Frequent Ask Question: Aftersales Service
Q: Does your product have free of charge warranty services?
A: All home electrical appliances have free warranty. Under the normal usage of products, the warranty period for different product categories is listed as below:
| Product Categories | Warranty Period |
|---|---|
| Refrigerator, Air-conditioner | 3 years for product and 5 years for compressor*, Service at site |
| Freezer, Dehumidifier | 1 year for product and 5 years for compressor*, Service at site |
| Wine cellar, Steam Oven, Built-In Induction and Infrared Hob | 1 year for product, Service at site |
| Mini Fridge, Small Home Appliance, Wine cellar of capacity 6 bottles or less, Air Cooler, Single Induction Hob | 1 year for product, Self taken service at the service center |
* The extra warranty for compressor is for the compressor parts only. It does not cover other expenses, e.g., fee for other parts, labor and cost for refrigerant refill, and transport costs of the product to/from our repair service workshop.
Q: Where are the Hong Kong service center and Macau service center?
A: The addresses are as below:
| Address | |
|---|---|
| Hong Kong | Flat 03, 4/F, Fuk Hong Industrial Building, 60 - 62 Tong Mi Road, Mongkok, Kowloon |
| Macau | Rua De Corte Real No.18C, LJ.G, RC. |
Q: What are the office working hours?
A: The Hong Kong and Macau service centers open at:
| Monday to Friday | Saturday | |
|---|---|---|
| Hong Kong | 10:00am to 12:00am 2:00pm to 5:00pm |
Closed |
| Macau | 10:00am to 5:00pm | 11:00am to 1:30pm |
Q: How much do you charge for on-site maintenance?
A: Depending on whether the product warranty has expired or not, and the type and model that needs repairing. During the warranty period, refrigerators, air conditioners, freezers, dehumidifiers, wine cabinets, steam ovens, and built-in hobs can enjoy free of charge maintenance services. However, for service on Hong Kong outlying islands (not including Tung Chung Town center) or other remote areas and restricted areas, an additional traffic and service surcharge will apply. For details please check with the customer service center.
Q: Do I need to make an appointment for maintenance?
A: Yes. Please call our service center for arrangement.
Q: Do I need the purchase receipt to get the free warranty?
A: If the receipt is lost, we are unable to provide free warranty because we are not sure it is within the warranty period. Therefore please keep the purchase receipt safely.
Q: Can I still enjoy maintenance services after the free warranty period has expired?
A: Maintenance services are available, but the company will charge inspection fees depending on the product. After inspection, we will quote (parts and repair costs) first and let the customer confirm before repairing. If the customer decides not to repair, he still has to pay for the inspection fee.
Frequent Ask Question: Product
Mobile Air Conditioner
Q: Do I need to drain away the water in normal circumstances?
A: Portable Air Conditioner comes with a self-evaporative system. Generally speaking, it is no need to drain the water manually. However, when the humidity is high, you may have to connect the drainage pipe in order to drain the water away.
Q: When using the portable air conditioner, what do I need to be aware of?
A: Portable air conditioners are equipped with a filter that needs to be cleaned regularly to prevent dust accumulation and affecting performance. In addition, it is recommended to drain accumulated water regularly. For details, see the drainage method in the manual.
Q: I hear noises when using the mobile air conditioner, is that normal?
A: Yes, it is normal. The noise comes from the compressor when the portable air conditioner is in use.
Q: How to install the portable air conditioner?
A: Please refer to the video on YouTube for guidance.
Watch here
Q: Is there a limit to the length of the exhaust pipe for portable air conditioner?
A: The exhaust pipe accessory is 1.5 meters. It is advised the maximum length cannot be longer than 3 meters, or it will affect the cooling performance.
Dehumidifier
Q: Does the dehumidifier need to be drained?
A: The dehumidifier has a water tank that can carry the water extracted from the humid air. If continuous dehumidification is required, it can be connected to a drainage pipe for drainage, but make sure the pipe is unobstructed.
Q: What do I need to be aware of when using the dehumidifier?
