KROVEN BRASIL LTDA. establishes the following terms and conditions regarding warranty, technical assistance, and returns applicable to Kroven smokers.
Kroven smokers are covered by a 6 (six) month warranty against manufacturing defects, starting from the date the customer receives the product.
During the warranty period, if a manufacturing defect is confirmed, Kroven will repair the product or the defective component at no cost for labor or replacement parts required for the repair, subject to technical evaluation.
This warranty does not imply automatic replacement of the product with a new unit. Whenever technically possible, the solution provided will be repair.
To request warranty service, the customer must contact Kroven, provide the purchase information, and submit photos and/or videos that allow an initial assessment of the issue. When necessary, Kroven may request that the product be sent for technical evaluation.
The warranty does not cover problems resulting from:
Drops, impacts, accidents, or transportation arranged or performed by the customer;
Improper contact with water, excessive moisture, fire, or heat sources not intended for normal use of the product;
Misuse, negligence, or use of the product for purposes other than its intended purpose;
Modifications, adaptations, disassembly, or repairs performed by third parties without Kroven's authorization;
Damage caused by the use of incompatible accessories, batteries, chargers, or components;
Normal wear and tear resulting from use;
Natural characteristics and variations of wood, including differences in color, grain, minor natural movement, and other changes inherent to the material, when these do not constitute a manufacturing defect.
For purchases where the right of withdrawal under Brazilian consumer law applies, the customer may request a return within 7 (seven) calendar days from the date the product is received.
The return request must be communicated to Kroven within this period.
The product must be returned with its components and accessories. After the product is received and inspected, the applicable refund procedure will be carried out in accordance with applicable law and the payment method used for the purchase.
Products customized specifically for the customer, including smokers featuring names, initials, logos, brands, drawings, symbols, phrases, artwork, or any other engraving or customization requested by the buyer, are not eligible for return due to a simple change of mind, as they are produced or modified specifically according to the customer's request and cannot be returned to Kroven's regular inventory under the same conditions as a standard product.
Before customization is carried out, Kroven may provide the customer with a preview, mockup, or artwork confirmation for approval. Once the customization has been approved and completed, returns will not be accepted due to a change of mind, change of preference, or cancellation of the purchase.
This condition does not exclude the warranty against manufacturing defects. If a customized product presents a manufacturing defect covered by these terms, the 6 (six) month warranty and the corresponding right to repair will remain valid, subject to the conditions established herein.
If the customer identifies a problem, use of the product should be discontinued if continued use could worsen the damage, and Kroven should be contacted.
Kroven may request:
1. Order number or purchase identification;
2. Photos and videos of the product and the reported issue;
3. A description of the defect;
4. Shipment of the product or component for technical evaluation, when necessary.
Once a manufacturing defect covered by the warranty is confirmed, Kroven will perform the necessary repair and return the product to the customer.
These Terms supplement the rights provided to consumers under applicable law and do not exclude, limit, or replace any rights that are mandatory by law.
Any situations not specifically addressed in this document will be reviewed individually by Kroven in accordance with applicable law.
KROVEN BRASIL LTDA.
Cascavel – Paraná – Brazil
