Frequently Asked Questions

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

Have this information ready before opening a request:

• Product serial number (shown on the equipment);
• Purchase date (as on the invoice);
• Product description as on the invoice;
• Description of the defect.

Important: the serial number must be registered in our system. Check that it is typed correctly before sending.

How to open a warranty request:

1. Use one of the official channels above.
2. Select the End Consumer option in the service menu.
3. Enter the product serial number.
4. Enter the purchase date, the product description and the defect.
5. Provide your full address to schedule the technical visit.
6. Wait for the authorized service center to contact you to schedule the visit.

Costs during the warranty: there is no charge for the technical service when the defect is recognized as a manufacturing defect; all costs are covered by the manufacturer.

Service time: the technician has up to 72 hours to schedule the visit at the location indicated by the customer.

Documents: the invoice and the product serial number are required when opening the request. Without them, the service cannot be provided under the warranty terms.

Product out of warranty: you can still request paid technical service through the same channels. Contact us for conditions and a quote.

Attention: any attempt at self-repair during the warranty period, without prior authorization from the factory, voids the right to service. If the product shows a defect right after installation, contact the manufacturer's official technical service immediately.

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

Who can request: only retailers and resellers (companies) that bought directly from Venâncio Metal. The company's CNPJ must be registered in our system; if it is not found, check that it is correct and, if the problem persists, contact the official channels to update your registration.

Have this information ready:

• CNPJ registered with Venâncio (numbers only);
• Purchase e-invoice (NF-e) number;
• Purchase date (as on the invoice);
• Product description as on the invoice;
• Product serial number (shown on the equipment) — it must be registered in our system.

Deadline: 180 (one hundred and eighty) calendar days from the issue date of the purchase invoice. Requests after this period are not accepted.

Accepted reasons:

• Manufacturing defect (subject to technical analysis before approval);
• Product shipped not matching the order (model, specification, voltage, etc.);
• Incomplete product (missing parts, accessories or manuals).

How to open the request:

1. Use one of the official channels above.
2. Select the Retailer/Reseller option in the service menu.
3. Enter your CNPJ (numbers only).
4. Select the subject Exchanges and Returns.
5. Enter the NF-e number, the purchase date, the product description and the serial number.
6. Wait for the after-sales team's reply with the analysis of the case.
7. Once approved, issue and send the return invoice.

Not accepted:

• Products showing signs of use or installation;
• Damage caused by improper assembly or installation;
• Products modified or repaired by unauthorized third parties;
• Requests after the 180-day deadline;
• Shipping damage when the freight was hired by the retailer (FOB freight).

You can track your requests on the Web Portal – Venâncio After-Sales.

The legal warranty required by the Brazilian Consumer Protection Code is at least 3 months. Venâncio grants 3 more months, for a total of 6 months of warranty.

The period starts on the purchase date, and the details must be filled in the user manual that comes with the equipment.

The warranty covers manufacturing defects identified by the after-sales team's evaluation. Shipping damage and defects caused by misuse or incorrect installation are not covered. These are the situations that can void the warranty:

• Changes to the original design: replacing original parts with similar ones, removing safety items or structural changes.
• Work by unauthorized third parties: maintenance, adjustments or configuration changes without the manufacturer's authorization — for example, hiring outside technicians without prior review by the factory.
• Damage caused by third parties: shipping damage or improper handling, especially with FOB freight (shipping paid by the buyer).
• Equipment conversion: changing the voltage or the gas type without formal authorization from the manufacturer.
• No serial number or invoice: both are required to validate the warranty. The serial number must be registered in our system.
• Product out of warranty: requests after the period ends are not covered — you can still request paid technical service through the same channels.
• No defect found during the technical visit: the service may be closed without coverage, and travel or labor costs may be charged.

To keep your warranty: whenever you have a question or need maintenance, talk to our team before taking any action.

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

Find the authorized service centers closest to you — you can search by ZIP code (CEP), state or city.

It is common to notice some change during daily use in professional kitchens: a different flame, the need for an adjustment or a question about performance. Most of the time the solution is simple, but it is important to act the right way.

The main advice is not to make adjustments or repairs yourself. Improper work can compromise the operation and even the safety of the equipment. Whenever you have a question or notice unexpected behavior, contact Venâncio support.

Our after-sales team reviews each case individually. Often, what looks like a problem is just an adjustment, an installation detail or a usage tip.

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

Gas leak — do this immediately:

1. Turn off the equipment and close the gas valve.
2. Ventilate the room by opening windows and doors.
3. Do not use electrical switches or open flames in the area.
4. Call an authorized technician for inspection and repair before using the equipment again.

Clogged pilot — if the pilot does not light or has an irregular flame:

1. Turn off the equipment and wait until it cools down completely.
2. Clean the pilot tube with a dry cloth or compressed air.
3. Try to relight the pilot following the equipment manual.
4. If the problem persists, call an authorized technician.

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

No. Installing Venâncio equipment is the responsibility of the consumer or the retailer who bought the product. We recommend having it done by a qualified professional to ensure correct operation and safety.

