Product Warranty & Service Policy

12-month product warranty policy

The below policy applies to products covered by a 12-month warranty. 

Flaming Coals provide a limited 12-month warranty on many of our products from the date of purchase by the original owner only.

The warranty coverage begins on the original date of purchase and proof of date of purchase or copy of the original receipt is required to validate the warranty.

High temperatures, excessive humidity, chlorine, industrial fumes, chemicals, fertilisers, pesticides, salt, and saltwater are some substances that can affect metal parts. For these reasons, the warranty DOES NOT cover rust or oxidization.

All our products have been tested and deemed suitable for domestic use only. Our products are not intended for commercial use and using these products commercially voids the warranty. 

We will endeavour to assist you with all warranty claims however if your products are NOT Flaming Coals, SNS Grills, Auspit, or EZ Branded, then we recommend you try going back to the specific manufacturer for warranty claims before approaching us at BBQ Spit Rotisseries.

The product warranty becomes void if the product shows evidence of being dropped, exposed to the elements, tampering including unauthorised attempts at repairs, mishandling, or misuses such as excessive fire or a motor not being counterweighted. The warranty does not provide coverage for repairs costs conducted by 3rd party professionals, normal wear and tear, accidental damage, and does not cover cosmetic defects or surface rust.

Stainless steel is not immune to rusting/pitting and is therefore not covered under warranty. If you live within 2km of the coastline then you should already know you need to take extra care of your products and if you live within 200m of the coast, then it is mandatory to clean/oil your products before storage.

Offset smokers are covered against defects in workmanship and materials. The coating and cosmetic defects are not covered by the warranty. Proper seasoning of the smoker is the best way to minimise the effects of corrosion. Surface rust is not covered under warranty.

All Flaming coals Gas spits (SPG1500 SPG1000) have been approved by the AGA to be assembled and used by consumers in Australia. The warranty is void and can be dangerous if product instructions are not followed. Damage by fire that has been incurred due to assembly instructions not being followed and leak tests not being conducted are not covered by warranty.

For charcoal pans, please review our Charcoal pan warranty policy below

The warranty does not cover the postal cost, insurance, incidental charges, or any other loss incurred. 

Before returning your item, please call or email our customer service team at 1300 002 771 / sales@bbqspitrotisseries.com.au to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician, please pack it carefully and enclose proof of the date purchased, a brief explanation of the problem, your contact details and any other information which may support your claim. Warranty claims are to be sent to BBQ Spit Rotisseries Pty Ltd 2/59 Brunel Rd Seaford VIC 3198

 

24-month Flaming Coals motor warranty policy

Flaming Coals branded rotisserie motors are covered by a limited 24-month warranty from the date of purchase by the original owner only.

The product warranty becomes void if the product shows evidence of being dropped, exposed to the elements, tampering including unauthorised attempts at repairs, mishandling, or misuses such as excessive fire or a motor not being counterweighted or damaged caused by liquid. The warranty does not provide coverage for repairs costs conducted by 3rd party professionals, normal wear and tear accidental damage, and does not cover cosmetic defects or surface rust.

All our Flaming Coals rotisserie motors have been tested and deemed suitable for domestic use only. Using these products commercially voids the warranty. 

The warranty does not cover the postal cost, insurance, incidental charges, or any other loss incurred. 

Before returning your item, please call or email our customer service team at 1300 002 771 / sales@bbqspitrotisseries.com.au to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician, please pack it carefully and enclose proof of the date purchased, a brief explanation of the problem, your contact details and any other information which may support your claim. Warranty claims are to be sent to: BBQ Spit Rotisseries Pty Ltd 2/59 Brunel Rd Seaford VIC 3198

 

Charcoal pan warranty policy

Charcoal pans inside spit roasters are designed to take the brunt of the heat to protect the structural integrity of the spit roaster body. Due to the extreme heat generated when cooking with briquettes/charcoal, some bending of the pan is inevitable and will occur regardless of the thickness of the steel. Discolouring, corrosion, and cracking may also occur due to the extreme conditions created by the hot coals and fire. This is not covered under warranty. Refer to the charcoal pan usage guide.

Service & Repairs

Our technicians will assess the issue. For repairs that are not covered under a warranty or deemed user fault, we will come back to you with an indicative cost for you to approve prior to repairs taking place.

This cost may vary depending on the issue. Charges are $80 per hour (billed in 15-minute increments) plus parts.

Customers will be responsible for shipping costs each way to have the item repaired. It is recommended insurance is taken for any damage during transit. Before returning your item, please call or email our customer service team at 1300 002 771 / sales@bbqspitrotisseries.com.au to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician.

 

Warranty Return FAQ's

WHAT can be returned?
Any returned items which have been deemed to have warranty failure are covered.

WHEN do items need to be returned by?
12 months from the date of purchase. Outside of the warranty period, items can still be returned for repairs. Charges will apply.
Flaming Coals motors have a 24 month warranty period from the date of purchase

WHERE do items need to be returned to?
Items are to be returned to BBQ Spit Rotisseries, 2/59 Brunel Rd Seaford VIC 3198. You should contact us by phone on 1300 002 771 to obtain a Return Management Authority before posting the items back to us. 

HOW do customers return items?
Items can be posted or delivered personally to our store at 2/59 Brunel Rd Seaford VIC 3198

SHIPPING for returns?
Customer pays for return shipping.

Repair/Replacement?
If our technicians determine that the fault is due to a manufacturing fault (not customer misuse or neglect) and are unable to fix the product defect and return the item to you, a replacement will be issued. Alternatively, you may be given the option of a suitable alternative or an upgrade. 

Instore return option?
Items can be returned to BBQ Spit Rotisseries, 2/59 Brunel Rd Seaford VIC 3198

Packing materials?
The item must be securely packaged so that the item is not damaged during transit

Repair timeframe?
The industry standard for completing any work under warranty is 28 days and we will certainly adhere to this standard. All our repairs are performed in our Seaford location and are usually able to be assessed within 72 hours. Please note that due to competing work priorities, our technicians may not be available to assess your product immediately on the spot if you choose to bring it into our store. 

Did the item assess and deemed not faulty?
If our technicians assess the returned item and determine that the item is not faulty, a refund, credit or replacement will not be issued, and customers will be required to pay for all shipping charges before the item will be returned to them.