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Returns, Exchanges & Refunds Policy

**Important: Please never return a product without contacting us first for approval.**

If you experience any issues with a product, please refer to the product manual first. If you are unable to solve the issue and you have just received delivery of the product, then please email us informing us of the issue in detail. Please provide images or video of the issue along with your order or invoice number.

If you have had the product for an extended period and are seeking warranty or repairs, please complete our Service Request Form. Once submitted we will forward your information to the relevant supplier responsible for your product's warranty. They will then contact you to address the issue and provide a resolution.

Please keep the product packaging for at least 1-2 weeks and do not dispose of it immediately. Our suppliers will not accept returns without the original packaging or if the packaging is damaged.

Missing, Faulty or Damaged Items

If your order has any items that are missing or that arrive damaged or faulty, please notify us strictly within 24 hours of delivery. Failure to contact us within 24 hours may result in us not being able to assist your missing, faulty or damaged items, as our suppliers require us to contact them within this time frame, and in turn, they are required to contact their transport and insurance companies within a certain time frame. Please include photos or videos and your order details and email: info@commercialequipmentonline.com.au - and your enquiry will be promptly addressed. 

As an online retailer, most returns need to be sent to our supplier's warehouse. Provide detailed information, including photos or videos, so we can quickly resolve the issue.

Troubleshooting

After you have sent a detailed email regarding your inquiry, our customer support team may engage in troubleshooting with you to assist in resolving the issue. Many straightforward problems can be resolved without the necessity of dispatching an onsite technician or returning the item. In some cases, we may ask you to directly contact our suppliers to troubleshoot issues, as they possess in-depth knowledge of their products and can expedite issue resolution.

Technical Assessment

At times, items may require shipment to our supplier/brand's service department for assessment or repair. Although our suppliers/brands make every effort to promptly assess returned units, we kindly request that you allow up to 2 weeks for assessments once the item has been received. Certain items, such as large appliances like fridges, freezers, and ovens, may necessitate on-site assessments.

Repairs, Replacements, Refunds

If a product experiences an issue, our suppliers or their repair agents will prioritise repairing the product whenever possible, and necessary parts may be ordered from Australian or international warehouses.

If the product is found to have a major fault that can not be easily repaired, then in accordance with Australian Consumer Law and at the discretion of the supplier, you may be entitled to a replacement or refund. This is usually determined by the nature of the fault and if the product is unable to be repaired. Please note it is very rare for a refund or replacement to have to be offered as most issues can be repaired easily. We ask that you please be patient and reasonable, and work with us and our suppliers/manufacturers to reach a happy solution for all parties. 

30 Days Returns Policy*

At Commercial Equipment Online we want to make your online shopping experience as easy as possible. We are happy to provide an exchange, store credit, or refund for products that are returned new, unused, undamaged and in the original packaging, within 30 days of the delivery date. Please be aware that returns strictly cannot be accepted after 30 days, as per our suppliers' policies.

* Some brands only include a 7-day returns policy including Roband, Hallde, Austheat, Robinox and Forje. Also, some products can not be returned for change of mind reasons and if so this will be outlined in the product description for that product.

A minimum 25% admin/restocking fee of the purchase price will be incurred for change of mind returns or incorrect product purchases, the exact fee will be determined by the supplier and the product/s ordered. An admin/restocking fee may also be incurred for exchanges, this will also be determined by the supplier and the product/s ordered. No return fees will be incurred if the return is due to the product arriving damaged or faulty.

Please note once a product has been returned it may take up to 14 days to be refunded depending on the product, supplier and payment method.

If you have any questions about a return or would like to return a product please contact our friendly customer support at info@commercialequipmentonline.com.au

Change of Mind Returns

Although we provide a 30-day return policy*, it's important to understand that consumer guarantees do not apply if you change your mind about a product, order the incorrect item, find a cheaper alternative from another retailer, or simply decide you no longer like or need the product. We are unable to accommodate change-of-mind returns for all products, and we strongly advise conducting thorough research before placing an order. Ensure that the product specifications, including power and measurements, align with your space and business requirements. Please note that we cannot be held responsible when a customer makes an incorrect choice regarding a product.

Return Shipping

If you have changed your mind about a product, or have ordered an incorrect product, you will need to return it in the same condition it was delivered to you – unused, undamaged, and in its original packaging. Returns must be sent to the Australian warehouse where the product was originally dispatched from. Where possible products are to be returned without writing/stickers on the box or product packaging, and for smaller items, these must be packaged in a separate master box or wrapped in paper. Failure to adhere to these terms means we and our suppliers cannot sell them as new, resulting in significant discounts, and return fees will need to be passed on to the customer.

The return shipping process for change-of-mind orders must be arranged by the customer and is at the customer’s expense and risk. We are unable to facilitate returns through our couriers on behalf of customers. Unfortunately, we do not offer return shipping services, and we advise customers to consider obtaining transit cover, as we will not be held responsible for lost or damaged returns. Please note that we will not reimburse any shipping charges, and in the case of free or discounted shipping on your original order, you will not be reimbursed for the shipping costs associated with our carriers.

If items have been used or are not returned in all original packaging, a return will not be accepted.

Size Exchange

If a product such as a fridge doesn’t fit your space and needs to be exchanged, please contact our friendly support team at info@commercialequipmentonline.com.au. We must be notified of all size exchanges strictly within 7 days of receiving the goods and the product must be returned immediately, within 14 days of the request. Once we are notified we will then contact the relevant supplier to initiate the return and let you know the return shipping details.

When upgrading to a larger size product (such as a fridge) it may be possible to have the restocking fees waived but only if the product is of the same brand (from the same supplier), and if the item is still unused and in its original packaging (undamaged). This is solely at the supplier's discretion and on a case-by-case basis. 

If you accidentally ordered an incorrect size without first checking the measurements of the product and your space to see if it would fit, and you need to downgrade to a smaller size product then this is classed as a change of mind return and you will incur restocking fees charged by our suppliers.

If you need to return the product altogether because it's the wrong size then this is a change of mind return and you will be charged an admin/restocking fee by our suppliers. 

Return Fees

We dislike passing on return fees to customers, we wish they didn't exist, but unfortunately, we have no choice as we must abide by our supplier's returns policies. Initiating a return entails considerable behind-the-scenes work for both our business and our suppliers. It involves multiple staff members handling tasks such as phone calls, emails, warehouse acceptance, assessment, storage of the return, and further work by accounts and inventory departments to process the return and restock items. Managing returns for smaller products is simpler, but larger equipment involves added complexity and associated overheads.

For change of mind returns, a minimum 25% admin/restocking fee will be applied to the purchase price, and the exact fee will be determined by the supplier and the specific product/s ordered. Exchanges may also incur an admin/restocking fee, as determined by the supplier and the product/s ordered. No return fees will be applied if the return is due to the product arriving damaged or faulty.

Additional returns fees may be incurred, or the return may not be refunded at all if the product is not returned in its original packaging or in accordance with our returns policy.

Unless there are missing, faulty, or damaged items or an error on our part, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase or wish to exchange.

If you use PayPal for your order and wish to return/refund it, please note that you will not be reimbursed for the merchant fees, as PayPal does not refund them.

For any questions about a return or to initiate a return, please contact our friendly customer support at: info@commercialequipmentonline.com.au

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