Rinnai

Quality Assurance Period

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The quality assurance period and part retention period of an item, which is not recorded in the list of related items, shall follow the criteria for resolution of customer disputes, based on the Framework Act on Consumers.
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If a product is not used under normal usage conditions, such as installing home products in stores, vehicles or ships, the applied warranty period is 1/2 of the original warranty period.
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All exported goods follow the criteria of corresponding products.

Related Items	Product Warranty Period	Part Retention Period
Gas boiler (those built (installed) after 9/1/2006)	3years	8years
Oil boiler, electric boiler, cooling/heating system (GHP, EHP, GA), air conditioning	2years	8years
Heater (electric, gas), gas fan heater, gas clothes dryer, gas water heater	2years	5years
Microwave, water purifier	1year	7years
Gas range, gas oven range, electric water heater, warm-water washer (bidet), electric oven, mixer	1year	6years
Dishwasher and dish dryer for homes, air purifier, softener, leftover food processor (VIUUM), microwave	1year	5years
Gas dishwasher for work	2years	3years
Store equipment (griller, fryer, dishwasher, rice cooker, soup pot, sterilizer, oven, ice maker, refrigerator, etc.), exported products, far-infrared radiation heater, electric cooker	1year	3years
Other products (if a separate period is not specified)	1year	5years
Core parts -> Air conditioner: compressor	4years	-
Microwave: magnetron, Refrigerator: compressor, Fan heater: burner	3years	-

Calculation of initial date of warranty period

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The date on which an item is purchased or provided (※ for gas boilers, the date on which they are installed can be the initial date).
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If a warranty certificate or receipt was not originally given or is lost, or if the purchased date cannot be confirmed for any reason, the warranty period of the particular item starts 6 months after its manufactured or import clearance date.
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Used goods (counterfeit goods) are not subject to warranty, and any loss will not be compensated for cases in which an item is irreparable.

Criteria for free repairs

Applies to failures or defects generated under normal usage conditions within the warranty period.

Criteria for paid repairs

Applies to any service performed on items that have passed the warranty period. Also, all of the following cases are subject to paid repairs regardless of the warranty period.

If a failure occurs by injecting foreign materials
(water, drinks, coffee, toys, etc.) into an item
If the exterior of an item is damaged or deformed
by organic solvents such as thinner and benzene
If the exterior of an item is damaged or deformed
by organic solvents such as thinner and benzene
If a product failure occurs by using
non-genuine parts or expendables certified by Rinnai
If a failure occurs during installation by not following
the installation standards written in the construction manual
If a product failure occurs by using an incorrect gas type,
gas pressure and/or electrical capacity
If a product failure occurs by using an incorrect gas type,
gas pressure and/or electrical capacity
If a failure occurs from repairing or modifying a product
by a service engineer not certified by Rinnai
If a failure occurs due to natural disasters
(lightning, fire, damages from storm and flood, gas,
damage from sea wind, earthquake, etc.)
If a failure occurs by not obeying
"Safety Warnings and Precautions" contained
in the Rinnai product manual

Criteria for resolution of customer disputes on gas boilers

If a major repair is required due to performance or functional flaws generated under normal usage conditions within 10 days of the purchase

exchange of product or refund (cost calculation from exchange or refund: including construction cost from equipment)
If any flaws in construction is discovered within the warranty period

Free repair or compensation (responsibility of constructor)
Performance or functional flaws generated under normal usage conditions within the warranty period
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  If defects occur: free repair
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  If repair is not possible: exchange of product or refund
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  If exchange is not possible: refund
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  "If a failure occurs after 2 repairs for the same defect (3rd time): exchange of product or refund"
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  "If a failure occurs after total 4 repairs in various parts (5th time): exchange of product or refund of the purchase cost"
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  "If the exchanged product requires a critical repair within 1 month: refund"
Damages caused by not having repair parts in possession (within the part retention period)
- (Within warranty period)
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  If a damage occurs from performance or functional flaws generated under normal usage conditions: exchange of product or refund
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  If it is a failure caused by the customer's intentions or negligence: exchange of product or refund after deducting fixed-rate depreciation cost
- (After warranty period passes)
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  Refund after fixed-rate depreciation based on period of usage

Criteria of calculating service fees

A service fee charges a small fee based on the Framework Act on Consumers enacted by the government. Service fees implement "Transparent Service Fee Plan", which clearly classifies and defines part fees, repair fees and business trip fees.

Part Fee

Part fee refers to the cost of parts replaced when repairing a product. Our company does not use recycled parts during replacement.
Business Trip Fee

Business trip fee applies when such a fee is requested for products whose warranty period, originally set by the "Criteria for resolution of customer disputes" for each item, has passed. For boilers and water heaters, our company's business trip fee is 15,000 KRW and, otherwise, it charges 10,000 KRW. However, for late-night weekdays from 21:00 to 08:00 next day, Saturdays, Sundays and holidays, visitation and reservation for visits charge 20,000 KRW alike, regardless of the product type or distance travelled.
Repair Fee

Repair fee refers to a pure royalty generated based on the difficulty of repair and total repair time needed to repair a product.