Product Issues
If you are experiencing issues with your product, please refer to the product page and the available product manuals.
You can also visit our Help Centre first for instant answers to frequently asked questions and product specific troubleshooting.
If you are unable to find an answer or solution to your issue, please contact our Support team via email. After contacting our Support team, you will be sent any product documents or articles that we believe are most likely to resolve your issue.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be emailed to support@kitchenexpress.com.au or submitted to the Help Centre within 24 hours of receiving the product.
As an online retailer, KitchenExpress.com.au does not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:
ENQUIRY & TROUBLESHOOTING
Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item or arrange an on site service call. To assist our team in resolving your issue as quickly as possible, please include photos and/or video of the issue when you contact us.
TECHNICAL ASSESSMENT
Your item will be assessed by our support team or sent to the brand's in house service department. While we endeavor to complete all assessments as quickly as possible, we request that you allow up to 10 business days once the service center has received the item.
REPAIR OR REPLACEMENT
We will repair your product where possible and may need to order parts from Australian or international warehouses that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the kitchenexpress.com.au terms .
ITEM RETURN
If it's absolutely necessary to return your item, smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large appliances like fridges, freezers and ovens may be assessed on-site. If your item is diagnosed as faulty, RestaurantEquipment.com.au will cover the cost of sending this to our nominated repair center, however if you are returning a product because you changed your mind, you will need to cover the cost of sending the product back to us. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of RestaurantEquipment.com.au.
Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavor to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location.
Manufacturer’s Warranty
In most instances, where you experience an issue with a product that comes with a (brand's) manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Most manufacturers have dedicated Support centers with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than RestaurantEquipment.com.au. If you would prefer RestaurantEquipment.com.au to assist you and choose not to go to the manufacturer, then our team will of course be happy to assist you and you can email us directly at support@restaurantequipment.com.au
Marketplace Products
RestaurantEquipment.com.au sells most products on all Marketplaces in Australia and New Zealand. If you have purchased a product through a Marketplace, you can contact us through the marketplace or directly. Which ever method you prefer, our processing times will be the same however communication will be faster if contacted directly as there is no delay in sending and receiving messages.
In the event that you are unhappy with the remedy offered by our support team, or you believe the remedy is not in accordance with the ACL, please request the support team member to escalate your claim and a more senior representative and we will be more than happy to assist you.
Size Exchange
If a product doesn’t fit your space and needs to be exchanged, please contact our support team via the support@restaurantequipment.com.au. To be eligible for a size exchange, you must make the request within 7 days of receiving the goods and you must return the product within 10 days of the request. Our support team will contact the relevant brand manager and begin the returns process.
If you need to upgrade an item to a larger size, such as a mixer or freezer, our support team may be able to have restocking fees waived if the item is still in its original (undamaged) packaging, has not been used and if you plan on purchasing the new item from the same brand as the original.
If however you ordered a product without first checking whether it will fit in your desired space and you want to size down to a smaller item or return the item all together, this is classified as a change of mind return and there will most likely be a restocking fee charged by our suppliers.
In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be emailed directly to our support team.
Please do not return the product until the customer service team has provided you with the relevant return details.
Change of Mind Returns
RestaurantEquipment.com.au understands that you will not always be able to test products prior to purchase and that’s why we are proud to offer a 30-day Change of Mind Return Policy.
Whilst we offer this policy, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing and request additional details if anything is unclear.
Our priority is our customers however we also have to work within the limitations of our suppliers' returns policies. Our business model is one of high volumes and slim margins to keep your prices down. For these reasons, our suppliers charge 25% (minimum) restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.
We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however if your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase.
If items have been used or are not returned in all original packaging, a return will not be accepted.
It’s important for your item to be unused and in original packaging to be eligible for return. This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again.
We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time.
Failure to do so may result in your claim being denied.
To lodge a service call or return request:
- Simply contact our Support team through your RestaurantEquipment.com.au account dashboard or email support@restaurantequipment.com.au and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
- Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
- If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned to the brand's service center for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service center.
- Once the product has been received or assessed on site, our technicians will assess it and determine how to best resolve the issue.
Please note the following manufactures which have very strict returns policies:
- Roband, Vitamix, Hallde, Austheat, Robinox and Forje Items cannot be returned without authorization by Roband Australia. (Contact us to arrange authorization form) Goods can only be returned within 7 days of purchase and a 25% restocking fee applies.
- AG Equipment Items cannot be returned without authorization by AG Equipment (Contact us to arrange authorization form) Goods can be returned within 30 days of purchase and a 25% restocking fee applies.
- 3Monkeez Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Federal Equipment (F.E.D) Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Uropa Distribution (Nisbets brands including Polar, Thor, Vogue and Apuro) Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Other manufacturers' return policies will be followed at the time of processing.
When returning a product for a size exchange or change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the RestaurantEquipment.com.au customer service team. RestaurantEquipment.com.au does not accept any liability for any loss or damage which may occur in transit and we strongly suggest you include insurance with your shipping.
Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold at RestaurantEquipment.com.au or refunded for the cash value.
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