Terms of service

TERMS AND CONDITIONS OF USE

1: Definitions:

Brullen means Brullen Pty Limited ABN 68 612 633 851.
Terms and Conditions of Use means these terms and conditions, including any annexures to these terms and conditions.
Tune Up Kits means [Service Parts Required].
User Manual means the user manual applicable to your specific Brullen product.
You/Your means the customer purchasing products from Brullen.

2: User Manuals:

We pride ourselves on being environmentally friendly and do not use paper manuals.
Visit our website at https://brullen.com.au/pages/user-manuals to download the PDF version of the manual for your purchased Brullen machine.

3. Using your Brullen machine:

Once you have received your machine, you may then unpack the machine and place it in position, checking that it is correctly positioned with 30cm clearance on each side and at the back of the unit and on top of the unit to ensure that it is properly ventilated in preparation for connecting it to a power supply.
The Customer is responsible for contacting Brullen within a 48Hr timeframe after delivery of the machine regarding any damage that may have occurred in shipment or manufacturing.
If you intend to hardwire the unit into a power supply, we recommend that you contact us BEFORE HAND so that we can put you in touch with a Brullen certified electrician. The product will not obtain the benefit of warranties if damaged due to incorrect installation.

4: Induction (as of February 2024):

All customers are required to complete the Brullen online video induction. The link to this induction will be sent with your “Welcome to Brullen” email.
This induction will be segmented videos that instruct on unboxing, disassembly, assembly, lubrication, menu operation, sanitisation, and filling your Brullen machine.

5: Before your Brullen induction:

Check that there is power going to the machine and that the machine turns on.
Prepare a batch of soft serve mix (please see your mix supplier for instructions) and place it in a fridge so it has a minimum of 1 hour to activate the mixture.
If the mix is frozen, ensure that it will be completely defrosted and in liquid form BEFORE filling your machine.

6: Training:

If you are completing training via Zoom video link, you will require a phone (or iPad-type device) with an in-built phone and a camera, so that a Brullen representative assisting you with the training can check the placement of the machine before it is set up to operate.
For additional assistance, you can view our Training Videos at https://brullen.com.au/pages/brullen-training-videos.

You agree and acknowledge that:

Brullen training is conducted via Brullen’s online video induction, unless arranged otherwise in writing.
You will not use your Brullen machine until your induction has been completed
The induction must be completed within 48-Hours of receiving your Brullen machine, unless otherwise agreed upon in writing with Brullen
To the extent permitted by law, failure to complete this induction within the 48Hr timeframe will result in your warranty being void
The purpose of the training is to ensure that you become familiar with operating the machine, for Brullen’s trainer to be able to view (across the video link) that you are using correct procedures and, importantly, to answer any initial queries which you might have.
Failure to complete training can result in operational errors, which, to the extent permitted by law, are not covered by warranty.
You, as the customer, are responsible for ongoing training of your staff (including New staff) to ensure that your staff can properly operate the machine.
Brullen machines are engineered to work with a diverse range of products. You must ensure that your product is approved by Brullen in writing to be used in the machines prior to operating the machine.
Brullen machines require correct ventilation, dedicated circuits and a correct, consistent power supply for operation.
You must not attempt assembly of parts before your induction is completed.
You must not put the mix in the hopper prior to the induction. This process will be detailed in the induction.

7. Cleaning and Maintenance:

You agree and acknowledge that, no matter which brand, all soft serve machines require:

(a) Regular cleaning

(b) A quality soft serve mix to be used

(d) The manufacturer’s approved cleaning products to be used to perform the required cleaning and periodic cleaning tasks, with a record of the performance of these tasks to be maintained.

(e) The machines to be cleaned in accordance with the product supplier’s guidelines (which vary depending on the product that is being used) using dairy food-grade lubricant and cleaning brushes.

You also agree and acknowledge that Brullen machine parts must not be placed inside a dishwasher and/or boiling water for cleaning and that cleaning the Brullen machine parts using this method will, to the extent permitted by law, void your Brullen warranty.

8: Operational Errors

You agree and acknowledge that operational errors are not covered under the Brullen warranty. Operational errors include, but are not limited to:

Incorrect assembly
Incorrect lubrication
Incorrect setting adjustments were made for your product type.
Cylinder freeze-ups
Non-approved product being used in the Brullen machine; and
Failure to clean and maintain the machine as required by these Terms and Conditions of Use.

