Refund policy
At Commercial Kitchen Store, your purchase is protected under the Australian Consumer Law (ACL) — goods must be of acceptable quality, fit for purpose and match their description. This page explains how returns, refunds, transit damage and faulty equipment are handled.
Because we supply commercial-grade foodservice equipment, returns are managed under commercial conditions: freight is significant, and equipment that has been installed, connected, powered on or used generally cannot be returned for change of mind.
At a glance
| Situation | Accepted? | Your cost | Notes |
|---|---|---|---|
| Faulty on arrival (DOA) | Yes | $0 | Repair, replacement or refund under ACL |
| Transit damage / missing items | Yes | $0 | Report within 24 hours with photos |
| Change of mind | Conditional approval | Return freight + up to 30% restocking fee (+ original freight on free-shipped orders) | Unused, unopened, original packaging, within 30 days |
| Opened / installed / used equipment | No | — | Not eligible for change-of-mind return |
| Custom / made-to-order / special-order | No | — | Final sale unless faulty under ACL |
| Wrong item sent by us | Yes | $0 | We arrange replacement or collection |
| Cancel before dispatch | Usually yes | Payment/merchant fees may be non-refundable | Subject to stock allocation |
| Cancel after dispatch | Treated as change of mind | Return freight + up to 30% restocking fee (+ original freight on free-shipped orders) | Freight applies both ways |
Inspect your delivery — report damage within 24 hours
Inspect your order on arrival. Commercial freight carriers will not honour transit-damage claims after 24 hours. Check all cartons and surfaces for impact damage, crushing, moisture or shortages. If possible, open and inspect in front of the driver; if they won't wait, photograph the sealed packaging before they leave. Email us within 24 hours with your order number and clear photos. We'll lodge the carrier claim and arrange a replacement, repair or refund — you never deal with the carrier directly.
30-day change-of-mind returns
We accept change-of-mind returns within 30 days of delivery, subject to approval. To be eligible, all of the following must be met: the item is unused, uninstalled and unpowered (not connected to gas, water or electricity); in its original packaging, undamaged, with all manuals, shelves, fittings, accessories and components; in full resale condition; with valid proof of purchase; and a Return Authorisation (RA) number issued by our team before you send anything back.
A restocking fee of up to 30% applies to approved change-of-mind returns — this covers supplier handling, inspection, repackaging and administration. For orders that shipped with free delivery, the original outbound freight cost is also deducted from your refund.
Items that can't be returned for change of mind
Unless faulty under the ACL: installed, used, connected or powered equipment; custom-built, made-to-order or supplier special-order items; clearance, run-out, final-sale or ex-display products; items returned without original packaging or with missing parts; hygiene-sensitive equipment once unpacked; gift cards; shipping charges (non-refundable).
How to return an item
- Contact us first at sales@commercialkitchenstore.com.au with your order number and reason — don't send anything back before you hear from us.
- If approved, we'll issue a Return Authorisation (RA) number and instructions.
- Repack securely in the original packaging; write the RA number clearly on the outside.
- Return shipping: you're responsible for return freight on change-of-mind returns (use a trackable, insured service — the item is your responsibility until we receive it). For faulty or incorrectly supplied items, we arrange and cover return freight.
- Once we receive and inspect the item, we'll confirm approval and process your refund.
Refunds
After inspection, we'll email you to confirm approval or rejection. Approved refunds are issued to your original payment method within 10 business days of inspection. Freight charges and the restocking fee (where applicable) are deducted. Your bank may take a few extra days to post the refund.
Faulty or defective products (DOA & early-life faults)
Under the ACL you're entitled to a remedy if a product is faulty, not fit for purpose or doesn't match its description. Report within 30 days of delivery with your order number, model/serial, a description and photos/video. Please don't keep operating faulty equipment — it may affect the warranty assessment. Many issues are resolved by troubleshooting without a return; if a return is needed, we arrange it at no cost to you. Depending on the fault, you may be entitled to a repair, replacement or refund. Gas equipment must be installed by a licensed professional; installation evidence may be requested. The 30-day priority window is not the manufacturer warranty period — warranties vary by brand and model (commonly 1–8 years).
Manufacturer's warranty
Where a product carries a manufacturer's warranty, the brand's service centre can often provide the fastest assessment and spare parts. Contact them directly, or we'll happily assist — just email us.
Exchanges
The fastest way to exchange is to return the original (once approved) and place a separate order for the replacement.
Your Australian Consumer Law rights
Nothing in this policy excludes or limits your rights under the ACL. You may be entitled to a refund or replacement for a major failure, and a repair or replacement for a minor failure. More at accc.gov.au.
Contact us
- Phone: 1300 111 901
- Email: sales@commercialkitchenstore.com.au
- Support hours: Monday–Friday, 9:00 AM – 5:00 PM AEST
- Address: 153 Parramatta Road, Granville NSW 2142
Commercial Kitchen Store Australia Pty Ltd · ABN 52 682 982 387