Warranty

1. Long Pty Ltd (ACN 009 306 414) of 53 Competition Way, Wangara WA 6065, Australia (Phone: (08) 9249 7222) (“Long Pty Ltd”) warrants to the original purchaser (“Customer”) that the products listed below (“Product”) will be free from defects in materials and workmanship for the applicable period specified for each Product, commencing on the date of invoice (“Warranty Period”).

    Beerkool Alfresco Fridges12 Months
    Norpole Alfresco Fridges24 Months
    Thermocool Bar Fridges24 Months
    Norsk Counter Cake Display Cabinets (Return to base warranty)
    		12 Months
    Norsk Free Standing Cake Display Cabinets24 Months
    Norsk & Thermocool Chest & Ice Cream Freezers24 Months
    Norsk & Norpole Upright Glass Display Fridges24 Months
    Thermocool Upright Glass Display Freezers24 Months
    Norsk 50ltr Counter Fridge & Freezer12 Months
    Norpole Ice Machines*24 Months*
    Norsk Counter Top Prep Units (Return to base warranty)12 Months
    Norsk & Thermocool Pizza/Salad Prep Fridges24 Months
    Norsk Solid Door Fridges & Freezers24 Months
    Norsk Vertical Cake Display Fridges (Countertop model Return to base warranty)
    		12 Months
    Norsk & Thermocool Workbench Fridges & Freezers24 Months
    Hargrill & Kalor Cooking & Heating Products (Return to base warranty)
    		12 Months
    Hargrill Gas Cooking Products12 Months

    Note:

    * Counter Top appliances and some Alfresco fridges are covered under Return to Base Warranty. (NOR-JC95, KAL-DH580, KAL-DH850, HAR-HDC120, HAR-HDS120, HAR-500H
    NSK-RT78LW, NSK-RT78LB, NSK-RTW120, NSK-CW160, NSK-CW200, NSK-V1200SS, NSK-V1200, NSK-V1500SS, NSK-V1500, NSK-V1800,NSK-V1800SS,NSK-V2000, NSK-V2000SS, NOR-SK25C)

    Norpole Ice Machines must have a correct and in-date water filter attached to the unit for the warranty to be valid. Proof may be required to confirm this from the user.

    *Warranty does not cover consumable components or parts subject to normal wear and tear.

    GENERAL TERMS

    2. Subject to these Warranty Terms, we provide a warranty to the original purchaser of the Product commencing from the date of purchase. Any defect in workmanship or materials identified by us or on our behalf that results in Product malfunction under proper use and normal operating conditions will be repaired or replaced.

    This warranty is subject to the following conditions:

    • The Warranty Period is not extended or renewed as a result of any repair or replacement carried out under this warranty.
      • This warranty is personal to the original purchaser and is not transferable.
      • This warranty does not apply to any Product that has been wholly or partially disassembled, altered, modified, misused, or tampered with without prior written authorisation, or where parts have been removed or are missing.
      • All warranty repairs and services must be carried out by Perth Commercial Equipment Repairs or an authorised service provider.
      • This warranty does not cover routine or scheduled maintenance of the Product. It also does not extend to the replacement of consumable or wear-and-tear items, including but not limited to glass, ceramics, globes, seals, belts, water filters and fuses, nor does it cover the resetting of safety devices (such as circuit breakers) or the clearing of drains.

    GENERAL EXCLUSIONS

    3. To the maximum extent permitted by law, our liability under these Warranty Terms does not include:

    3.1 Any cost, loss, liability, damage or expense of any kind (including any indirect, incidental, special or consequential loss, or loss of profit) arising directly or indirectly out of, or in connection with, the use of or inability to use the Product, or otherwise arising from any act, omission or other cause relating to the Product.

    3.2 The Product has been abused, misused, or installed, operated or maintained in a manner inconsistent with its intended purpose, specifications or operating instructions, including use in environmental conditions for which the Product was not designed.

    3.3 The defect has arisen, whether directly or indirectly, from a failure to maintain the Product in accordance with our specified requirements, or from a failure to carry out required preventative maintenance servicing.

    3.4 Breakage of glass or plastic components, including shelves, as well as the replacement of fluorescent tubes, LED tubes, light globes, door seals/gaskets, or core probes.

    3.5 Repairs or major maintenance performed by anyone other than an authorised technician, or any repairs undertaken without our prior written authorisation.

    3.6 Damage resulting from the Customer moving the unit between locations, including lifting it by the doors or door handles, or placing the unit on its side or back, where components show signs of improper handling or transport. This also includes transporting any units in a horizontal or tilted (leaning) position.

    3.7 Damage caused by rodents or insects, electrical or power surges, storm-related events, or any damage to surrounding structures or surfaces—such as floors, walls, or glass—resulting from the movement of the unit.

    3.8 Units installed in mobile vehicles, including cars, vans, buses, or similar, are expressly excluded from all warranty coverage.

    3.9 The remote installation does not comply with our installation guidelines, has insufficient unit capacity in comparison with our specifications, features inadequate pipework, or has not been properly commissioned.

