Warranty Claim Process
We aim to make warranty claims clear and straightforward. This guide explains what is covered, how a claim is assessed, and what happens after you submit a warranty claim to Asters.
A clear process from claim to resolution.
This procedure establishes a standard process for receiving, assessing, approving, and resolving warranty claims for products covered by the applicable Asters warranty.
The warranty covers manufacturing defects and failures occurring under normal use, subject to the applicable warranty terms.
What is covered and what isn't?
Warranty coverage depends on the applicable warranty terms, product type, and the results of Asters' assessment.
Covered Claims
- Manufacturing defects in materials or workmanship.
- Electrical or mechanical failures occurring during the warranty period.
- Defective components or parts, including motors, compressors, heating elements, control boards, switches, and internal wiring, where applicable.
- Repair or replacement of defective parts at no additional charge.
- Labor charges for covered repairs where labor is included in the warranty.
- Replacement of the product where it cannot reasonably be repaired, subject to Asters' assessment.
- Functional defects occurring under normal intended use when the product has been properly installed and operated according to the manufacturer's instructions.
- Software or firmware defects for electronic products where specifically covered by the manufacturer.
Excluded Claims
- Damage caused by misuse, abuse, or use contrary to the manufacturer's instructions.
- Damage caused by improper installation, modification, alteration, or unauthorized repair.
- Damage caused by pests, insects, rodents, corrosion, moisture, or environmental conditions outside the product's specified operating conditions.
- Products used for commercial or business purposes where the warranty is limited to household use.
- Unauthorized repairs or modifications carried out by the customer or a third party.
How a warranty claim works
Every claim follows a standard assessment process to ensure the issue is properly reviewed before a warranty decision is made.
Claim Registration
The customer contacts or visits Asters to report the issue. A claim or service memo is created.
- Customer name and contact details
- Invoice number
- Product/model and serial number
- Warranty period and purchase date
- Date of incident or failure
- Description of the problem
- Photographs of the product and defective area
Initial Verification
Asters verifies the purchase and checks whether the reported issue appears to fall within warranty coverage.
- Proof of purchase
- Warranty validity
- Product and serial number
- Applicable warranty terms
- Potential warranty exclusions
Inspection & Diagnosis
Where required, an authorized technician inspects and tests the product to determine the cause of the failure.
- Actual fault or defect
- Cause of failure
- Normal intended use
- Warranty eligibility
- Additional information if required
Claim Decision
After review, Asters classifies the claim based on the applicable warranty terms and technical assessment.
- Approved – Warranty Covered
- Pending – Further Information Required
- Not Covered – Warranty Exclusion Applies
Warranty Resolution
For approved claims, Asters determines the appropriate resolution based on the warranty terms and availability.
- Product repair
- Replacement of defective parts
- Covered labor
- Complete product replacement where applicable
Claim Closure
The claim is closed after the approved repair or replacement has been completed.
- Final diagnosis
- Parts replaced
- Repair or replacement details
- Technician/service report
- Customer notification
- Completion date
Claim Decision
After the product and warranty information have been reviewed, the claim will be assigned one of the following statuses.
What happens when a claim is approved?
Depending on the nature of the fault, warranty terms, technical assessment, and availability, Asters may provide one of the following resolutions.
The product may be repaired where the fault can reasonably be corrected.
Defective components may be replaced with appropriate parts covered by the warranty.
Labor charges may be covered where labor is included in the applicable warranty.
A complete replacement may be provided where repair is not reasonably possible, subject to assessment.
Completing your warranty claim
A claim is closed after the approved repair or replacement has been completed. The final service record should contain the relevant information relating to the claim and its resolution.
- Claim / job number
- Diagnosis and inspection findings
- Approval decision
- Parts replaced
- Repair / replacement details
- Technician / service report
- Customer notification
- Claim completion date
Final Warranty Assessment
A warranty claim is approved only after Asters has verified that the product is within the applicable warranty period and that the defect or failure is covered under the applicable warranty terms.
Where a claim is not covered, Asters should provide the customer with the reason for the decision and, where available, information regarding paid repair options.
