Warranty

Every machine we sell is covered by its manufacturer's warranty, and we handle the claim for you here in Malaysia rather than sending you overseas.

Cover1 to 3 years, depending on the brand and the model. The exact term for your machine is confirmed on your invoice.
What is coveredParts. A defective component is replaced free of charge within the warranty period.
DiagnosisFree troubleshooting by phone or video call, for as long as you own the machine.
On-site visitsAvailable. Call-out, travel and labour are chargeable, and always quoted before we come.

Covered

  • Manufacturing defects in parts and materials
  • Components that fail in normal use within the warranty period
  • Phone and video diagnosis, free and unlimited
  • Replacement parts shipped to you

Not covered

  • Wear items consumed in normal use — belts, seals, bowl scrapers
  • Damage from misuse, overloading or dropping
  • Damage from incorrect power supply or unstable mains
  • Repairs or modifications carried out by someone else
  • Rust or corrosion from washing down an unsealed machine
  • Call-out, travel and labour for on-site visits

Making a claim

  1. Tell us what is happening. Email or WhatsApp with your order number, the model, and a short video of the fault. A video usually saves several days.
  2. We diagnose it together. Most faults are settings, loading or power — and get solved on the call, at no cost.
  3. If a part has failed, we confirm it is within warranty and ship the replacement to you.
  4. If it needs hands on it, we quote the call-out, travel and labour first. Nothing is charged without your agreement.
Keep your invoice. It is the proof of purchase and the warranty start date. If you cannot find it, we can look up your order.

Common questions

Which machines get 1 year and which get 3?

It depends on the manufacturer and the model rather than on us. The term that applies to your machine is stated on your invoice — ask us before you buy and we will confirm it.

Is labour covered during the warranty period?

No. The warranty covers parts. Diagnosis by phone or video is free, but an on-site visit is charged for the call-out, travel and labour, quoted before we attend.

Do you need to come to my bakery?

Usually not. Most problems are solved over a video call. If a technician is needed, we will say so and quote it.

What about parts held by the manufacturer?

Some parts are stocked by the distributor rather than by us. We will tell you honestly what is on hand and what has to be ordered in, along with the expected wait.

Does the warranty transfer if I sell the machine?

Contact us with the details — it depends on the brand, and we will check with the manufacturer for you.

To start a claim, email support@shopython.com.my or WhatsApp 017-805 6033.