Warranty

 

Customer Care

Warranty & Returns

Having a problem with your hood?Start with our troubleshooting quiz — most issues are solved in a few minutes without a service call.

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Still not resolved?Open a warranty case by email with your model number, serial number, and proof of purchase.

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3 Years

Range Hoods

The first year covers both parts and labor; the second and third years cover replacement parts only.

1 Year

Ranges & Cooktops

A 1-year limited warranty covering parts and labor.

Limited Warranty

All our hoods come with a 3-year limited warranty. The first year covers both parts and labor; the second and third years cover replacement parts only. Ranges and cooktops have a 1-year limited warranty covering parts and labor.

Component Warranty

Proline Range Hoods warrants the electrical and other components against defects or malfunctions for three (3) years from the purchase date. Replaceable service items are not covered but are warranted to be defect-free at delivery.

To file a labor warranty claim in the first year, send an official quote to support@prolinerangehoods.com. Once approved, complete the warranty work and submit the paid invoice for reimbursement.

Extent of Warranty

The warranty is extended only to the original consumer purchaser at the original installation site.

Warranty Performance

In the event of a defect or malfunction covered under this warranty, contact us immediately. Provide written notice along with your original purchase receipt within 5 days of discovering the issue. Parts required for repair will be shipped free of charge; installation remains the customer's responsibility.

Acts Invalidating the Warranty

The warranty will not apply if the product has been subjected to negligence, alteration, misuse, or abuse. It does not cover improper installation by the purchaser. We advise against mounting range hoods above certain appliances (e.g., green eggs or friers); Proline is not liable for any resulting damage.

Disclaimers

Proline Range Hoods is not responsible for loss of use, incidental, or consequential damages. Under no circumstances shall we or our representatives be liable for any injury or property damage. This warranty grants you specific legal rights which may vary from state to state.

Written pre-approval required

Warranty Labor Reimbursement Policy

This policy governs labor costs associated with warranty repairs. It does not modify or replace the Proline Limited Warranty, which governs what parts and defects are covered.

1. What this policy covers

Proline warrants its products against defects in materials and workmanship under the terms of the applicable product warranty. In limited circumstances, Proline will approve a qualified third-party service provider to perform warranty repair work and will cover pre-approved, reasonable labor costs for that repair.

Labor coverage is discretionary and by written pre-approval only. Proline does not pay or reimburse any labor, service call, diagnostic, or trip charge that was not approved in writing by Proline before the work was performed. Verbal approvals, phone conversations, chat messages, and text messages are not approvals. Only a written approval email from a Proline representative authorizes payment.

2. Eligibility requirements

All of the following must be true:

  • The unit is within its warranty period and the failure is a covered warranty defect.
  • Proof of purchase from Proline or an authorized Proline dealer has been provided.
  • The unit's model and serial number have been provided and match the unit serviced.
  • Proline's technical support team has completed remote troubleshooting and determined that on-site service is required.
  • Proline has approved the work order by email, stating a specific approved amount and scope, before any work begins.

3. Service provider requirements

Because Proline does not maintain service technicians in every region, customers may be asked to source a local service provider. That provider must be a business — not an individual, handyman, friend, family member, or the customer — and must meet all of the following.

a. Business standing (required everywhere)

  • Registered business entity with a verifiable legal business name, physical business address, and business phone number.
  • Verifiable independent presence: an active business listing, website, or review history predating this repair.
  • Current general liability insurance; certificate provided on request.
  • No ownership, employment, household, or family relationship with the customer.
  • Provides a W-9 or equivalent on request.

b. Credentials appropriate to the work and the jurisdiction

There is no single national appliance-repair license, so Proline applies the standard that fits the work:

  • State or local registration where it exists — for example, California requires appliance repair businesses to register with the Bureau of Household Goods and Services, and Texas requires a Residential Appliance Installer License for installation work. Where such registration exists in the customer's jurisdiction, the provider must hold it and provide the number.
  • Electrical work — repairs involving hard-wired connections, branch circuits, or building wiring must be performed by a licensed electrician, and the license number must be provided.
  • Gas appliances — work connecting, disconnecting, or adjusting gas-burning equipment must be performed by a technician holding the plumbing, gas fitting, or specialty contractor license required in that jurisdiction.
  • Where no license or registration is required for the work, the provider must instead demonstrate an established appliance service business, technician certification (EPA 608, NASTeC, or manufacturer training), and current liability insurance.
Replacing a plug-in control board or a factory-supplied component inside the unit is appliance service, not electrical work, in most jurisdictions. Rewiring the circuit feeding the hood is not.

Proline reserves the right to require that work be performed by a service provider of Proline's choosing, or to require that the unit be returned for depot repair or replaced, in lieu of approving field labor.

