Returns Information

Returns Information

At Catering Equipment Direct, we are committed to ensuring you are satisfied with your purchase. If you are experiencing an issue with your product, we're here to help.

If you need to arrange a service call or have any questions, please visit our Help Centre so we can quickly raise a warranty claim or book a service call.

When Can I Return or Exchange a Product?

Return Requests: All return requests must be approved by our team after submitting a Return Merchandise Authorization (RMA) form.

Damaged Goods: If any items arrive damaged, please notify us within 24 hours of receipt. Our support team will help resolve the issue, typically by arranging a return and replacement product or a refund if the fault is major. For minor damage, we may provide a replacement part or compensation for installation. Please do not assemble, install, or use any damaged products, and keep the original packaging in case we need to arrange a return.

Change of Mind: Refunds are not usually provided for change of mind, incorrect selections, or if you find goods at a lower price elsewhere. Please double-check your choices before confirming your order.

Wrong Product: If you receive the wrong product, we will replace it at our cost. Please contact our support team for assistance.

Incorrect Information: If there is incorrect product information on our website (e.g., description, photos) that led to an incorrect purchase, we will cover the costs of returning the item.

Size Exchange: If the product doesn't fit your space, reach out to our support team at info@cateringequipmentdirect.com.au within 2 days of receiving the goods. While we will do our best to assist, size exchanges may not always be accepted by the manufacturer if the wrong selection was made.

⚠️ Important Notes:

• Returns will not be accepted if the original packaging is significantly damaged or missing.

• Returns will not be accepted if products have been assembled, installed, or used.

• Change of mind returns may incur a 30% restocking fee, which may be waived if you exchange for a different product of the same brand (subject to approval).

• For change of mind returns, you are responsible for the return shipping costs, and your original delivery charge will not be refunded.

• If you received free shipping, the actual shipping cost incurred by Catering Equipment Direct will be deducted from your refund or credit note.

• Some items, such as those related to hygiene, cannot be returned.

• Clearance, used, or made-to-order goods may not be returnable.

• All returns must be approved on a case-by-case basis.

Exchange Process: For a smoother exchange process, please have pictures of the goods ready for assessment. You can email these directly to our support team or include them when submitting the Return Merchandise Authorization form.

Please Wait for Instructions: Do not return any items until you have received clear instructions from our customer service team. Not all products are sent from the same location, so please do not return products to a warehouse without our guidance.

Nothing in these return conditions limits or excludes any guarantees, warranties, representations, or conditions implied by law, including the Australian Consumer Law (ACL), which may not be limited or excluded by law.

If your equipment has a manufacturing defect or has developed an issue, please visit our Help Centre or complete our Service Request Form to raise a warranty claim or arrange a service call.