KOSTCH FAQ

1. Product Usage & Operation

Q1: How do I set up my appliance for the first time?
A: Follow the quick-start guide in the manual. Ensure proper gas/power connections. Refrigerators should stand 2–4 hours before plugging in.

Q2: How do I use the Range?
A: Turn the control knob or press the ignition button while the gas/power supply is on.

Q3: How do I operate the Range Hood?
A: Press the power button and select your preferred fan speed. Use it during cooking for best results.

Q4: How do I use the Dishwasher?
A: Load dishes, remove large food scraps, add dishwasher detergent, select a cycle, and press start.

2. Cleaning & Maintenance

Q5: How should I clean the Range Hood?
A: Remove and wash filters with warm soapy water, dry thoroughly, and reinstall. Wipe exterior with a soft cloth.

Q6: How often should I defrost my Refrigerator?
A: Check every 6–12 months. Defrost when frost is thicker than 5 mm.

Q7: How can I maintain my Dishwasher?
A: Clean filters and spray arms regularly. Run a monthly cleaning cycle with dishwasher cleaner.

3. Troubleshooting

Q8: My Range won’t ignite. What should I do?
A: Check the gas/power supply, clean burner nozzles, and replace ignition batteries if required.

Q9: My Refrigerator is not cooling.
A: Verify power, adjust temperature settings, ensure vents are not blocked, and avoid overloading. Contact support if unresolved.

Q10: My Dishwasher won’t drain or is leaking.
A: Inspect the drain hose, clean the filter, and check the door seal.

Q11: The Range Hood is very noisy.
A: Clean clogged filters and ensure they are properly installed.

4. Warranty & Support

Q12: What is the warranty period?
A: All appliances include a 1-year full-unit warranty. Some parts may have extended coverage.

Q13: What is not covered by warranty?
A: Normal wear and tear, misuse, improper installation, and unauthorized repairs.

Q14: How do I request warranty service?
A:

• Website:www.kostch.com/warrant
• Email：service@kostch.com

5. Shipping & Delivery

Q15: How long does delivery take?
A: Standard shipping takes 3–7 business days, depending on your location. Tracking details will be provided after dispatch.

Q16: Can I schedule delivery?
A: Yes, delivery windows can be arranged at checkout (where available).

Q17: What if my appliance arrives damaged?
A: Report within 48 hours with photos. We will arrange repair, replacement, or return at no extra cost.

6. Returns & Exchanges

Q18: Can I return a product if I change my mind?
A: Yes, within 30 days of delivery if unused, in original packaging, and with proof of purchase.

Q19: Can I exchange a product?
A: Exchanges are available for defective or damaged products. For other cases, please request a return and place a new order.

Q20: Who pays for return shipping?
A: If defective or damaged, we cover costs. For change-of-mind returns, the customer pays.

7. Refunds

Q21: How long do refunds take?
A: Refunds are issued within 5–10 business days after we receive and inspect your return.

Q22: How will I receive my refund?
A: Refunds are sent to your original payment method.

Q23: What if my refund is delayed?
A: Please allow up to 10 business days. If not received, check with your bank or payment provider, then contact our support team.

8. Order Tracking

Q24: How can I track my order?
A: Once shipped, you will receive an email/SMS with a tracking number and carrier link,you may also tracking at Track Order Status – KOSTCH.

Q25: My tracking number doesn’t work. What should I do?
A: Tracking may take up to 24 hours to update. If it still doesn’t work, contact customer service with your order number.

Q26: Can I change my delivery address after ordering?
A: Address changes are possible before dispatch. Please contact customer service as soon as possible.

9. Customer Service

Q27: How do I contact customer support?
A：

• Email: service@kostch.com
• Live Chat: Available on our website

Q28: Do you offer installation services?
A: Yes, installation services are available in select areas. Please check availability when placing your order.

Q29: What information should I provide when contacting support?
A: Please have your order number, product model, and a description (or photos) of the issue ready.