Warranty and Product Return Policy

At Köcher, we are committed to providing products that meet European quality standards along with the most professional after-sales service. The warranty and return policy below is designed to ensure maximum benefits for customers throughout the lifecycle of the equipment.

1. Warranty Policy

1.1. Conditions for Free Warranty 

Köcher products will be covered by a free warranty if they meet all the following conditions:

• The product is still within the warranty period and is damaged due to a manufacturer’s defect.
• The warranty period is calculated from the date of purchase shown on the valid purchase receipt/invoice (intact, fully filled out, no erasures or modifications) or is activated electronically within 7 days from the date of purchase.
• Note: When customers report a warranty claim, a technician will come to inspect. If it is determined that the damage is not due to a product defect, the company will charge a fee of 150,000 VND per visit (travel and inspection costs), applicable to both cases where the product is still under warranty or has expired.

1.2. Cases Not Covered by Warranty or Warranty with Fees 

Köcher will refuse free warranty for cases of damage not caused by the manufacturer:

• Incorrect Usage: 
  • Operation not in accordance with the instructions in the user manual accompanying the product.
  • Damage caused by using pots and pans not in accordance with the regulations warned in the user manual and warning labels on the cooktop glass.
  • Using the product for purposes other than its intended use (e.g., using a household induction cooktop for industrial purposes, using a wine cooler to  store food other than wine,…).
• Improper Installation:
  • Improper technical installation, not following the manufacturer’s recommendations. E.g., installing near sinks, wet areas, not grounding, not installing circuit breakers, kitchen cabinets without ventilation gaps, etc.…
  • Malfunctions due to continuous use of incorrect power supply that fluctuates beyond the permissible limits of 220V (+-10V) for induction cooktops and 220V-240V for other electrical devices.
  • Not installing circuit breakers for high-power products such as household induction cooktops, industrial induction cooktops.
  • Directly connecting power leading to short circuits or malfunctions,…
  • Unstable power supply, loose plugs.
  • Sealed kitchen cabinets without ventilation holes for cooling (applies to induction cooktops).
  • Damage caused by the product’s exhaust with a duct diameter of less than 150mm.
• Improper Cleaning and Maintenance: 
  • Not cleaning regularly, using inappropriate cleaning agents, leaving the product in a humid environment, high temperatures, closed cabinets, corrosive chemicals, or allowing insects and rodents inside causing damage.
  • Using inappropriate cleaning agents (e.g., regular dish soap instead of specialized tablets/powder/gel for dishwashers).
  • Not removing leftover food causing blockages in the drainage pipe or spray arms.
• External Physical Impact: The product is cracked, deformed, scratched, or dented due to impacts, drops, or improper transportation after the customer has received the product.
• Force Majeure Events: Damage caused by natural disasters, floods, lightning, fires, etc.…
• Customers disassemble or repair the product themselves or ask unauthorized entities/individuals to intervene or repair the product.
• Natural Wear and Tear during Use: 
  • Scratches, fading paint, and exterior wear. The washing rack of the machine may rust, paint may peel due to the use of strong cleaning agents, prolonged water retention, being affected by sharp objects or hard water deposits…
  • Pots and pans are not covered for the non-stick coating, glass lids that are broken. 

Products that have expired warranty, cannot prove the purchase date, or activate the electronic label after 7 days from the date of purchase will not be eligible for warranty.

1.3. Standard Warranty Period 

The warranty period is based on the purchase date, the date of activation of the electronic warranty label, or the production month but does not exceed the maximum warranty period.

2. Product Exchange Policy

2.1. Exchange and Return Period 

Customers have the right to exchange for a new product within 15 days from the date of receiving the product (based on the delivery timestamp, purchase invoice, or electronic warranty label).

2.2. Conditions for Product Exchange

• The product has a technical defect due to the manufacturing process and not due to user impact.
• The product is 100% intact: Still has the manufacturer’s label, tags, seals; not scratched, dented, cracked, or deformed.
• Complete packaging and accessories: The product box, user manual, and accompanying accessories are intact.
• Note: In case of loss of any components, accessories, or packaging, the company will charge a fee according to regulations when exchanging.

2.3. Estimated Warranty Processing Time

• Region 1 (Inner districts of Hanoi, Ho Chi Minh City, Da Nang): 24h.
• Region 2 (Suburban areas of Hanoi, Ho Chi Minh City, Da Nang, and major cities in the provinces): 48h.
• Region 3 (Provincial areas): From 3 – 5 days.

3. Instructions for Registering Electronic Warranty

• Method 1: Gently scratch the silver coating on the electronic label. Use a camera or QR Zalo to scan the code, then access the page qcheck.vn, fill in the information and click Update.
• Method 2: Scratch the silver coating on the electronic label and compose an SMS message in the format: CK<space> SMS CODE send to 8077.
• Method 3: Register for warranty through the KOCHER hotline 0969 622 066.

4. Warranty System and Contact 

Kocher Group Joint Stock Company is always ready to support customers through its warranty network and branches nationwide.

• Customer Care & Technical Hotline: 0969.622.066 / 0243.399.6058.
• Email: info@kocher.vn.
• Head Office: Block B, Lot B45-11, Geleximco, Le Trong Tan Street, An Khanh Commune, Hanoi City.
• Ho Chi Minh Branch: 23 Vo Thi Lieu Street, An Phu Dong Ward, District 12, Ho Chi Minh City.
• Da Nang Branch: Dinh Liet Street, Hoa An Ward, Cam Le District, Da Nang City.