Warranty Guide

TWNZ Warranty Guide – For Customers And Consultants

Warranty Policy

Tupperware products are guaranteed to the original owner under normal domestic use. 

Products not originally bought in New Zealand cannot be covered as we may not be able to source parts suitable for that product. Tupperware’s guarantee covers most pieces except in those which contain metal parts. Depending on the product, it may or may not be covered under the guarantee if it contains metal, because metal parts are manufactured in a different way. The Q guarantee covers products for 30 days.

To get the most from the many features and benefits of Tupperware products it’s important to read the instructions and learn how to use them correctly, for example; which products are intended for freezer or microwave and are dishwasher safe. 

This is particularly important when it comes to cookware and knives. Cookware comes with specific instructions that are applicable to most brands of cookware. For example: knives should never be washed in the dishwasher.

How the Warranty Process Works

Items sent back to the warehouse are inspected for faults and, if the claim is accepted, either a replacement part is found for the product, or we offer a voucher to replace the part that was sent in to us. With parts, like seals, for items five years old or less, it is possible to only send the seal in for us to inspect. The warranty process may take several weeks by the time we receive the products, order the required parts, and process them. We will give a credit – with a link to the suggested product via email.

We do this so that the claimant has an option to select something else if they wish. We do this because in consideration of the old system, customers often wanted to choose something else and requested to send it back after we had already sent it out and replaced it with something different. To improve customer service, and at the request of customers we have introduced this option. It is also to ensure that the customer chooses their correct address and has the option of redirecting the parcel if they are not going to be home.

Tupperware Brand products are guaranteed, to the original owner, to be free of manufacturing defects and to perform under normal domestic conditions for the lifetime of the product.

  1. Consultants cannot accept a warranty item on behalf of Tupperware, but can assist with the process of submission.
  2. All claims MUST go through the warranty page and form so claims can be tracked. Items sent in that bypass this form may be returned to sender.
  3. All parcels sent to the warehouse are the responsibility of the claimant receipted in at the warehouse. Only items sent in are eligible for claims, if you miss an item in the form, you can send it in, with the item added to the form inside.
  4. All claims will be finalised through the website checkout process so the address is chosen by the customer. This is so the claimant, and the TWNZ warranty team can trace the parcel from the time it leaves the warehouse to the delivery point.
  5. Credit will be awarded rather than items being sent out so the claimant has the option of choosing whether they want our suggested replacement or an alternative before it is sent. 
  6. Credit will include the value of shipping, but will only be awarded for any items physically received at the warehouse. This is to prevent multiple claims requesting a full replacement for each individual part. 
  7. There is a record of how many claims have been placed by an identity and household. We may ask for information about a claim or the claimant prior to proceeding.
  8. Claimants can ask warranty questions via the my-account page. Orders can also be tracked here. All claimants will have an account to do this to reduce the double handling of enquiries.
  9. When completing the warranty form, claimants need to include details for where the item(s) were purchased, for example: party, consultants name etc. Claims may be denied if this information is not included.
  10. Due to Worksafe Regulations, we cannot accept items dropped off in person at the warehouse.
  11. Tupperware has been making products for 75 years so we do not always have all parts in stock. We calculate the value of parts with a formula, and may apply credit based on this.
  12. We do not return parts replaced with new items in a claim unless they are part of an item required for functionality. If there is a specific reason why an item needs to be returned, this must be specified in the submission form for consideration.
  13. Items sent in are for assessment, and each item may be accepted or declined upon inspection.

Warranty covers the lifetime of the product for the original purchaser.  Our warranty covers customers to a level above and beyond traditional guarantees. For the best service, return the product with the proof of purchase. No proof of purchase, no worries; but the product must be returned for assessment with reference to where the item(s) were obtained from (as above).

There are images to refer to before sending in items to avoid disappointment. Claimants must follow procedure to be eligible for warranty, completing the form or sending in items does not constitute automatic acceptance approval.

Value will be given depending on several factors. Careful consideration, key indicators and set guidelines are used to determine what criteria is or it not met and whether something is covered. Obviously we want to provide the best service we can for customers who have purchased a new Tupperware product from TWNZ or from a Consultant in the past.

