Returns Information
At Restaurant Equipment Online (REO), We're always here to help you if you have any issue with a product.
If you are experiencing an issue with your product and need to arrange a service call, please visit our Help Centre or fill out our Service Request Form so we can quickly raise a warranty claim or book a service call.
If you would like to return a product, please read the following guidelines, which are based from our Supply Terms and Conditions
When can I return or exchange a product?
📝 Return Requests: All return requests are subject to approval after submitting a Return Merchandise Authorization form.
📦 Damaged Goods: If any items arrive damaged, please let us know within 24 hours. Our Support Team will discuss options to resolve the issue. We'll typically arrange a return and replacement product or refund if the fault is major. If the damage is minor, we may provide a replacement part and/or compensation to cover installing the part. Please do not assemble, install or use any damaged goods and please do not discard of packaging in case we need to arrange a return.
❗ Change of Mind: Please choose carefully, as refunds aren't usually provided for simple changes of mind, wrong selections, or finding goods at a lower price elsewhere. Double-check your choices before adding them to your cart!
🏬 Wrong Product: If you receive the wrong product from Restaurant Equipment Online, the item will be replaced at our cost. Please contact our support team.
💻 Incorrect Information: If we have an incorrect product description, photos or information on our website that lead to the incorrect purchase, Restaurant Equipment Online will cover the costs associated with returning the item.
📏 Size Exchange: If a product doesn't fit your space, reach out to our support team at support@restaurantequipment.com.au within 2 days of receiving the goods. We'll do our best to help, but please note that size exchanges may not always be accepted by the brand manufacturer if you made the wrong selection.
⚠️ Keep in Mind:
- Returns won't be accepted if original packaging is significantly damaged or missing.
- Returns won't be accepted if products have been assembled/installed/used
- If a change of mind return is accepted, items will generally be subject to a 30% restocking fee. (This may be waived if you want to exchange to a different product from the same brand, subject to approval)
- If a change of mind return is accepted, you will be responsible for return shipping costs and your original delivery charge will not be refunded.
- If you purchased a product and received free shipping, the actual shipping cost incurred to REO will be deducted from your total refund or credit note.
- Some goods can't be returned due to hygiene reasons.
- Clearance, used, or made-to-order goods might be non-returnable.
- All returns require approval on a case-by-case basis.
📷 Exchange Process: To make the process smooth, have pictures of the goods ready for assessment. Email images directly to our support team or include when you submit the Return Merchandise Authorization form.
⏳ Please wait for instructions from our customer service team before returning any products: Please do not take equipment back to a warehouse without our instructions to do so as not all brands and products are sent from the same origin.
Nothing in these returns conditions limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law (“ACL“) (or any liability under them) which by law may not be limited or excluded.
If your equipment has a manufacturing defect or has developed an issue, please visit our Help Centre or fill out our Service Request Form to raise a warranty claim or arrange a service call.