried material, are completely dry prior to packaging.
8. Ensuring proper, durable containers are used. Containers, once sealed, must not allow water or air to penetrate them.
9. Ensuring sufficient/proper, fresh oxygen absorbers are included in the sealed container with the freeze-dried material. They must not have expired or been exposed to the air prematurely for too long of a time.
Exclusions
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Any modifications or add-on after-market accessories will void the warranty in its entirety.
2. Consequential or incidental damages such as, but not limited to, property damage and incidental expenses resulting from any breach of this written or any implied warranty.
3. Service calls which do not involve malfunction or defects in workmanship or material.
4. Damages caused by services performed by persons other than authorized by freezedryers.com.au or Cryonaut.
5. Parts other than Cryonaut repair parts or parts obtained from suppliers other than Cryonaut's personnel.
6. External causes such as abuse, misuse, inadequate power supply, or acts of God.
7. Products with original serial numbers that have been removed or altered and cannot be readily determined.
8. Using an extension cord instead of direct line connection to available power supply.
9. Claims for personal injuries, incidental or consequential damages, or economic loss (profit or revenue), however caused.
10. If you are not the original owner of the freeze dryer, the warranty no longer applies.
Need more details?
Should you have any question about our privacy policy or if you would like to exercise any of the rights available to you, please email us at sales@freezedryers.com.au
Warranty and Support for Stay Fresh Freeze Dryers
The freeze dryer (vacuum pump included) is covered by a one-year limited warranty.
Customers are responsible for shipping, handling, packing, return postage, and insurance of the freeze dryer and parts. For one year from the date of delivery, Stay Fresh Technology LLC, at its option during the warranty period, will diagnose and send any replacement parts of the freeze dryer that prove to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions. In addition, the refrigeration system of the freeze dryer (compressor, condenser, evaporator, etc) is covered by a two through three-year limited warranty. During the second through third year from the date of delivery, Stay Fresh Technology LLC, at its option during the warranty period, will diagnose and send any replacement parts of the refrigeration system which have proven to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions.
Warranty Exclusions:
- Any condition resulting from incorrect or inadequate maintenance or care.
- Damage resulting from misuse, abuse, negligence, accidents, transportation damage, inadequate power supply, fires, or acts of God.
- Dissatisfaction due to buyer’s remorse.
- Normal wear and tear, e.g., scratches on the acrylic door.
- Damages incurred during assembly or maintenance.
- Products with original serial numbers that have been removed, altered, or cannot be readily determined.
- Product that has been transferred from its original owner to another party.
- Any modifications, changes, or improper use of the freeze dryer.
- Damages caused by: services performed by unauthorized service companies; use of parts other than genuine parts provided by Stay Fresh Technology LLC or parts obtained from persons other than authorized service companies.
Stay Fresh Technology LLC shall not be liable for consequential or incidental damages such as property damage and incidental expenses resulting from any breach of this written limited warranty or any implied warranty. Some states and provinces do not allow the exclusion or limitation of incidental or consequential damages, or limitations on the duration of implied warranties, so these limitations or exclusions may not apply to you. This written warranty gives you specific legal rights. You may also have other rights that vary from state to state.
Claim Procedures:
- Claims for missing parts must be made within 60 calendar days after the merchandise is received.
- Any claim for defective merchandise returns must be packed in original packaging.
- We reserve the right to specify that items be returned to the original warehouse for inspection or be inspected by our representative in the field.
- Pictures are required to claim defective merchandise, along with a copy of the original invoice.
- If the claim is justified, the item(s) or part(s) will be repaired or replaced, or a credit will be issued. It is our policy to replace parts whenever possible.
If you need service, keep your receipt, delivery slip, or some other appropriate payment record to establish the warranty period should service be required. If service is performed, it is in your best interest to obtain and keep all receipts. Service under this warranty must be obtained by contacting freezedryers.com.au. Obligations for service and parts under this warranty must be performed by Stay Fresh Technology LLC or an authorised service company. Product features or specifications as described or illustrated are subject to change without notice.