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Service Request Form

Warranty Claims & Service Request

If you experience any issues with a product you purchased through us firstly please refer to the product manual. If you would like to lodge a warranty claim please complete the above form. Once completed we will forward your information to the appropriate supplier (who is responsible for your product's warranty) and they will contact you regarding the issue and provide a resolution.

Please include as much information as possible regarding the issue and include photos and/or videos where possible. This is so the issue can be clearly assessed and a happy resolution can be quickly reached. 

Prior to submitting this form please check your equipment is under warranty, is clean, is accessible, and has not been misused by your staff.

For out-of-warranty repairs/service, you are welcome to also complete the above service request form and we will direct you to the correct supplier for servicing.

Please note we are not a repair agent and do not carry out repairs, our suppliers are responsible for the warranties and repairs and will manage all warranty claims, it's usually much easier dealing with the supplier directly rather than having us a middle man relaying information back and forward, but we are always here to help as required. If you require the contact details of the supplier/manufacturer we will be happy to provide you with this information.

If a service callout is required this will only be completed during business hours.

If a repair agent is required to come to your premises, please ensure the equipment is connected to power and/or gas. If it's not connected you may be charged a call-out fee as this could hold up the repair agent from quickly addressing the issue.

For any refrigeration or freezer service requests, please ensure the condenser filter has been regularly cleaned in accordance with the product manual. If the repair agent can identify the filter or product has not been maintained correctly or is not set up correctly in accordance with the manual, then your warranty may be voided.

Warranty / Repair Resolutions

We and our suppliers always strive to offer a quick and happy resolution regarding warranty claims and repairs. All warranty claims are treated on a case-by-case scenario as they all differ depending on the product, the supplier and the issue. Resolutions may include (in this order) troubleshooting/product adjustments, replacement parts, partial refund, replacement unit or credit/full refunds.

Troubleshooting

Once you have provided a detailed email of your enquiry our customer support team will troubleshoot with you to help resolve your issue. Simple issues can often be addressed by troubleshooting via email or over the phone, without the need to send out an onsite technician or return the item. We may also request you contact our suppliers/brands directly to troubleshoot issues as they have more extensive knowledge of their products and can more quickly resolve issues.

Repairs, Replacements, Refunds

If a product has an issue our suppliers or their repair agents will always firstly repair your product where possible and parts may need to 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 work with us and our suppliers/manufacturers to reach a happy solution for all parties. 

Repair Agents

Under warranty guidelines, all suppliers will usually arrange their own repair agents to service any products. If you have your own repair agent who can attend to your business faster, please check with us/or the supplier first before organising. If you use your own repair agent without prior consent, the repair agent's fee will not be reimbursed and doing so will most likely void the remainder of your warranty.

For customers in rural areas, we occasionally we may ask them if they have a local or preferred repair agent who can carry out the repair.

Sometimes items may need to be shipped to our supplier/brands service department for assessment or repair. Whilst our suppliers/brands always strive to assess returned units as quickly as possible, please allow up to 2 weeks for assessments once the item has been received. Some items such as large appliances including fridges, freezers and ovens may need to be assessed on-site.

If for any reason you are not satisfied with a repair agent or the resolution of the issue, then we will be happy to connect you with the supplier/manufacturer to discuss and resolve this further. 

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