Neoflam Warranty
Neoflam Malaysia Limited Warranty Policy
Neoflam Malaysia provides two types of limited warranties applicable only to products purchased from Neoflam Malaysia’s official stores and authorized retailers in Malaysia. The warranty begins from the date of purchase and can be redeemed by contacting us via our official social media pages or email.
General Warranty Terms & Conditions
- Warranty claims are strictly limited to defects caused by manufacturing faults. Claims related to wear and tear, misuse, improper handling, or cosmetic imperfections are not covered.
- Products must be inspected upon receipt (within 14 days from the delivery date). Claims made after this period will not be eligible for the 2-Week Warranty.
- Warranty claims require clear pictures or videos showing the defect. Failure to provide adequate proof may result in claim rejection, especially in cases suspected to be fraudulent or made in bad faith.
- In some cases, Neoflam may request customers to return the product for inspection. In such cases, shipping and handling costs will be borne by the customer.
- Neoflam reserves the right to reject claims that do not meet the warranty criteria or are deemed unreasonable, fraudulent, or inconsistent with normal product use.
Warranty Coverage
1. 2-Week Warranty (Manufacturing Defects upon Receipt)
Covers manufacturing defects that render the cookware unfit for use within 14 days of receiving the product. This includes:
✅ Handle misalignment
✅ Significant damages, dents, or scratches (not caused by shipping)
✅ Non-removable/washable stains on the inner coating
✅ Lid not closing properly
⛔ Not covered under the 2-Week Warranty:
❌ Minor scratches, cosmetic blemishes, or packaging-related imperfections
❌ Issues caused by improper use, cleaning, or handling after delivery
2. 1-Year Warranty (Non-Stick Coating Issues)
Covers peeling or blistering of the non-stick coating that occurs within 1 year from the purchase date, provided that it is due to a manufacturing defect and not caused by usage or human error.
⛔ Not covered under the 1-Year Warranty:
❌ Surface scratches, marks, or gradual wear over time
❌ Peeling or blistering caused by metal utensils, abrasive sponges, or chemical cleaners
❌ Overheating, exposure to excessive or prolonged heat, or thermal shock (e.g., sudden temperature changes)
❌ Discoloration, stains, or cosmetic imperfections that do not affect functionality
❌ Gradual loss of non-stick performance due to regular cooking use
Warranty Exclusions
The following are strictly NOT covered under warranty, regardless of the timeframe:
❌ Cosmetic imperfections (scratches, scuffs, minor dents, uneven paint, minor chipping, or color fading)
❌ Gradual wear and tear (loss of non-stick coating effectiveness, staining, discoloration over time)
❌ Glass, porcelain, ceramic, or similarly delicate materials (unless specified otherwise)
❌ Damage caused by misuse or improper care, including but not limited to:
- Dropping, impact damage, or accidents
- Unauthorized repairs, modifications, or alterations
- Use of metal utensils or abrasive cleaning tools
- Prolonged exposure to high heat or thermal shock
- Failure to follow product care instructions
⛔ Accessories are NOT covered under warranty. This includes:
❌ Cooking utensils (spatulas, tongs, ladles, etc.)
❌ Cutlery (knives, forks, spoons, etc.)
❌ Cutting boards
❌ Water bottles and other kitchen accessories
Final Notes
- Warranty applies only to personal, non-commercial use of our products. Items used for business or commercial purposes (e.g., restaurants, catering) are not covered.
- Neoflam reserves the right to amend this policy at any time without prior notice to ensure fairness and product integrity.
For further inquiries or to initiate a warranty claim, please contact our customer service team with clear images or videos of the issue.