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Policies

Returns

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  • 7-Day Cooling Off Period: You may return a machine within 7 days of delivery if:

    • It is unused and in original packaging

    • All parts and accessories are included

    • Proof of purchase is provided

  • Refund: You’ll receive a full refund (less courier costs, if applicable) once the item is inspected and approved.

2. Used Machines or Opened Packages:

  • Machines that have been used may incur a 15–25% restocking fee, depending on condition.

  • Cosmetic damage or missing parts may reduce the refund amount or void the return.

3. Warranty Returns (12-Month Period):

  • If your machine develops a manufacturer fault within 12 months, we will:

    • Offer a free repair, replacement part, or unit swap

    • Cover transport if the issue is within the first 30 days

    • After 30 days, you may be responsible for shipping

4. Exclusions:

Returns will not be accepted for:

  • Damage due to misuse, neglect, or non-compliance with operating instructions

  • Cosmetic scratches or minor marks after use

  • Products returned after the 7-day window for “change of mind”

Warranty

We provide a limited warranty covering manufacturing defects in materials and workmanship for a period of:

  • 12 months from the date of sale

  • If the machine fails within 14 days, customer gets a full swap

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During the warranty period, we will, at our discretion:

  • Repair the machine

  • Replace the machine

  • Supply spare parts for faulty components

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Covered parts include:

  • Internal motor and mechanical drive systems

  • Electronic control panels and circuitry

  • Mixing/blending mechanisms

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This warranty does not cover:

  • Damage caused by misuse, negligence, or improper maintenance

  • Cosmetic damage (scratches, dents, etc.)

  • Damage during transport (unless installed by us)

  • Damage due to power surges or unstable voltage

  • Consumables, accessories, or user-replaceable parts (e.g. seals, filters, belts)

  • Units serviced or modified by unauthorised parties

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To submit a warranty claim:

  1. Contact us via email with:

    • Proof of purchase or rental agreement

    • Description of the issue and photos/videos if possible

  2. Our team will assess the claim within 3 business days

  3. If repair is required:

    • We will provide a replacement or temporary unit where applicable

    • The faulty unit must be returned to us for inspection

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If the product is deemed defective under warranty, we will:

  • Repair the unit at no cost (labour + parts)

  • Or replace it with a refurbished or new unit

  • Return shipping is covered only for defects found within the first 30 days of purchase/rental

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  • The warranty is non-transferable

  • Our liability is limited to the original purchase or rental cost

  • We are not responsible for business loss, downtime, or loss of income due to machine failure

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  • We recommend using a surge protector or inverter for voltage protection

  • Keep machines clean and follow maintenance guidelines to ensure uptime

Delivery

An estimated delivery time for your order is based on your delivery address upon confirming you order. Please note that in the event  of unforeseen circumstances you delivery may be delayed. We appreciate your understanding and patience in such situations.

Delivery Areas:
Frozen Muse offers free delivery to major cities, however outlying and remote areas will be quoted separately and are subject to delivery fees. 

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