Garantía y retracto
Warranty and right of withdrawal
How to claim your kamado's warranty and the conditions under which you can exchange the product or exercise your right of withdrawal.
What does EL KAME's warranty cover?
The warranty covers manufacturing defects in the kamado's ceramic structure.
How long does the warranty last?
6 months on the ceramic, counted from the delivery date.
What does the warranty not cover?
EL KAME is a fine piece of equipment that requires certain care. The warranty does not cover damage from improper use. In particular, the ceramic must not get wet: damage caused by wetting the ceramic is not covered.
How do I make a warranty claim?
Message us directly on WhatsApp at +57 300 658 4509 with your case and photos of the product. We assess each claim according to the damage and, based on that assessment, make the appropriate decisions and let you know the steps to follow.
Does the warranty cover ceramic parts broken by an impact?
No. The warranty covers manufacturing defects in the ceramic, not damage from impacts, drops or mishandling. That's why we recommend following the equipment's care and use guidelines.
Can I exchange the product or withdraw from the purchase?
Yes. If, once you've received the product, you wish to exchange it or exercise your right of withdrawal, you can do so within the first 5 business days after receiving the package.
Under what conditions is an exchange or withdrawal accepted?
It is essential to ensure the product's integrity. The process can only begin when the product shows no signs of use, keeps its labels intact, is in impeccably clean condition, and the box and accessories are in perfect condition.
Who covers the shipping for an exchange or withdrawal?
The shipping and insurance costs for the exchange or withdrawal are borne by the buyer. The packaging must ensure the product arrives in perfect condition; it is the buyer's responsibility to take the measures needed so that the product, including its box, does not suffer damage in transit.
Not covered here? Write to us and we'll help.