If you need technical support for the installation, you can contact one of our authorized service centers. For specifications, see your equipment manual.

Service channels:

• Phone: +55 (51) 3793-4343
• Web Portal – Venâncio After-Sales: open the portal
• Authorized network: one of the brand's authorized service centers

Venâncio equipment can be single-phase 127 V or 220 V, or three-phase 220 V or 380 V.

Before buying high-power equipment, we recommend having a qualified electrician assess the electrical network of the site. Tell them about all the equipment already installed and give them the technical data of the new equipment, so they can check whether adjustments are needed before installation.

Key items to check: single-phase voltage, three-phase voltage, cable gauge and the building's main circuit breaker.

• Single-phase cable: some models leave the factory with a 3-pin plug; more powerful ones come with a cable without a plug.
• Three-phase cable: it has no plug — it must be connected directly to circuit breakers and outlets suited to each model.

Remember that the current of the new equipment adds to that of the equipment already installed and may overload and trip the breaker. Installation must always follow the recommendations in the equipment manual. If in doubt, contact our after-sales team.

Many problems that look like defects are caused by incorrect water or gas pressure. Low pressure reduces performance (the oven takes long to heat, the fryer does not fry properly); high pressure can cause leaks, damage and safety risks. Always follow the standards and the specifications in the manual of each piece of equipment, and hire a qualified technician for the installation.

Water (Brazilian standard NBR 5626): minimum dynamic pressure of 5 kPa and maximum static pressure of 400 kPa. On Venâncio equipment, the ideal working pressure is around 2 bar (about 200 kPa). Lower pressure can cause errors — for example, the low-water alarm on FCDB combi ovens. If the pressure is too high, install a pressure regulator with a gauge (reducing the flow at the tap does not fix excess pressure).

Gas: the equipment runs on LPG, at low (2.8 kPa) or high pressure, and on natural gas, always at low pressure. A correct installation depends on:

• Choosing the right type of pressure regulator;
• Having enough cylinders for the consumption;
• Respecting the maximum hose length (usually 1 meter);
• In kitchens with several appliances, using a high-pressure gas manifold with a 1st-stage valve (inlet 7 kgf/cm², outlet 1.2 kgf/cm²) and 2nd-stage valves next to each appliance.

Signs of an incorrect gas installation (not manufacturing defects): weak, yellowish flames, frozen cylinders, ignition failures, loss of performance, black soot, leaks or unstable flame. Check the gas pressure (gauge or water column), the sizing of the network and the number of cylinders.

In some cases the equipment needs to be converted — adapting the voltage of an electric product or changing the gas type (from LPG to natural gas, for example).

The conversion must be done only by an authorized technician: find the nearest one among our authorized service centers.

Attention: conversion is not covered by the factory warranty. If you choose to modify the equipment, it loses the warranty.

Always check the product manual before any conversion.

The installation kit comes with the following equipment:

• Chicken rotisseries (all models);
• Twister and Ciclone LPG gas ovens (all models);
• LPG gas Combi Oven (all models);
• FAOAP30 fryer.

Some bakery equipment has a sticker on the front warning that the belts must be tightened after the first 15 hours of use. This is preventive maintenance under the user's responsibility and is not done free of charge by the manufacturer.

On the proofing control cabinet (overnight baker), the first step is to set the date and time on the equipment controller. Watch the video below to see how.

All manuals are on the Downloads page.

Before using the equipment for the first time, read the manual: it covers correct installation, operation, cleaning and care, precautions against damage from misuse and safety recommendations. Following the manual preserves performance, extends service life and reduces the risk of problems from improper installation or handling.

If you still have questions after reading it, contact the Venâncio service team.

Venâncio spare parts are sold exclusively through authorized service centers and resellers. Find the nearest one among our authorized service centers.

No. Sales to consumers are made through partner retailers. Find the nearest one on Where to buy.

If your company is not yet a Venâncio customer, register on the website:

1. Go to Login and click Cadastrar minha empresa (revenda/distribuidor).
2. Fill in the company details (CNPJ, state registration, legal name, address, phone and e-mail), the main contact's details, and create an access password.
3. Confirm the e-mail: we send a code to the company's e-mail. Enter the code to complete the registration.
4. The registration stays under review. Our team validates the details and, once approved, you receive a notice by e-mail and all portal menus are unlocked.

If your company is already a Venâncio customer, use Primeiro acesso on the same screen: enter the CNPJ, type the code sent to the e-mail registered with Venâncio, and create your password.

What to check:

• Enter the CNPJ with numbers only, without dots, slashes or dashes (example: 12345678000195).
• Check that the CNPJ is correct and matches your company's registration.
• Confirm that the CNPJ is active with the Brazilian Federal Revenue — inactive or suspended CNPJs may not be recognized.
• Clear your browser cache or use a private window and try again.

If the problem continues, write to [email protected] with the CNPJ (numbers only), the error message shown and the names of the company and of the person responsible for the registration. Our team will check the registration and advise on the next steps.