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Refund policy

Returns & Refunds Policy Last updated: 13 April 2026

We like happy customers, not unnecessary round trips. If something's not right, let us know and we'll work through it with you.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

Change of Mind Returns

We may accept approved change-of-mind returns within 30 days of delivery.

To be eligible, the item must be:

  • Unused and in original condition
  • In original packaging
  • Accompanied by proof of purchase
  • Approved by us before being sent back

Approved change-of-mind returns are subject to:

  • A 20% restocking fee
  • Non-refundable original delivery charges
  • Return shipping at the customer's cost

You may use your own return label or courier. We recommend a tracked service, as we cannot guarantee receipt of returns lost in transit.

Non-Returnable Items

Unless required under the Australian Consumer Law, we do not accept change-of-mind returns for:

  • Indent items
  • Special-order items
  • Non-stock items
  • Custom-made or personalised items
  • Used items
  • Gift cards
  • Items returned without prior approval

Faulty, Damaged or Incorrect Items

Please inspect your order on arrival. If an item is faulty, damaged, incorrect, or not as described, contact us as soon as possible so we can assess the issue and provide an appropriate remedy in line with the Australian Consumer Law.

Store Credit

Where we agree to a return that does not fall under your rights under the Australian Consumer Law, we may offer, at our discretion:

  • A refund to the original payment method, less any applicable restocking fee, or
  • Store credit

Exchanges

We may approve an exchange if you contact us first and the exchange is approved before any goods are sent back.

To be eligible, the item must be:

  • Unused and in original condition
  • In original packaging
  • Supported by proof of purchase
  • Approved by us prior to return

Exchange requests are assessed at our discretion and are not guaranteed. Indent items, special-order items, non-stock items, custom-made items, and used items are not eligible for exchange unless required under the Australian Consumer Law.

Refunds

Once we receive and inspect the returned goods, we will notify you of the outcome.

If approved:

  • Refunds are processed to the original payment method, unless store credit is agreed instead
  • Approved change-of-mind returns are refunded less the 20% restocking fee
  • Original shipping charges are not refundable

Bank and card processing times may vary.

How to Request a Return

To request a return, exchange, or store credit, please contact us first with your order number, the item(s) involved, and the reason for your request.

If available for your order, you may also submit a self-serve return through your account page. All returns and exchanges must comply with this policy and may require our approval before goods are sent back.

Return location: Bexley NSW 2207. Full return instructions are provided once a return is approved.

Late or Missing Refunds

If your refund has been approved but hasn't appeared, please first check with your bank or card provider as processing can take time. If it's still missing, contact us at sales@australiancateringequipment.com.au.