Warranty & Claims Policy

Your rights under the Australian Consumer Law

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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits given to you by the voluntary warranty set out below are in addition to your rights and remedies under the Australian Consumer Law and any other laws that apply to the goods. Nothing in this policy excludes, restricts or modifies those rights, and no assessment or decision by us under this warranty affects your statutory rights. Information about your consumer rights is available from the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

Limited lifetime warranty against manufacturing defects

This warranty is given by STONEBITE ECOM AB (Sweden), trading as The BBQ Clinic (“the Company”), Sjöhed 160, Harestad, 442 74, Sweden, email kundeservice@grillklinikken.com, and applies to products sold by the Company. The Company provides a limited lifetime warranty covering original manufacturing defects only. This voluntary warranty does not cover general performance issues, normal wear and tear, damage arising during use, or faults caused by the customer's handling of the product — though such issues may still be covered by the Australian Consumer Law where a consumer guarantee has not been met.

1. What “lifetime” means

“Lifetime” refers to the product's expected technical lifespan under normal and intended use. It does not refer to the lifetime of the customer or user, the lifetime of the Company, or the period the product remains on sale. Unless otherwise stated in writing for a specific product, the expected technical lifespan of a product is defined as no more than ten (10) years from the original date of purchase. The warranty ends automatically when the product, in the Company's assessment, has reached the end of its reasonable technical lifespan, even if ten (10) years have not yet passed.

2. Limited scope of the warranty

The warranty only covers faults that: (a) existed in the product at the time of manufacture; (b) are due to a demonstrable material, design or manufacturing defect; (c) have not been caused or contributed to by use, wear, external impact, incorrect handling or lack of care; and (d) materially affect the product's intended function. For a fault to be covered by this warranty, it must, in the Company's assessment, be an original manufacturing defect and not a fault that arose after purchase.

3. Evidence requirements

The customer is responsible for showing that a fault is covered by the warranty. This means being able to substantiate: (a) that the product was purchased from the Company or an authorised reseller; (b) that the customer is the original purchaser; (c) when the product was purchased; (d) the fault being claimed; (e) that the fault is not due to use, wear, accident, incorrect handling or other external circumstances; and (f) that the fault was likely present in the product at the time of manufacture. The Company may request photos, videos, a receipt, an order confirmation, serial numbers, information on the product's condition and usage history, and other relevant documentation before assessing a warranty claim. If the customer cannot provide sufficient supporting material, the Company may decline the warranty claim. (Different, less onerous rules apply to claims under the Australian Consumer Law — proof of purchase is generally all that is required.)

4. Who the warranty applies to

The warranty applies only to the original purchaser and is personal. It cannot be transferred, on-sold, inherited or passed on with the product on resale. Products purchased second-hand, from a private individual, at auction, on a second-hand marketplace, from an unauthorised reseller or without valid proof of purchase are not covered by this voluntary warranty.

5. What the warranty does not cover

The warranty does not cover: (a) normal wear and tear; (b) scratches, marks, discolouration, fading or cosmetic changes; (c) deterioration of materials occurring naturally over time; (d) damage from drops, knocks, pressure, bending, twisting or other physical impact; (e) damage from water, moisture, heat, cold, sunlight, chemicals or dirt; (f) faults caused by incorrect use, overloading or use outside the product's intended purpose; (g) inadequate cleaning, maintenance, storage or care; (h) products modified, repaired or disassembled by anyone other than the Company or a party approved by the Company; (i) damage caused by accident, negligence, misuse or careless handling; (j) consumable parts or components with a limited lifespan; (k) performance deterioration that is normal having regard to the product's age and use; (l) faults arising after delivery, unless the customer can show the fault is due to an original manufacturing defect; (m) indirect loss, consequential loss, economic loss or other loss beyond the product itself, to the extent such exclusion is permitted by law. The fact that a product has broken does not of itself mean the fault is covered by this warranty — but it may mean the product has failed to meet a consumer guarantee under the Australian Consumer Law, in which case you are entitled to a remedy regardless of this warranty.

6. Normal use

The warranty applies only if the product has been used in a normal, careful and intended manner in accordance with the Company's instructions. Use that, in the Company's assessment, has been abnormal, intensive, commercial, careless or otherwise outside the product's intended use is not covered by the warranty. If the product has been used in professional, commercial, rental or other high-intensity settings, the warranty applies only if this has been expressly approved in writing by the Company.

7. Assessment of claims

All warranty claims are assessed individually by the Company based on the available material, the product's condition and the circumstances of the case. The Company may request that the product be sent in for inspection. Do not send in a product without the Company's prior instructions. If, after inspection, the Company determines that the fault is not covered by this voluntary warranty, the claim may be declined, and the customer may be asked to cover postage, return postage, inspection costs or other reasonable handling costs, provided the customer was informed of this in advance. No such costs are ever charged for valid claims under the Australian Consumer Law.

8. Remedies under an approved warranty claim

If the Company approves a warranty claim, the Company may, at its option: (a) repair the product; (b) replace the defective part; (c) replace the product with an equivalent product; (d) offer a replacement product of a different model with equivalent function; or (e) offer other reasonable compensation. Under this voluntary warranty the customer does not choose the remedy, and a replacement product need not be identical to the original in colour, model, material, design, version, year of manufacture or specification, provided the Company considers it functionally equivalent. Note: where a product fails to meet a consumer guarantee under the Australian Consumer Law and the failure is a major failure, you are entitled to choose between a replacement and a refund — that statutory right always prevails over this clause.

9. No new warranty period

Repair, replacement or another warranty remedy does not start a new warranty period. The warranty continues only for the remainder of the original warranty period, counted from the original date of purchase.

10. Discontinued products and parts

If the product, spare part or equivalent replacement product is no longer available, the Company may offer an alternative solution that it considers reasonable. The Company is not obliged to resume production, hold spare parts indefinitely or supply exactly the same product model. You should be aware, however, that under the Australian Consumer Law manufacturers and suppliers must take reasonable steps to ensure spare parts and repair facilities are available for a reasonable time after purchase.

11. Limitation of liability

The Company's liability under this voluntary warranty is limited to the product itself and the remedies set out in this policy. To the extent permitted by law, the Company is not liable under this warranty for indirect loss, consequential loss, loss of income, downtime, loss of use, business loss, transport costs, installation costs or other costs not expressly covered by this policy. This limitation does not apply to, and does not limit, any liability the Company has under the Australian Consumer Law, including for reasonably foreseeable loss or damage caused by a failure to comply with a consumer guarantee.

12. Relationship to your statutory rights

This warranty is voluntary and applies in addition to the customer's rights under mandatory consumer protection legislation, including the Australian Consumer Law. The warranty does not limit the customer's statutory right to a remedy for goods that fail to meet the consumer guarantees. If any provision of this policy conflicts with mandatory law, that provision applies only to the extent the law permits.

13. How to make a warranty claim

To make a claim under this warranty, contact the Company at kundeservice@grillklinikken.com and provide: (a) your name and contact details; (b) your order number or receipt; (c) the date of purchase; (d) the product name and any model designation; (e) a clear description of the fault; (f) photos or video showing the fault; (g) a description of how the product has been used, stored and cared for; and (h) any other information the Company reasonably requests. Incomplete warranty claims may be declined or put on hold until complete supporting material has been received. Always contact us before sending anything back — do not post a product to us without prior instructions. The Company will bear the cost of assessing and honouring valid claims; the customer bears the cost of submitting the claim (for example postage of documentation) and, for claims under this voluntary warranty only, any costs set out in section 7.