You must not put the machine in sleep mode or production mode with ANY water inside the freezer chambers and/or the hoppers. This WILL result in serious damage to the machine, and you acknowledge that any components damaged due to this action are not covered by the warranty and must be paid for in full by you.

9: Quarterly Tune Up Kits:

You agree and acknowledge that:

From the date of purchase of the machine, Tune Up Kits must be fitted quarterly, i.e., every 3 months
Regardless of whether the machine is being used sporadically, Tune Up Kits must be installed; and to the extent permitted by law, failure to install the quarterly Tune Up Kits will result in the Brullen warranty being void.
Fitting the Tune Up Kits yourself each quarter is an easy task you can perform during a clean, and does not require a technician. Once the new kit is installed, throw the old O-rings and scraper blades in the bin.
If your machine is not being used or will be placed in storage for a period, please contact Brullen for the safest storage practices.

10: Two options for ordering tune-up kits:

1. Via the ‘shop’ section of our website: https://brullen.com.au/pages/shop
2. Or our most popular option, we like to call ‘Set and Forget’; we invoice you every three months and post the kit. You can email services@brullen.com.au to arrange the ‘Set and Forget’ option. (Distribution partners, please contact us for your discount code to use when ordering online.)

11: After Sales Service and Support:

Inside Australia, call 1800 223 378 or email services@brullen.com.au.

We recommend attempting to troubleshoot the issue with the Brullen User Manual and/or training videos before logging a service call.

Our service line operates 24/7 worldwide, where your call will be answered, and details logged. If the call is received after hours, our technical support team will aim to respond the next business day
If you have not received technical assistance within a reasonable timeframe, please call our service line again or email our service email, as we do experience high-volume periods.
If you require additional training for any reason, we are here to help! Please contact us.
For repairs outside of warranty, pre-payment is required.
You agree/understand that if you are located outside of a major capital city, your unit must be returned to Brullen's Sydney Australia warehouse for repairs.

12: Purchasing Spare Parts and Consumables:

Visit our website www.brullen.com.au, go to the drop-down menu and select ‘Shop’.
It is important to note that your Brullen machine is required to have a service kit replaced every three months; if not adhered to, subject to any laws, it will void the warranty.

13: Warranty – Important Information to Note:

Australia 1800 223 378 or email services@brullen.com.au
All warranty terms and conditions are in your Brullen user manual and have been replicated in Annexure A to these Terms and Conditions of Use.
You acknowledge that:

(a) You have read, agree to, and understand the warranty terms listed above and in Annexure A to these Terms and Conditions of Use; and

(b) have read the User Manual.

Annexure A - Brullen Warranty Terms and Conditions

Brullen Global OEM Manufacturer Warranty

Effective Date: 20 April 2026

1: Global Manufacturer Warranty

This Global Manufacturer Warranty (“Warranty”) is provided by Brullen Pty Ltd (ABN 68 612 633 851) (“Brullen”) as the Original Equipment Manufacturer (OEM).

This Warranty applies worldwide to all eligible Brullen equipment purchased directly from Brullen or through an authorised Brullen reseller, distributor, or approved financing partner.

This Warranty is consistent across all regions and is not subject to variation based on geography. Coverage is administered directly by Brullen as OEM, ensuring a uniform global standard.

1.1: Authorised Channel Requirement

This Warranty applies only to equipment that has been:

Supplied through Brullen; or
Purchased via an authorised Brullen reseller, distributor, or approved financing partner

For clarity:

Equipment acquired through unauthorised channels is not eligible for Warranty coverage.

This includes, but is not limited to:

Grey market or parallel imports
Unauthorised resellers or brokers
Private or secondary market purchases not approved by Brullen
Cross-border purchases made outside authorised distribution channels

1.2: Grey Import and Parallel Import Exclusion

Brullen does not provide Warranty coverage for equipment obtained through grey market or parallel import channels.

Warranty coverage applies only where the equipment can be verified as purchased through an authorised Brullen sales channel, supported by valid proof of purchase.

Equipment that cannot be verified as supplied through an authorised channel is not eligible for Warranty coverage.

