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ORDERING REPLACEMENT PARTS
Before contacting the customer service department, check the NAC web site for more extensive cleaning, maintenance, troubleshooting and part
replacement instructions at www.napoleongrills.com. Contact the factory directly for replacement parts and warranty claims. The customer
service department is available between 9 AM and 5 PM (Eastern standard time) at 1-866-820-8686 or fax at 1-705-727-4282. In order to process
a claim, we must be provided with the following information:
1. Model and serial number of the unit.
2. Part number and description.
3. A concise description of the problem ('broken' is not sufficient).
4. Proof of purchase (photocopy of the invoice).
In some cases the customer service representative may request to have the parts returned to the factory for inspection, before providing
replacement parts. The parts must be shipped prepaid to the attention of the customer service department with the following information:
1. Model and serial number of the unit.
2. A concise description of the problem ('broken' is not sufficient).
3. Proof of purchase (photocopy of the invoice).
4. Return Authorization number - provided by the customer service representative.
Before contacting customer service, kindly note that the following items are not covered by the warranty:
-costs for transportation, brokerage or export duties
-labor costs for removal and re-installation
-costs for service calls to diagnose problems
-discoloration of stainless steel parts
-part failure due to lack of cleaning and maintenance, or use of improper cleaners (ovencleaner).