Warranty Information

Every piece of new commercial equipment sold by Norpex is covered by the manufacturer’s warranty, which we pass through to you in full. We don’t add or extend warranty coverage unless it’s explicitly noted on the product page (some refurbished units carry a Norpex 90-day warranty; some new items are eligible for extended-protection plans you can add at quote stage).

The page below covers how warranty works in the commercial equipment world, the terms by major brand, and the process for filing a claim.

How commercial equipment warranty works

Commercial warranties differ from consumer warranties in two important ways:

• Coverage typically separates parts from labor. A “1 year parts, 1 year labor” warranty means the manufacturer pays for both replacement parts and the technician’s hours. A “1 year parts only” warranty means you (or your service contract) pay the technician.
• Service is performed by an authorized service network. You don’t ship a 700-lb reach-in to a repair shop — a certified technician comes to your site. We help you find one near your postal code if you don’t already have a relationship.

How to file a warranty claim

1. Don’t call the manufacturer first. Email warranty@norpex.ca with the model number, serial number, install date, original order number, and a description of the issue (photos and short videos help).
2. We open the claim with the manufacturer on your behalf. This usually takes one business day; sometimes same-day for emergencies.
3. The manufacturer dispatches an authorized service technician to your site, or — for parts-only claims — ships the part directly to you or your tech.
4. Repair is performed; you sign off; the manufacturer or service company invoices the warranty.

You can call the manufacturer’s service line directly if you prefer, but we usually get faster turnaround going through our dealer relationships — the queue is shorter.

What’s covered

• Defects in materials and workmanship under normal commercial use.
• Premature component failure (compressors, control boards, fans, igniters, etc.) within the warranty period.
• Manufacturer-acknowledged design defects.

What’s NOT covered

The standard exclusions across virtually every commercial equipment manufacturer:

• Misuse or abuse. Running a refrigerator with the door propped open, putting items in a fryer that aren’t meant to be fried, etc.
• Normal wear items. Door gaskets, light bulbs, knobs, casters, igniters past a certain runtime, blades.
• Improper installation. Wrong voltage hookup, missed plumbing requirements, inadequate ventilation, no clearance for airflow, missed initial startup commissioning. The most common warranty denial.
• Electrical damage from improper supply. Voltage spikes, brownouts, miswired circuits, inadequate amperage.
• Water damage from flooding, plumbing leaks, or pressure-washing equipment that isn’t rated for it.
• Use in a residential setting. Most commercial warranties are void the moment a unit is installed in a non-commercial location.
• Cosmetic damage after delivery.
• Acts of god — fire, flood, lightning, etc.

Authorized service network

Each major manufacturer maintains an independent network of authorized service companies (ASCs) across Canada. Major hubs (Toronto, Montreal, Vancouver, Calgary, Edmonton, Ottawa, Halifax, Winnipeg) typically have multiple ASCs per brand and same-day or next-day response. Smaller markets may have one ASC and 2-5 day response. Remote locations sometimes require a tech to fly in — the manufacturer covers travel where the warranty entitles them to.

If you’re not sure who covers your area, send your postal code to warranty@norpex.ca and we’ll send you the local ASC list for the brands you own.

Extended-protection plans

For select equipment categories — primarily refrigeration, dishwashers, and combi ovens — we offer 2nd and 3rd year extended-protection plans through the manufacturer or a third-party administrator. These can be added at quote stage. Pricing depends on the unit; typically 4-8% of the equipment price for an extra year of full parts and labor coverage.

If you’d like extended coverage included in your quote, mention it when you submit. We won’t push it on every order — for low-failure-rate categories the math doesn’t work, and we’d rather tell you that than sell you something you don’t need.