1.3: Verification of Eligibility

Brullen reserves the right to:

Verify proof of purchase
Confirm the authorised source of supply
Validate equipment serial numbers and distribution records

Warranty coverage may be declined or voided where eligibility cannot be confirmed.

1.4: Global Consistency

Where equipment is purchased through authorised channels, this Warranty provides a consistent global standard of coverage, regardless of the country of operation.

1.5: Statutory Rights

This Warranty operates in addition to any mandatory consumer guarantees, rights, or protections applicable under the laws of the country in which the equipment is purchased or operated.

Nothing in this Warranty excludes or limits such rights where this would be unlawful.

2: Warranty Period

Brullen equipment purchased prior to April 7th 2026 is covered by a twelve (12) month manufacturer warranty commencing from the date of delivery.

Brüllen equipment purchased from April 7th 2026, is covered by a thirty-six (36) month manufacturer's warranty commencing from the date of delivery.

The Warranty period is not extended by storage, delayed installation, or non-use of the equipment.

3: OEM-Backed Assurance

This Warranty is:

Provided directly by Brullen as the manufacturer
Not administered by third-party insurers or resellers
Not subject to regional variation or distributor interpretation

Brullen retains full authority over all Warranty determinations to ensure:

consistency
transparency
accountability across all markets

4: Scope of Coverage

Where a valid Warranty claim is accepted, Brullen will, at its discretion:

Repair the equipment; or
Replace defective components; or
Replace the equipment with equivalent goods; or
Reimburse the reasonable cost of repair or replacement

This includes parts and standard labour required to remedy defects in:

materials
construction
manufacturing

5: Global Service Delivery

Brullen will coordinate Warranty support globally through its authorised service network, which may include:

Remote diagnostics and support
Dispatch of replacement parts
On-site attendance by authorised technicians where required

Brullen will determine the most effective method of service delivery to ensure timely resolution.

6: Conditions for Warranty Coverage

To maintain Warranty coverage, the equipment must be:

Installed, operated, and maintained in accordance with the Brullen User Manual
Serviced in line with Brullen’s recommended maintenance schedule
Cleaned using approved cleaning products and procedures
Maintained with accurate service and maintenance records

Brullen may request evidence of compliance with these requirements when assessing a claim.

7: Consumables and Wear Items

This Warranty does not cover normal wear and tear of consumable components, including but not limited to:

O-rings
seals and gaskets
scraper blades
dispensing components
belts and pump components

These items are expected to be replaced periodically as part of standard maintenance.

8: Exclusions

This Warranty does not apply to issues arising from:

Misuse, abuse, or negligent operation
Failure to follow operating or maintenance instructions
Use of non-approved cleaning chemicals or consumables
Incorrect installation or environmental conditions outside specified limits
Electrical supply issues (including voltage irregularities)
Accidental damage, fire, flood, natural disasters, or external contamination
Unauthorised modification, adjustment, or repair
Failure to perform required maintenance or servicing

9: Service Access and Operational Conditions

The customer is responsible for:

Providing safe and reasonable access to the equipment for servicing
Ensuring the installation environment complies with Brullen specifications

Any additional labour or costs required to access equipment installed in restricted or non-standard environments are not covered under this Warranty.

10: Non-Warranty Repairs

If Brullen determines that a reported issue is not covered under this Warranty:

The customer will be notified prior to any repair work proceeding
No chargeable work will be carried out without customer approval

11: Authorised Service Requirement

All warranty-related services must be performed by:

Brullen; or
A Brullen-authorised service technician

Unauthorised service may void Warranty coverage.

12: Limitation of Liability

To the maximum extent permitted by applicable law, Brullen’s liability under this Warranty is limited to the remedies set out in Section 4.

Brullen is not liable for:

Loss of revenue or business interruption
Indirect or consequential losses
Costs beyond those required to repair or replace defective equipment

13: Global Consistency

This Warranty is designed to provide a consistent global standard of coverage.

It is not:

subject to variation based on geography
dependent on distributor-specific terms
altered by local commercial arrangements

14: Warranty Claims Process

Warranty claims must be initiated through Brullen’s global support channels:

Brullen will manage claim validation, diagnostics, and resolution directly.

15: Manufacturer Details

Brullen Pty Ltd
Level 1, 1–5 Link Road
136 Epsom Road, Zetland NSW 2017
Australia