4. Required Process

  1. Open a case

    Contact Proline support with model number, serial number, proof of purchase, a description of the failure, and photos or video of the issue. Keep all correspondence on this email thread.

  2. Remote diagnosis

    Proline support will troubleshoot remotely. Many issues are resolved at this stage without a service call.

  3. Submit a written quote

    If on-site service is needed, the customer or the service provider replies to the support thread with a written, itemized quote on the service provider's letterhead including everything in the Invoice and Quote Requirements section below. Proline may request registration, license, or insurance documentation at this stage.

  4. Written approval by email

    If approved, Proline replies on that thread approving the work order and stating a specific approved dollar amount and the specific approved scope. That amount is the maximum Proline will cover. Work performed before the approval email, outside the approved scope, or in excess of the approved amount is the customer's responsibility. Approval expires 30 days from the date of the email.

  5. Payment method

    The approval email will specify one of the following. Customers should not assume reimbursement is the default.

    • Direct payment by Proline (preferred). Proline pays the service provider directly at completion, by card over the phone or by a payment link issued with the approval. The customer pays nothing toward covered labor.
    • Reimbursement. If the provider requires payment from the customer at the time of service and will not accept direct payment, the customer pays and submits the paid invoice and proof of payment for reimbursement under Step 7.

  6. Perform the work

    If the technician discovers additional issues on site, work must stop and a revised quote must be sent to the same email thread for approval before continuing. Proline does not honor after-the-fact scope increases.

  7. Submit the final invoice

    Within 45 days of the repair, reply to the same email thread with the final invoice and, if seeking reimbursement, proof of payment. The invoice must match the approved quote in scope and may not exceed the approved amount.

  8. Payment

    Approved reimbursements are issued within 15 business days of receipt of complete documentation, by check or original payment method.

5. Invoice and Quote Requirements

Quotes and invoices must be submitted as a PDF or scan on the service provider's own letterhead or standard invoice template and must include all of the following. Documents missing any required element will be returned unpaid.

Business identification

Legal business name, physical street address (no P.O. box only), business phone, and email domain matching the business

Credentials

Registration or license number and issuing jurisdiction where required for the work (Section 3b), printed on the document

Invoice number

Invoice or work order number

Dates

Date of service and date of invoice

Customer information

Customer name and the service address where the unit is installed

Unit identification

Proline model number

Itemized labor

Hours worked, hourly rate, and technician name — not a flat lump sum

Itemized parts

Each part, part number, and price. Parts supplied by Proline under warranty must be listed at $0.00

Description of work

Specific diagnostic findings and the corrective action taken

Total

Subtotal, tax, and total, with any Proline-supplied parts shown at no charge

Proof of payment

(Reimbursement claims only) Card receipt, cleared check image, or bank/ACH confirmation showing payment to the business by name

6. What Is Not Covered

  • Any work performed without a prior written approval email from Proline.
  • Amounts in excess of the approved amount, or work outside the approved scope.
  • Labor performed by the customer, an unlicensed individual where licensing is required, or a party related to the customer.
  • Original installation, re-installation, or removal of the unit; ductwork, make-up air, electrical rough-in, or gas line work.
  • Modifications to cabinetry, soffits, drywall, tile, countertops, or finishes required to access the unit, and any repair of same.
  • Difficult-access charges, lifts, scaffolding, or additional labor caused by installation choices (e.g., units installed above high ceilings or behind fixed cabinetry).
  • Trip, mileage, fuel, or travel time charges beyond the provider's standard local service area.
  • Second trips caused by the provider's failure to bring the correct parts.
  • Expedited, after-hours, weekend, holiday, or emergency rate premiums.
  • Diagnostic visits that find no defect, damage from misuse, improper installation, power surge, pests, grease buildup, or lack of maintenance.
  • Cosmetic issues, filters, bulbs, and other consumables.
  • Freight, shipping, disposal, restocking, or storage fees.
  • Food loss, hotel, meals, lost wages, kitchen downtime, or other consequential damages.
  • Any invoice submitted more than 45 days after the date of service.

7. Fraud and Misrepresentation

Submission of a falsified, altered, duplicated, or inflated invoice — or of an invoice from a business that did not actually perform the work — will result in denial of the claim, voiding of the remaining warranty on the unit, and referral for collection or prosecution as appropriate.

Proline verifies business registrations, licenses, and payments, and contacts service providers directly to confirm work performed.

8. Discretion

Nothing in this policy obligates Proline to approve field labor for any particular claim. Proline may elect, at its sole discretion, to ship replacement parts, replace the unit, refund the purchase price, or deny field labor coverage entirely.

This policy may be amended at any time. The version posted on this page is the controlling version.

Need More Help?

Watch our step-by-step video for guidance on warranty claims and returns:

Or contact our support team directly:
Call: 1-801-973-3959
Email: support@prolinerangehoods.com