Lifetime Warranty Terms

Substitution warranty applies for damage of Medina products and does not apply for:

• Product decoration such as printing, sticker, etc.
• Product accessories such as bag, strap, carton box, etc.
• Certain products which are excluded from the warranty (informed during launching)

Damages which are not covered by the warranty:

• Melt due to fire or extreme heat (e.g. contact with a heated pan)
• Warp or expansion caused by exposure to heat in a long period of time
• Stain caused by certain food that does not affect functionality
• Intentional breakage
• Bite mark that causes damage
• Scratch that happens during normal use that does not affect functionality
• Slit caused by shapr objects that does not affect functionality

Lifetime Warranty Procedure

1. Consumer sends product to be claimed to Distributor office (dusdusan.com)*
    
2. Distributor staff checks if the product is in any condition that meets Lifetime Warranty terms. 
   
   • If it does, they decide whether to conduct a Regular or Non-regular substitution.
   • If it does not, Distributor staff gives Consumer an explanation**
3. Regular substitution process 
   Applies to Medina products which are featured in the catalog at the time. 
   • Substitute product is taken from Distributor's available stock.
   • Substitution is made only to damaged part(s), as opposed to the whole product.
   • Color of substitute part follows Distributor's stock availability.
   • Product is then delivered directly to Consumer*.
   • If Distributor's stock is not available:
     • Distributor processes substitution submission to Principal.
     • Consumer receives a proof of warranty claim**
     • Once substitute is ready, product is delivered to Consumen***
4. Non-regular substitution process
   Applies to Medina products which are not featured in the catalog at the time or old product with empty stock. 
   • Distributor staff checks retail price and substituted amount over claimed product, then informs Consumer via email**
   • Distributor issues an e-voucher worth the substituted amount and sends it to Consumen via email after getting confirmation.
   • Use of e-voucher complies to valid terms.

*   Postage fee is borne by Consumer.
**  Estimated max. time 3 working days since damaged product is received by Distributor from Consumer. 
*** Estimated max. time 3 working days since substitute product is received by Distributor from Principal.