Warranty Claim / Technical Support - Stainless Steel Wax Melter - Chandler & Me

Lets get you melting wax again!

We are sorry to hear there is an issue with your Stainless Steel Wax Melter 30lb/15kg. Please read and complete this form carefully to help us identify the problem and arrange a solution for you as quickly as possible. Your answers also help us to improve our product and often we can help you with technical problems without the need to send your unit back.

Name*

First Last

Email*

Address*

Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Country

Where did you purchase your unit?*

Candlescience USA

Candle Creations NZ

Other

Date of order*

Please provide the original order date.

Order number*

Please provide the original order number.

What is the issue?*

Physically damaged or broken

Product not working on arrival

Product stopped working after a time

Continual E4 error

Other

Description of Problem*

Please explain the problem in detail

Please upload supporting pictures (or 5-10 second video) that will help explain the problem

Show any damage in your picture. For E4 errors if possible show the control panel settings.

Drop files here or

Accepted file types: jpg, gif, png, mp4, Max. file size: 20 MB, Max. files: 5.

E4 Errors

This section helps us to trouble shoot E4 errors and assist with technical support.

What is the target temperature setting on the display panel?*

This is shown on the right hand side of the display.

180F/82C (factory preset)

Other

What is the actual temperature when the E4 occurs?*

This temperature is shown on the left side of the display.

Power setting*

Was the unit power set to 600W or 1600W when the error occurred?

600W

1600W

What type and brand of wax are you using?*

What form of wax?*

Flakes

Blocks

Beads

Other

How much wax did you put in the vat?*

While melting, the lid was on/off?

Off

The warranty claims process

Review
Upon receiving your form we will review your information and in some cases we will be able to offer technical advice and assist to remedy your situation without the need to send your unit back. We may ask for further information, pictures and if possible a short video.

Collection
If your unit qualifies for repair or replacement under warranty we will email you a courier label and instructions for returning the unit. If your claim does not meet our warranty terms we will let you know your options.

Inspection
We will inspect and test the unit and if this reveals a manufacturing defect we will repair or replace it (at our discretion) and send it back to you at no cost. During the inspection we look for signs of misuse or unintended use; please note that this may affect your claim.

Return
Once we have received your unit for inspection our typical turnaround time is 7 DAYS. We will keep you updated throughout the process.

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