Applies to: RICE COOKERs AND WARMERs

Town warrants rice appliances to be free of defects in materials or workmanship for the period shown below starting from the date of shipment from Town. The warranty period may be extended by up to 3 months, at Town’s option, if proof of installation (specifying model and serial number) at a later date is provided. 

* Household rice cookers used in commercial applications are not covered under the warranty.

Appliances that are properly packed and shipped prepaid to Town’s repair center are eligible for parts and labor coverage. For units serviced outside of Town’s repair center, the warranty is limited to parts replacement and does not include any labor allowance. Any service charges, sundries, or other charges arising from a repair outside of Town’s repair center are the responsibility of others.  Parts that have failed due to defective materials or workmanship will be replaced or rebuilt at no charge.  Warranty for the new parts will be for the remainder of the original warranty period.  Units repaired under warranty will be returned freight prepaid. 

It is the responsibility of the user or dealer to pack and ship the appliance to Town’s repair center.  Town cannot be responsible for shipping damages to any merchandise returned.  All appliances must be carefully packed with sufficient packaging materials to ensure safe transit. Appliances that are not properly packed may become damaged beyond repair. For gas units, if the pot is allowed to contact the enamel jacket during shipment it will become chipped. Town will charge for repairs to units returned and damaged due to abuse for any reason.

Customers are required to clean units before returning them for service. Units returned in abused or unsanitary condition will not be serviced without the customer’s consent to pay an appropriate labor charge for labor to clean and repair the appliance. If the customer does not agree, the unit will be returned without cleaning or repair.

The warranty does not cover any failures or operating difficulties due to accident, abuse, misuse, alteration, misapplication, improper handling, and improper/lack of maintenance or service.

Before any unit is returned, contact Town and request a Return Goods Authorization (RGA). This RGA is only authorization to return your unit for evaluation. No credit of any kind may be taken arising from an RGA. The appliance will be inspected to verify the issue for which it was returned. Once the issue is verified as covered under warranty and the cause is verified to be due to faulty materials and/or workmanship, it will be repaired and returned at no charge. If malfunctioning for any other reason, the unit can be repaired and returned at the customer’s sole cost and expense.

How can I have my Town equipment repaired?

Submit a request for repair service and we’ll help you get your equipment running properly.

Repair Request Form

Applies to: wok ranges, MBR grills, smokehouses, steamers, stockpot stoves, custom ranges

Town warrants gas equipment to be free from defects or material for a period of 1 year starting from the date of shipment from Town. If equipment is to be stored and commissioned at a later date, Town must be notified at time of purchase and installation date must be verified by a third party. Under no circumstances will the warranty be active for longer than 15 months from the shipment date from Town.

Exception for consumable items:

• Pilot gas safety systems have a 90 day parts and labor warranty and must be installed with a drip leg.
  Safeties are not covered unless installed with a drip leg.
• Chinese style swing faucets have a 90 day parts and labor warranty.

Service will be performed by Town’s authorized repair agencies and must be preapproved by Town. Town must be contacted to arrange any warranty repairs. Repair is covered during normal business hours- 8AM to 5 PM Monday to Friday only. No overtime, weekend or holiday repair work is covered. Service location must be within 75 miles of the authorized agency. Any fees incurred (travel expense) beyond this distance are to be paid for by the end user. Parts will be repaired, replaced, or rebuilt at Town’s sole discretion.

Warranty is void if the equipment:

• Has not been properly installed by a licensed commercial gas plumber.
• Is used for a purpose other than designed for, or is used in a non-commercial venue.
• Is abused, mishandled, or modified by others.

The warranty does not cover any failures or operating difficulties due to accident, abuse, misuse, alteration, misapplication, improper handling, improper installation, and improper maintenance or service.

The gas system must be properly specified to feed proper pressure and volume to the appliance. Town is not responsible for any operating difficulties if the proper gas specs are not met. Damage due to acts of God such as flood, fire or rain are not covered.

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How can I have my Town equipment repaired?

Submit a request for repair service and we’ll help you get your equipment running properly.

Repair Request Form

For: 393 series and 391 series water boilers and coffee percolators

Town Food Service Equipment Co., Inc. will repair any unit found defective due to faulty workmanship or materials within 3 months of invoice date. Units requiring repair must be returned prepaid to Town only after obtaining an Return Goods Authorization (RGA) number.

Units repaired under warranty will be returned prepaid. We cannot send replacement units for defective units, nor can Town be responsible for any losses resulting from this unit.

For: Smallwares, 5691 series sushi rice containers and 36615 dim sum carts

Town Food Service Equipment Co., Inc. will replace any item found defective due to faulty workmanship or materials within 1 month of invoice date. Photos and a description of the fault must be submitted to Town Food Service Equipment Co. for consideration.  Before a replacement is provided, the product in question must be returned to Town.

For: 2850 series towel warmers

Town Food Service Equipment Co., Inc. will repair any unit found defective due to faulty workmanship or materials within 3 months of invoice date. Units requiring repair must be returned prepaid to Town only after obtaining an Return Goods Authorization (RGA) number.

Units repaired under warranty will be returned prepaid. We cannot send replacement units for defective units, nor can Town be responsible for any losses resulting from this unit.

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How can I submit a warranty claim?

Please contact us for assistance

Contact us