Having Trouble with Your Product?

Don't worry! We're here to help.

  • Start by checking the product page and available product manuals for guidance.
  • Our Help Centre is also a great resource for instant answers to frequently asked questions and product-specific troubleshooting.
  • If you can't find a solution, feel free to contact our Support team via email. We'll send you relevant product documents or articles to help resolve your issue.
  • If your equipment is under warranty and needs service or has stopped working, please fill out our Service Request Form.

Note: For faulty or damaged products upon delivery, please send photographic evidence to support@restaurantequipment.com.au or submit it to the Help Centre within 24 hours of receiving the product.

As an online retailer, RestaurantEquipment.com.au doesn't have physical stores for returns. To help us diagnose and resolve your product fault promptly, please provide as much information as possible, including photos and/or videos.

Our process for helping resolve a faulty product issue consists of several steps:

  1. Enquiry & Troubleshooting: Our Support team will work with you to identify the issue and provide relevant troubleshooting steps. Many claims are resolved through correspondence without the need for a return or service call. Providing photos and/or videos of the issue will help us assist you more efficiently.
  2. Technical Assessment: Our support team or the product brand's in-house service department will assess your item if required. We will arrange a technician to attend your premises if the product is large and cannot be easily moved. For smaller items with 'RTW' (Return to Warehouse) warranties, you are required to take it to an authorized service centre nearby. This only applies to smaller items which are under 35kg
  3. Repair or Replacement: We'll repair your product if possible, which may require ordering parts from Australian or international warehouses. If necessary, we'll replace the product. Depending on the fault's nature, you may be entitled to a refund or replacement. This is assessed on a case by case basis. For more information, please refer to RestaurantEquipment.com.au terms.
  4. Item Return: If an item needs to be returned for diagnosis or repair, please package large items suitably for transit before returning them. We recommend keeping your original packaging for this purpose. Some items, like large appliances, may be assessed on-site. If you're looking for information about our product returns policies, please see our returns information page
  5. Please note, when you purchase an item from Restaurant Equipment Online, you agree to follow our warranty/service processes. Our intention is to get your issue resolved as quickly as possible, so we kindly ask that you allow us and our manufacturers to assess and repair faults when they arise. This includes agreeing to supplementary service call terms if required.
  6. We appreciate that customers do not want to be charged for technician call out fees or service charges. If there is a fault from the factory with an appliance you purchased, you will not be charged anything. If however the technician finds that the appliance was not installed in accordance with the installation instructions, has not been maintained according to the product instructions or any other non manufacturing, user or error, then only will you be charged.

Repair, replace, refund, cancel: From ACCC Website:

Who is responsible

Businesses are responsible for resolving problems with products they sell to consumers.

Businesses must not tell consumers to go to the manufacturer for a remedy.

However, for some consumer guarantees, consumers can choose to seek a remedy from the manufacturer, rather than the business they bought the product from. A manufacturer may offer to resolve the problem by providing a repair, refund or replacement, but consumers cannot demand this from the manufacturer.

Minor problem with a product or service

Available solutions

When a product or service has a minor problem, the business must fix the problem or repair the product for free.

The business does not have to offer a replacement or refund for a minor problem, although it can choose to do this.

When the business can’t or won’t fix a minor problem

If the business can’t or won’t repair or fix the problem within a reasonable amount of time, or at all, a consumer is entitled to:

  • get it done somewhere else, with the business paying the consumer back for the reasonable cost of the fix or repair
  • get a refund or replacement instead
  • keep the product or cancel the service contract, and be compensated for the drop in value caused by the problem.

What is a ’reasonable’ amount of time for a business to fix a problem will depend on the nature of the product or service. For example, it may take longer for a repairer to attend a house to fix an installed dishwasher than for a pair of pants to be repaired in-store.

If the business finds that the product does not have a problem, it can make the consumer pay the collection and inspection costs. To do this, the business must give the consumer a reasonable estimate of these costs before collecting the product.

Warranty FAQs:

Q: What types of product faults are covered by warranty?

At REO, we want to make sure you're happy with your purchase! Our suppliers guarantee that all new equipment is free from defects, including factory used materials and workmanship, ensuring quality and durability in every possible way.

However, the warranties do not cover:

  1. Normal wear and tear and items that wear out due to regular usage, such as blades, bearings, and batteries.
  2. Damage resulting from abnormal use or abuse, like overloading motors and stripped gears beyond the listed maximum capacity of machinery.
  3. Products that haven't been maintained (e.g., filters not regularly cleaned) or have been modified.
  4. Issues arising from incorrect installation.
  5. Damage to packaging only.
  6. Broken glass (unless the item arrived damaged).
  7. Door seals, hinges and locks.
  8. Temperature fluctuations within manufacturing guidelines (fridge fluctuates between 2 and 8 degrees from set point)
  9. Insignificant minor variations in dimensions, color, grain, or finish.
  10. Very minor chips, dents, or superficial blemishes.
  11. Water accumulated by condensation, a natural biproduct of the cooling process combined with environmental factors
  12. Equipment that has been opened, serviced, or modified without REO's prior consent.

Q: What are some examples of Minor Faults?

Minor faults which can easily be repaired at your premises include:

  1. Refrigeration Gas Leaks
  2. Refrigeration component replacements, including compressors, evaporators, condensers and other parts
  3. Cooking equipment and other appliance defective parts

Q: Can I use my own technician for repairs?

We understand that you may have a preferred technician, but all equipment under warranty by REO's manufacturers must be serviced according to REO's policies listed in the Terms and Conditions.

Generally, our suppliers will arrange their own technicians to resolve issues. Please inform us of any issues with a product BEFORE arranging your own service technician, as unauthorized repairs will void your product warranty.

If you have a preferred technician who can attend to your business faster, please check with us and wait to receive written consent before making arrangements. We need to obtain approval from the manufacturer first.

Q: What is a back-to-base warranty?

Some products (usually with a commercial value under $1,000) come with a back-to-base warranty. This means that if an issue can't be resolved easily, the product must be sent back to the appropriate service center for repairs. Please note that back-to-base warranty freight fees are your responsibility and won't be covered by REO unless stated otherwise on a case-by-case basis. You can find more details on the warranty information on the specific product's page.

A little tip: To ensure the longevity of your products, please read product manuals and stay up-to-date with their specific maintenance schedules. For example, all refrigerators and freezers need their ventilation systems regularly cleaned for consistent airflow. This includes routine cleaning of the condenser filters. If used outdoors or in hot and stuffy environments, maintenance tasks such as filter cleaning should be performed more frequently.

Regarding Manufacturer warranties, these are provided as extra promises about the quality of a product or how we will fix any problems that arise with a product. Warranties apply in addition to consumer rights to a repair, replacement, refund or cancellation when there's a problem with a product or service.

Restaurant Equipment Online is your single contact point for all warranties and service calls, however you are welcome to contact the specific manufacturer's service team directly if you prefer. 

Each manufacturer's warranty may differ slightly in how they handle service calls and remedies and the total period of time under which warranties are valid for. Please ensure you have read the warranty period and other information on each product page.

If ever you have a problem with equipment purchased from REO, even if it is passed the manufacturer's warranty period, reach out to us and we will always do our best to look after you!