About
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
- Consumer sends product to be claimed to Distributor office (dusdusan.com)*
- 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**
- 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***
- 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.