Your questions answered

We’re often asked similar questions, so we’ve gathered together some of the most frequently asked ones here. Don’t see your question, no problem, just call our friendly customer service team on 03 9850 1629, or contact us.

About Auscrown

Who is Auscrown?

Auscrown is a boutique 100% owned Australian company manufacturing high quality electrical and gas appliances for both commercial and domestic kitchens in Australia and around the world.

Where is the Auscrown showroom?

You can find our showroom at 17 Greenaway Street, Bulleen, Victoria 3105.

We also have retail outlets and distributors throughout Australia, New Zealand, Pacific Islands, Papua New Guinea and Timor.

What are your opening hours?

We’re open Monday to Friday from 9 am to 5 pm and on weekends by appointment only.

Purchasing our Products

Are all the products on the site available?

We work hard to keep our website 100% up to date but if we do find a product is no longer available or discontinued after you have placed your order, we’ll contact you immediately and offer an alternative or a full refund.

What payment types do you accept?

We accept payment online via PayPal, Visa, MasterCard, American Express using PayWay global payment gateway. 

Do your prices include GST?

All prices are quoted in Australia dollars (AUD) and include 10% GST. Overseas customers are not charged GST.  

Where can I learn more about delivery?

Head to our Delivery and Shipping page for more information about our delivery rates, times and policies.

How do you handle returns?

Head to our Returns and Refunds page to learn more information about how we handle returns and process refunds.

Do you provide warranty on your products?

Yes. Domestic appliances have 12 months warranty for domestic use and 3 months warranty for commercial use. Commercial appliances have 12 months warranty for domestic or commercial use.

My warranty has expired, can you still help?

If your warranty has expired and your product is no longer working, please contact us and we’ll do our best to help you.

Why are some of your products not approved for use in Australia?

Auscrown operates internationally and some of our products are only available to overseas clients.  

How long do you hold Click & Collect orders?

We hold Click & Collect orders for 10 business days you receive your collection notification.

If you do not collect your order within 10 business days we cancel the items and refund the order back to the payment method used when placing your order.

Information & Safety

What’s the difference between propane gas and LPG?

From the elgas website, Propane is the same as LPG but LPG can include other gases, as well. The bad news is that this causes a lot of confusion and concern. 

The good news is that Propane is readily available in Australia, we just call it LPG.  Propane is LPG, so no worries!

Can I use a high-pressure regulator on a low-pressure appliance?

No. It’s extremely dangerous to use a high-pressure regulator on a low-pressure appliance. Not only will it cause irreparable damage to your appliance you could risk serious injury. Please check individual product specifications for the approved pressure type. 

Is there a product recall on your AD90 portable butane stove?

Yes. In April 2015, Auscrown has recalled the AD90 portable butane stove

Please visit here for more details  https://www.productsafety.gov.au/recall/austcrown-pty-ltd-auscrown-ad90-handy-range

1)  If you have your purchase receipt and the cooker is relatively undamaged, please take the cooker to your place of purchase with proof of purchase and obtain refund from them. We will arrange returns from any retailers that have refunded cookers to our consumers

2)  If you do not have a receipt, and you purchased a non-compliant item within a reasonable time period from when the defect (or non-compliance in this instance) became apparent in February 2015 we are able to offer you a $20 GST inclusive store credit to use on www.auscrown.com.au or at our office showroom. To receive the store credit, the non-compliant cooker should be relatively undamaged and be returned to us at 17 Greenaway Street, Bulleen VIC 3105 at the consumer’s cost. We have a new butane gas burner model AD888 available which is $39.95 that is compliant to the new 2018 standards, you can use the credit note towards the new burner or any other item if you wish.

What should consumers do?

Fair Trading urges you not to use your portable butane cooker.

Under Australian Consumer Law (ACL) you may be entitled to a refund if you can show proof of purchase, and you should seek to do so as soon as possible. To be granted a refund, the cookers would have to be relatively undamaged. The ACL allows the return of a non-compliant item within a reasonable time period from when the defect (or non-compliance in this instance) became apparent.

Otherwise, seek the best method of disposal by contacting your local council or the NSW Environment Protection Authority. Both offer the Household Chemical CleanOut or you can locate a Community Recycling Centre where butane canisters can be safely disposed of.