    4. Customer acknowledges and agrees:

    4.1 The Customer must operate, clean, and maintain the product in accordance with its intended purpose and instructions or user manual, this includes filters, drain pipes and condensation trays. (“Instructions”).

    4.2 The Customer must install the product in accordance with installation manual (“Instructions”). This includes ensuring the correct provision and connection of services such as electricity (voltage and frequency), gas (type, pressure, and flow), water (pressure, flow, and quality), water filtration (including ongoing filter replacement), and drainage, as well as accounting for environmental factors including levelling, ventilation, ambient operating temperature, and proximity to external heat sources.

    4.3 In a commercial environment, components such as lamps, fluorescent tubes, light bulbs, fuses, glass, ceramics, seals, gaskets, and plastic parts require periodic replacement and are considered consumables. These items are not covered under warranty and will be at the Customer’s expense.

    4.4 Proper maintenance and cleaning of the product in accordance with the Instructions are essential to ensure its effective operation and longevity.

    4.5 Store ambient conditions must be maintained as recommended; the unit must be operated only within its specified conditions; standard operating requirements for efficient performance must be followed; the cabinet must be properly cleaned and maintained; air ducts must remain unobstructed at the front, rear, and sides; defrost settings must be maintained; cabinets must not be exposed to direct sunlight or other radiant heat sources; correct shelf positioning must be observed with a minimum 30mm gap between the top of products and the shelf above; and shelves and product loading must be kept orderly.

    4.6 All water filters must be changed as per the manufacturer’s guidelines – usually 6 monthly.

    5. Warranty Service

    5.1 Perth Metropolitan Area

    All repairs will be carried out on-site at the customer’s premises. The customer is responsible for providing a suitable area for the repair. If a compliant space cannot be provided, or if on-site repair is impractical due to space limitations, OH&S requirements, operating hours, or as determined by the technician, the unit will be transported to our service location for repair and returned at the customer’s expense. Customers may also choose to return faulty units directly to our service location. Countertop or small benchtop appliances must be returned to our service location, as these are not covered by on-site warranty. It is also recommended that small ice makers be returned to our service location so they can be monitored for 24 hours following repair.

    5.2 Country/Non-Perth Metro Areas

    We will cover the cost of repairs during the warranty period when the customer has obtained prior approval from the Company to engage their own repair technician. In this case:
    We will supply any required parts free of charge during the warranty period; however, this does not include freight or transport costs.

    Repair costs will be paid according to our Schedule of Rates, which will be provided to the Customer in the event of a warranty claim.

    Travel time for technicians between locations is not covered.

    Customer may, at their own expense, return the unit to our service centre for repair. Long Pty Ltd is based in Perth, Western Australia, and warranty support is only available within Western Australia; products are not sold outside this region.

    6. Notice

    6.1 This warranty does not cover personal injury, damage to the product, or any other losses resulting from accident, misuse, neglect, abuse, normal wear and tear, improper assembly, or inadequate maintenance. Warranty claims must be made through your authorized dealer, accompanied by dated proof of purchase, and the dealer will determine if the component(s) is defective. Any confirmed defective part will be replaced free of charge; however, installation labour is not included. This warranty applies only to the original owner and does not cover defects, malfunctions, or failures outside the scope of the limited warranty described above.

    6.2 Freight Costs: Freight for replacement parts under warranty or delivery to the customer will incur standard transport fees. Shipping products or parts back to us is the customer’s responsibility, except during the DOA (Dead on Arrival) period.

    6.3 Proof of Purchase: Customers must provide proof of purchase before any warranty work or parts are provided. Only an official invoice from us will be accepted as valid proof.

    6.4 Metropolitan Area: Defined according to the WA Government Metropolitan Region Scheme.

    6.5 Returned Goods: Any unauthorized return of parts or products will be at the customer’s expense. We are not responsible for freight or return costs.

    6.6 DOA (Dead on Arrival): Applies to products with a major fault within 7 days of purchase. Such products may be repaired or replaced at our discretion.

    6.7 Definition of Warranty: The warranty guarantees all components are free from defects or manufacturing faults for the period specified for each brand. Faulty components will be replaced or supplied free of charge as outlined in this policy. Warranties apply only to home and normal use; they do not cover commercial rental, hire, or mobile use. Normal wear and tear is excluded. Outcall or service visits may be provided within the metropolitan area at our discretion. Proof of purchase is required for all claims.

    6.8 Turnaround Times: We aim to respond to all claims within 72 hours of notification and inspect the product within 14 working days, subject to parts availability. Delays may occur if parts are unavailable, but issues will be resolved as soon as parts arrive. For cases where replacement parts are simple to install by a person with technical or trade experience, parts may be sent directly for customer installation.

    6.9 Transportation Damage: This warranty does not cover damage caused during transport. Customers may wish to obtain transport insurance, as we are not responsible for damage in transit.

    No-Fault Service Calls: If our technician inspects a unit and finds no operational fault, a service call charge will apply.

    Warranty Policy Effective: 19 August 2008, updated 9th March 2026.