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Don't worry! We're here to help.
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:
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.
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.
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:
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.
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:
Minor faults which can easily be repaired at your premises include:
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.
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!