Primo Ceramic Grills Warranty
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Limited Lifetime Parts:
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Limited 5-Year Parts:
Against Rust-Through
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Limited 1-Year Parts:
Against Rust-Through
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Limited 30 Day Parts: |
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All ceramic parts
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All metal parts (excluding cast-iron parts)
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All cast-iron parts
All other parts & accessories (unless specified)
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Felt gaskets
Thermometers
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ADDITIONAL INFORMATION:
These warranties are extended to the original purchaser of the grill, these are general guidelines. Please refer to the unit’s manual for complete warranty details.
Metal surfaces can be compromised by the elements, excessive moisture, salt, scratches and chemicals. This warranty does not cover rust, fading, surface blemishes and oxidation unless it causes the failure of the component and inhibits the use of the grill. Primo shall replace parts found defective as provided above with equivalent parts and shall ship such parts at the Purchaser‘s expense to the Purchaser‘s designated shipping address. The existing component must be properly disposed of upon receipt of the replacement warranty part. Failure to do so, or to provide or sell the existing component to a third party will void the warrantee's coverage for future warranty claims.
We do not accept international warranty. Please contact your local dealer to submit a warranty claim.
WHAT IS NOT COVERED:
- Damages that might result from the use, misuse, or improper installation or storage of this appliance.
- Travel, diagnostic costs and freight charges on warranted parts to and from the factory.
- Claims that do not involve defective workmanship or materials.
- Unauthorized service or parts replacements.
- Removal and reinstallation cost.
- Inoperable due to improper or lack of maintenance.
- The costs of a service call to diagnose a problem and labor for replacement or repairs.
DUTIES OF THE OWNER:
- The appliance must be installed in accordance with the instructions furnished with the appliance
- Maintain ready access to the appliance for service.
- A bill of sale, cancelled check, or payment record should be kept to verify purchase date and establish warranty period.
HOW TO GET SERVICE:
- To make a warranty claim provide any Primo dealer with the model number, serial number, and purchase verification.
- The dealer will contact the factory to initiate warranted parts replacements.
- A warranty claim can also be made directly with Primo, please have your receipt available and fill out a Warranty Claim Online on their website at https://www.primogrill.com/warranty-claim.html.
- Primo will make replacement parts available at the factory. Shipping expenses are not covered.
YOUR RIGHTS UNDER STATE LAW:
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
Freight Claims
- When it comes to freight related issues, 48 is the magic number, and signing all Bills Of Lading with “upon final inspection” is the magic phrase. Carriers and manufacturers will always try to protect themselves and can deny liability which is why you should never clean sign a Bill Of Lading, even if the delivery appears undamaged.
- You also must provide all possible evidence (including pictures) needed to justify any claims. Doing so within 48 hours of receipt is imperative because after that time window closes, Luxe Homes Direct is no longer responsible for any damaged, missing, or wrong items. If you do miss the 48-hour mark, we still encourage you to reach out to us and we will try our best to resolve the issue.
We received a shipment that is visibly damaged, what should we do?
- If visible damage to the products is evident, it is highly recommended that the receiver refuses the shipment. We highly recommend taking photos of the product to document the damage seen at the time of delivery and ask that you notify our customer service team as soon as possible so we can get the product re-shipped.
- The freight claim form must be completed in its entirety and submitted within 48 hours of receipt. Our customers are responsible for inspecting all product at the time of delivery and are expected to submit any freight claims that are needed within 48 hours. If damage is seen on the outer packaging of the product but you think the product is still in good shape, you can receive the shipment. If you choose to receive the shipment, you must thoroughly inspect the outer packaging, clearly notate any damage on the Bill Of Lading, and sign it with “upon final inspection”.
- Even if no evident signs of damage to the outer packaging are present, all Bills Of Ladings should be marked with this verbiage and not signed clean. Signing clean can allow carriers to deny liability if any damage is found even within the 48-hour time frame.
We received a shipment and found concealed damage, what should we do?
- We strongly encourage you to inspect and open all products within 48 hours as carriers tend to have strict policies with regard to damaged freight. It is crucial to notify us immediately and to submit any needed concealed damage freight claims and pictures showing the undamaged packaging and the product within 48 hours so we can hold the carrier accountable.
Will the driver allow me to inspect the shipment?
- Yes, the driver will allow you to inspect the freight. Some carriers/drivers are more willing to allow this than others as they may not have time to wait for you to break down pallets and open all the products. You will always have the ability to inspect the outer packaging and notate “upon final inspection” on the Bill Of Lading accordingly.
Will the carrier allow me to accept a partial shipment?
- This will depend on the carrier and the circumstance. Typically, if it is a multi-pallet delivery and only one pallet is damaged, they will allow you to accept the undamaged freight. If there is damage to a specific part of a pallet, you will most likely need to refuse the entire pallet. If you are accepting your shipment partial, please notate on the Bill Of Lading exactly what is damaged, what is being accepted, and what is being refused.
I suspect that I may be missing or receiving the wrong product, what are my options?
- Notate the missing or wrong items on the Bill Of Lading and notify our customer service team immediately. You will have 48 hours to report any missing or wrong product. If notified within the 48-hour window, Luxe Homes Direct will ship out the missing items and/or arrange for the wrong product to be shipped back to our facility. Rest assured, as long as we’re notified within 48 hours, we will create a replacement shipment or issue a credit.
Delivery Checklist
- Confirm that the shipment is yours. If the shipment isn’t yours, please refuse the delivery and contact our customer service team as soon as possible. Be sure to record the PRO/Tracking number prior to refusing the shipment.
- Inspect and count all product that is being delivered. Make sure part numbers and quantities match the packing list. If anything does not match, you must notate it on the Bill Of Lading and contact our customer service team within 48 hours of receipt.
- Check for damage on the product. If there is suspected damage, please refuse the shipment. If the damage to the outer packaging seems minimal, you can receive the shipment but the damage must be clearly noted on the Bill Of Lading. It is also best to practice taking pictures of the product at the time of receipt.
- If the driver does not allow you to inspect the freight or is not giving you the opportunity to refuse the shipment, do not sign the Bill Of Lading and contact our customer service team immediately.