Items that are most often rejected fall under the following categories:

  • Burning
  • Blistering
  • Print coming off (e.g. dishwasher)
  • Scratching
  • Melting (including items with heat damage from food being overheated in the microwave leaving a “ring” inside)
  • Rusting (e.g. leaving in damp dishwasher)
  • Impact damage from being dropped or crushed and misshapen
  • Staining
  • Product misuse
  • Lost parts
  • Items not previously sold in New Zealand
  • Fading and discolouration
  • Use of product outside of specification
  • Cookware used above 230°c or if you have used spray-on oil (as explained in instructions, this can affect all non-stick cookware)
  • Ripped silicone that isn’t a tear on a corner or bend or has been started by a cut from a utensil

Checklist. Prior to submission, check products to ensure they do not fall into the following categories:

  • Normal product wear and tear
  • Product has been overheated
  • Cookware warped by rapid cooling (run under cold water)
  • Cookware warped by uneven or overheating
  • Blistering
  • Print coming off (e.g. dishwasher)
  • Scratches
  • Melting (including items with heat damage from food being overheated in the microwave leaving a “ring” inside)
  • Rusting (e.g. leaving in damp dishwasher)
  • Impact damage from being dropped or crushed
  • Lost parts
  • Items not previously sold in New Zealand
  • Faded, stained or discoloured
  • Use of product outside of specification

If affected by these issues, items may be declined.

What is Covered by Warranty?

Splitting, peeling and cracking caused by manufacturing defects (conditions apply). Warranty does not cover items that have been misused or put under greater than usual stresses. This includes products that have been broken through dropping, crushing, or exceeding use guidelines.

This also includes using cookware at a temperature higher then 240 degrees Celsius. Another example is using a product not approved for the microwave, in the microwave. Below are some visual examples for you to give you an idea of what may or may not be covered. Our experienced team has 30-plus years’ experience and know Tupperware products intimately. Along with the aid of Tupperware’s mold number reference guide, they can determine the origin, of where and when a product was manufactured. 

Limited Tupperware Warranty

Tupperware® brand products are warranted by Tupperware against chipping, splitting, breaking or peeling under normal non-commercial use for the lifetime of the product. If, due to unavailability, and an actual product replacement cannot be made, comparable product replacement will be made, or credit toward future purchases of Tupperware® brand products will be given. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Warranty replacement items or parts may be subject to shipping and handling charges and applicable taxes.

G Warranty

Products designated with the G symbol are warranted to be free of manufacturing defects. This warranty does not include chipping or breakage of glass or china items due to dropping.

Quality Warranty

Products marked with the Q symbol are warranted to be free of manufacturing defects for one year. If, due to unavailability, actual product replacement cannot be made, we will credit the full purchase price amount toward future purchases of Tupperware® brand products. Warranty replacement items or parts will be subject to shipping and handling charges and applicable taxes.

Products designated with the G symbol are warranted to be free of manufacturing defects. This warranty does not include chipping or breakage of glass or incorrect use. If, due to unavailability, an actual product replacement cannot be made, we will credit the full purchase price amount toward future purchases of Tupperware® brand products. Warranty replacement items or parts may be subject to shipping and handling charges and applicable taxes.

See Chef Series information.

Items are not covered under warranty for chemical-ingredient composition. Products that may have contained BPA at the time of manufacture are not eligible for replacement based on only their chemical composition. 

Chef Series knives should not be left in a dishwasher, as this can cause them to show surface rust after a day or so. This can be removed with Jif or other cleaning products, but it is not a manufacturing fault. 

Chef Series cookware should not be used with spray-on cooking oil. This product can affect the non-stick properties of most brands of non-stick frying pans. Warping is usually caused by uneven cooking surfaces or rapid heating or cooling when it is exposed to extreme heat changes. For example, running a hot frying pan under cold water. When purchasing cookware, please ensure included instructions are followed.

Chef Series Pans

This premium line is designed to honour your ingredients, your skills and your imagination in the kitchen. Each piece features high-quality construction. 

Construction: This premium line of cookware features quality construction for superior performance and durability for novice or experienced chefs. Hard anodized aluminium is harder than steel and heats very quickly and evenly. Plus, the anodization process binds the non-stick coating to the interior to best resist flaking or peeling. An additional stainless steel capped-aluminium disc is added to the cookware to create an encapsulated base.

Key Features and Benefits 

• Compatible on all cooking surfaces (gas, electric, ceramic and induction). 

• Aluminium is a very fast conductor of heat, meaning the cookware will heat quickly and very evenly (fewer hot spots). 

• Hard anodized aluminium is more resistant to corrosion and wear, and easier to clean. • Features Eterna® non-stick coating that’s PFOA free. 

