Warranty & After-Sales Service

Warranty coverage

Smartool warrants its equipment against defects in materials and workmanship under normal commercial use, for the periods below. These terms apply to equipment bought from Smartool USA for use in the United States, unless your quote or the product’s specifications state otherwise.

Coverage starts on the date of purchase. Keep your invoice and the machine’s serial number.

How to make a warranty claim

1. Check the guide

   Many problems are settings or cleaning issues. Look up the symptom or display code in the Fault Diagnosis guide.

2. Contact support

   Send the model, serial number, order number and a short video of the problem.

3. Remote diagnosis

   Our technical team reviews the video or joins a video call to find the cause.

4. Parts or repair

   Covered parts are shipped free of charge. Where a technician visit is needed, on-site service can be arranged by appointment in some major metro areas.

What the warranty does not cover

• Damage from incorrect installation, a supply voltage different from the rating plate, or power surges
• Problems caused by not cleaning or maintaining the machine as described in the manual
• Accidental damage, misuse, modification, or repairs by unauthorized persons
• Use of non-original parts
• Freight damage that was not noted at delivery (see the Shipping Policy)
• Fire, flood, lightning and other events outside our control

Parts after the warranty

Original factory parts remain available after the warranty ends and are sold at cost. Send us the model and serial number and we will quote the part.

Repaired and replaced parts

Parts repaired or replaced under warranty carry a 90-day warranty.

Extended warranty

Extended warranty (1–2 additional years) and maintenance contracts may be available for some models. Ask us when you request a quote.

Keeping your machine running

Regular cleaning prevents most service calls. These guides cover the routine steps:

• Commercial ice machine cleaning guide
• How to clean a slush machine
• Slushy machine problems and quick fixes
• Fault Diagnosis guide for soft serve machines, ice makers and freezers