Please contact Auscrown to enquire what you should do.

Gas Burners

Do your gas burners come with a hose and regulator?

Yes, many of our burners, come with a free hose and regulator, please check the product description for details.

You have lots of different burners, how do I know which one is right for me?

If you’re unsure which burner you should choose, please call our friendly team on 03 9850 1629. We’ll listen to your requirements and help you make the right choice.

How do I know if an appliance uses LPG or Natural Gas?

The type of appliance you need will depend on your gas supply.

LPG is a portable bottle gas available from hardware stores or service stations. In some areas, where there’s no natural gas available, LPG is also hard plumbed into the house from a large external bottle.

Natural gas is always hard plumbed directly into your house.

Why is my gas flame yellow and not blue?

If you’re seeing a yellow flame rather than a blue it’s generally due to a low air to gas ratio. This could be caused by a small blockage (such as a spider’s web) in the pipe, or you might need to adjust the air mixture. Refer to your user manual for information on how to clean or adjust your burner.

I'm looking for a high pressure burner for wok cooking, what's the difference between HP200LPB and HPA100LPB?

The main difference between these 2 burnes is their physical size and amount of heat they produce. '

How you choose which burner will depend on the wok size you will be using with it. Bigger may not  necessarily be the best, choose the burner that suits your needs. A standard home gas cook top's largest burner usually range between 15-19 mj/hr. The HPA100LPB will provide more than enough heat for most home cooks looking for restaurant like heat with plenty of "wok hei"

HP200LPB has dual ring control and will allow you to use it on very very low heat ad increase it to an extremely high heat which would be perfect for semi-commercial, catering, and large parties

Watch our Youtube to see the flame of the burners

  Ideal Wok Size Heat Capacity Ignition  Rings
HPA100LPB 15" to 19" 55 mj/hr Automatic Piezo

Single with 3 flame levels

HP200LPB 20" to 34" 80 mj/hr Manual Pilot Dual ring control with various flame level control

If you're still unsure, email or call our friendly team.

Cast iron ring burners

There is a gap between the gas tube and the control manifold on my ring burner and I cannot get it to fit tight, is this safe?

Yes, it's completely safe. Our ring burner models C20LP, C30LP, C40LP and C50LP requires a gap between the adjusting air disc and the inlet of the gas tube for complete combustion. You can adjust the air disc to let more or less air into the gas tube to acheive a blue flame.

Wok burners

Can I use natural gas with the "Rambo" HPA100LPB wok burner?

The HPA100LPB wok burner is designed and tested for use with LP Gas only. If you'll like to use natural gas, you can consider the A12NG Mushroom Burner which has a high heat output and can be used on natural gas.

Which of your wok burners are suitable for indoor use?

These models are suitable for indoor use - CK801PG, CK802PG, CK801NG, CK802NG, RB18NG, RB28NG, S3012PG, S3012NG, S7012NG.

How can I tell if the rangehood is 304 Stainless Steel?

If a magnet sticks the the stainless steel surface then it's not 304 S/S. It'll most likely be a lower grade stainless steel such as, 403 Stainless Steel which is often used in rangehoods. 304 S/S is more durable & corrosion resistant than 403 S/S.

28 Jet LPG Stainless Steel Stock Pot Burner

What is a flame failure device?

A flame failure device automatically shuts off the gas supply if the burner flame goes out, preventing gas leaks. 

Can I use LPG Stainless Steel Stock Pot Burner in a food van?

Yes, many customers use this appliance in food vans and trucks. However we recommend checking with your gas suppliers to ensure it complies with your local regulation.

Can I connect this appliance to my external LPG bottles?

Yes, you can hard plumb external LPG bottles to use with this appliance. Please check your gas pressure is set to 2.75 kPa to ensure optimal performance.

Why is my gas flame yellow and not blue?

If you’re seeing a yellow flame rather than a blue it’s generally due to a low air to gas ratio. This could be caused by a small blockage (such as a spider’s web) in the pipe, or you might need to adjust the air mixture. Refer to your user manual for information on how to clean or adjust your burner.