FAQ

Contact us online through the official website, Contact Center, Email, Whatsapp, and reach out to us on social media to get support from our experts.

In addition to our repair service, we also provide you maintenance service (including unit cleaning) to ensure your unit works optimally.

MODENA provides two types of services:

• Carry-In Service: Our service center is available for repair service, you may bring your portable Home Appliances unit for faster service.
• In-Home Service: Place your call and message us to arrange a time for our expert technician to visit you.

Shopping at MODENA.COM is easy and safe. Placing an online order only requires a few steps:

• Select an item you would like to purchase, and then click the 'Buy' button from either the quick view or product detail page.
• You may fill the blank columns that require your personal information for delivery purposes.
• You can then choose to continue shopping or go directly to proceed for Checkout.
• Choose your payment method and insert the promo code (if any) then click the proceed to checkout button.
• Or you may come to our offline store near your area.

• Your order can take up to 30 business days to be processed and delivered after you received a confirmation email containing your order and receipt and OPPE form for offline purchases.
• Unit installation requests are able to be made in one business day after you received the unit.
• We are unable to proceed with an exchange request for all purchased items.
• Free gifts will be delivered separately from purchased items while stock last, we will send you a notice when we need to switch your gift with our available item.

Delivery service will be handled by our partner and it's free of charge.

Credit, Debit Cards, and virtual wallet.

We accept Visa® and MasterCard®. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secured.

Refund process are not eligible once you confirmed your order and finished payment.

Stove hole, BRAVAREG (gas hose, gas regulator, hose clamp/clamp, gas cylinder seal), Gas Cylinder.

The space, power source, water line, BRAVAPIPE.

Check the electricity, open the bolt on the backside of the unit, cover the former blocking screw hole with a hole cover (should be done by a technician).

There are non-conforming terms, please see details of warranty card claim terms & conditions.

Check the battery and replace it regularly.

It can be from dirty aluminum filters and dirty carbon filters (both can be cleaned by yourself, but it is more advisable to replace them if you have used the unit for more than 4-6 months).

This function is used to clean and sterilize the inner tubes and networks, pipes.

To activate, hold down the drum cleaner button for about 5 seconds. During this process, the heating and cooling functions stop working. The hot water digital display will turn on the indicator light. During this process do not use the unit.

It is recommended to use this function at night, especially after the children and the elderly are away.

After the 75-minute cleaning process is complete, it will continue with the 75-minute cooling process and after that, the unit will return to normal.

If you want to exit this program before the cleaning process and/or the cooling process is complete, press and hold the tube cleaning program button for about 5 seconds.

Yes, all types have been equipped with an additional spuyer, if you want to replace it with natural gas, only replace the particular spuyer.

Minimum 65 cm and maximum 75 cm.

Our products have passed the QC checklist, if there is any failure or broken product please contact our team customercare@modena.co.id or Contact Center number at 15.0007.15.

Return product process are not eligible once you confirmed your order and finished payment.

Our customer care team will be happy to assist you through our channels and provide online support by consultation before setting a schedule with a technician.

You may simply come to our MODENA Experience Center to see our consultant team regarding your parts and accessories.

Drop your parts and accessories requirement by calling our contact center, we will arrange the transaction using your chosen delivery service.

Shopping at our website is easy and safe. Placing an online order requires just a few steps:

• Select an item you would like to purchase, and then click the Buy button from either the quick view or product detail page.
• You may fill the blank columns that require your personal information for delivery purposes.
• You can then choose to continue shopping or go directly to proceed to Checkout.
• Choose your payment method and insert the promo code (if any) then click the proceed to checkout button.

We offer a 1-year warranty for spare parts and provide free repair services. The warranty details for specific main parts are outlined in the table below. Our goal is to ensure your satisfaction and provide hassle-free support for your purchase. If you have any concerns or need repairs during the warranty period, our team is here to help.

CLAUSE

The warranty provided to the Customer is divided into 2 types:

• Full Warranty: Free service and spare parts guarantee for Customers who submit a warranty claim within 1 year of purchase.
• Partial/Parts Warranty: Free spare parts guarantee for Customers who repair the unit within a varying period according to the type of spare part after purchase.

Warranty is provided to Customers who meet the following criteria:

• Applicable to both Dealers and End-Customers who purchase MODENA products.
• Warranty claims are valid for service and/or spare parts (accessories are not included).
• Submitted through the official Customer Care MODENA channel.
• Completion of documents required by MODENA.
• The product for warranty claim has not been modified, still uses original MODENA spare parts, or has not been repaired/altered by technicians other than those from PT MODENA Indonesia's official service.
• Damage to the product not caused by user misuse.

Customers are required to show product warranty receipt/proof of purchase of the product.

Get a guaranteed warranty after repairment, which lasts for 30 days, get guaranteed original spare parts with reliable technicians.

Currently, we provide digital payments using virtual wallet.

Starting from the product purchased according to the date of purchase/proof of purchase.

Depending on the type of damage and the necessary corrective action, and depending on the stock availability at our branches.