A: The dehumidifier has a filter that needs to be cleaned regularly to prevent dust accumulation from affecting performance. The water tank should also be cleaned regularly to prevent the growth of mold or bacteria.
Q: Should I be hearing noise from the dehumidifier?
A: The compressor will make noise when the dehumidifier is operating. This is normal.
Built-in induction- infrared hybrid hob and Built-in double induction hob
Q: Why can’t both sides of the hob use maximum power at the same time?
A: The intelligent power sharing of the Induction Cooker automatically distributes power between the 2 hobs.
Q: How to clean stains on the induction hob?
A: If there is slight dirt on the black crystal panel and control panel, use a soft wet rag to wipe it. If there is any grease stain, use a soft wet rag with a small amount of toothpaste or detergent to wipe it clean. Do not use hard brushes for cleaning to avoid damage to the black crystal plate.
Q: How to choose the right cookware?
A:
| Type | Cookware |
|---|---|
| Induction hob | Induction compatible cookware made of steel, cast iron, enameled iron, stainless steel, flat bottom pans/pots with diameter from 12 to 26cm. |
| Infrared hob | No limitation of material use in cookware. Flat bottom pans/pots with diameter from 12 to 26cm can do. |
Refrigerator and Freezer
Q: Will the refrigerator freeze?
A: Generally, refrigerator can be divided into two types: direct cooling and frost-free refrigerator. A thin layer of frost may appear on a direct-cooling refrigerator after being used for a period of time. This is normal and requires just melting the frost. There is no frost in a frost-free refrigerator.
Q: Does the freezer need to be defrosted?
A: Freezer requires manual defrosting.
Q: Why do I hear “water running” sound and “pop” sound from the machine sometimes?
A: For the compressor type refrigerator, the internal temperature is reached by the circulation of the refrigerant in the pipeline. The fluid of refrigerant may generate some flowing sound and the sound from the slight movement caused by the inconsistent thermal expansion and contraction of various materials under sudden temperature changes when the compressor starts and stops. This is a normal phenomenon.
Q: What is the proper way to store a refrigerator and/or a freezer?
A: Since the machine needs to disperse heat, the space between sides/back and the walls should not be less than 10cm.
Wine Cellar
Q: How to clean my wine cooler?
A: Unplug your cooler and remove all shelves. Clean the inside surfaces with warm water or a baking soda solution. Clean the metal shelves with a mild detergent solution or a soft cloth and wood cleaner for the wooden shelves.
Q: Should I choose a single temperature zone or dual temperature zone wine coolers?
A: Single zone wine coolers have a single cooling temperature, ideally for storing red wine. White wine is stored at a lower temperature. Therefore, if you plan to store both red and white wine in a single wine cooler, you should choose a dual temperature zone wine cooler with separated storage and temperature control.
Q: All the small wine cellars are thermoelectric cooling type. What is thermoelectric cooling?
A: A thermoelectric wine cooler contains a cooling node. As the electrical current passes through the cooling node, the outside of the tile will heat up and the other side (the side facing into the cooler) will cool down. The cool air will be distributed evenly throughout the interior of the unit by a set of small fans inside the unit.
Q: Can I use my wine cooler for food storage as well?
A: No. Wine cooler is not like a refrigerator. The temperature is not suitable for keeping food. Moreover, the smell of food would affect the aroma of wine.
Q: What is the proper way to store a wine cellar?
A: Unless it is a built-in/built-under type wine cellar, a cellar needs to disperse heat, the space between sides/back and the walls should not be less than 10cm. Moreover, make sure the wine cellar is not placed too close to a heat source. Avoid direct sunlight. Clean the dust filter behind the case regularly to improve ventilation.
Q: Should I be hearing noise from the wine cellar?
A: For the compressor type wine cooler, it works as a refrigerator and the internal temperature is reached by the circulation of the refrigerant in the pipeline. The fluid of refrigerant may generate some flowing sound and the contraction and expansion of the inside pipeline walls may also cause light noises. To keep the cellar at a level surface can help minimize the sound.