GreenPan Maintenance Policy

Within two years from the date of purchase or receipt, GreenPan provides a warranty for materials or craftsmanship defects that may occur in the product and its non-stick coating during normal and non-commercial use. If there are issues with the product, please contact our customer service team and present the official receipt of purchase in Hong Kong on the day of maintenance service. Once our customer service confirms the validity of the warranty period and identifies a product defect, we will replace it for the customer, or, in the absence of the same product, provide a similar product of equal or higher value.

*Failure to provide valid proof of purchase may result in the right to refuse free maintenance service.

What does our maintenance cover?

During the warranty period, if there is abnormal peeling or flaking of the coating due to non-human factors, please contact our customer service for exchange arrangements. Other issues related to cookware will be assessed by our customer service for further arrangements.

*Customer service reserves the right to make the final decision.

Can defective products be exchanged?

Within 7 days of receiving the product, please check it immediately. If the product is damaged, broken, chipped, or has ceramic peeling or any other issues, please do not use or clean the product and contact our customer service immediately for an exchange. If it has been more than 7 days since the purchase or receipt date, or if the product has been used or cleaned, we will be unable to arrange an exchange.

*Please retain packaging materials or the outer box within 7 days.

What situations are not covered by the warranty?

Our warranty does not cover any defects or damages caused by the following situations:

  • Failure to follow our product usage and maintenance recommendations
  • Excessive heating, prolonged exposure to open flames, or dry burning
  • Improper use or mishandling
  • Damage caused by incorrect use (e.g., scratches)
  • Ingredients burnt onto the coating
  • Accidents and intentional damage
  • Normal wear and tear
  • Exposure of the product to abnormal corrosive environments
  • Expenses incurred for shipping or other charges during the claim process
  • Commercial use
  • Accessories and tableware

How to exercise your rights within the warranty?

If customers need maintenance service, please contact our customer service department. If the product requires repair, customers need to bring the product and a valid receipt to the repair centre and pick it up at the same location after the repair.

Contact details for the service centre

Ace Kitchen Limited

Address: Flat 2203, 22/F, Lemmi Centre, 50 Hoi Yuen Rd, Kwun Tong, Hong Kong
(5 minutes walk from B1 Exit, Kwun Tong MTR station)

Phone: +852 3568 7885


Business Hours: Mon-Fri, 10 am-6 pm (by appointment only)