• Cast-hollow handles offer a superior grip and stay cool to the touch when cooking, allowing you to transfer hot foods from any cooking surface to a plate or platter with both ease and confidence. The thumb stop on the Fry Pans indicates where it is cool to hold. 

• All bases are safe for use in conventional ovens up to 450ºf/232ºc. 

• You can only use stainless steel covers in the oven. 

• Tempered glass covers enable you to view contents while cooking. Do not use glass covers in ovens or under a grill. 

Cooking with Hard Anodized Aluminium Pans 

• Preheat the pan on low to medium heat for one to two minutes before adding any food. 

• Achieving the right temperature is required to prevent sticking and optimize browning of your meat. 

Energy Saving Tips 

• Turn your stovetop off five minutes before the end of the cooking time. The encapsulated base will keep the pan hot enough to finish the cooking process. 

• Choose the right size for the job; filling your pan to 2/3 is best. 

Use & Care 

Before first Use 

• Read the insert thoroughly and save for future reference. Remove any labels (if existing) before cooking. 

• Hand wash in hot, soapy water; rinse and dry. 

• The diameter of the base of the cookware should correspond with the diameter of the stovetop burner being used.

 • Never allow flames from a gas cooker to extend up the sides of the pan. To maintain balance on a gas range, ensure the long handle is positioned over a grate prong. 

• Do not use the pans in a microwave oven, over an open-flame campfire, on top of a grill or under a broiler unit. 

• When in use, keep out of the reach of children. 

• Do not leave an empty piece of cookware on a hot burner or allow the pan to boil dry. 

• Handles should never be placed directly over the heat source. 

• Do not drop cookware. Dropping may lead to misshapen pans.

• Do not use aerosol cooking sprays as they may leave a gummy residue and cause foods to stick. 

• To protect the high-quality non-stick coating of the cookware, DO NOT use metallic or sharp-edged utensils on the product as this will damage the nonstick coating. Our KP tools range are perfect for using with non-stick cookware.

• Do not use a hand mixer in your cookware as this will damage the non-stick coating. 

• Always stack the pans with a cloth between them – or our pot protectors to preserve the outside and inside surfaces of the cookware. 

• Tempered glass covers can shatter if dropped and should be handled with care • In case of covers with side holes for steam, it is recommended not to direct the holes towards the handles to avoid over heating of the handles. 

• Use oven mitts or potholders to grab handles on cookware that has been placed in a hot oven. 

Cleaning 

• Allow cookware to cool gradually before cleaning. Do not rinse a hot pan with cold water, as it may cause hot grease to splatter or steam to be created, which could cause injury. 

• The Cookware is dishwasher safe. However, if they touch other pans or metal parts during the dishwashing cycle, there is a risk of damage due to scratches. Hand washing is recommended to keep Cottage Series in the best condition. 

• To hand wash, use only non-abrasive, non-chloride cleansers and a sponge, nylon scrub brush or a Tupperware Microfiber Towel. 

• Remove stuck or crusted-on foods by soaking fry pans in hot water with dish detergent. 

• Do not use steel wool or metal products for cleaning your cookware as they will scratch glass and body surfaces. 

• Do not use bleach for cleaning cookware. Strong such solutions such as bleach can corrode the material. 

Warranty Tupperware Chef Series Cottage Cookware is designed and manufactured for lasting durability and carries the Tupperware quality warranty, which is limited to a warranty of three (3) years from date of purchase. 

The Tupperware warranty ensures replacement if a product presents any defects arising from faults in manufacturing or materials when used according to directions and in normal domestic use. The warranty does not include damage to the product resulting from negligent use or misuse of the product (e.g. excessive overheating, discolouring, stains and scratches on the inside and outside, or any knocks it may have received or if it has been dropped. 

Can Openers:

Can openers are warrantied for 30 days from receipt of item by the customer. We require proof of purchase for can opener claims. Often can openers are not actually faulty but just being used incorrectly. Can openers can last for decades if the instructions are followed:

Please check the following (as per use instructions):

  • That the products opening mechanisms have not been submersed in or come into contact with water.
  • That the opening “wheels” have not had impact damage which can cause misalignment of the two parts.
  • The can opener has been used “in the air” rather than with the can sitting in the bench which can force the barrel out of alignment.
  • The pincers have not been used to pull the lid off the can.

Some suggestions by Consultants (no responsibility is taken by TWNZ)….”Use a gentle downward tap on the “barrel” to realign the opening parts closer together again or try turning the can upside-down”

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