Warranty Length

All new products we sell (excluding accessories and parts) include a minimum 12-month manufacturer’s warranty. Some products offer an extended standard warranty from their respective manufacturer or supplier. These warranties are in addition to the consumer warranties and guarantees provided under the Australian Consumer Law. Please contact us if you are unsure of the warranty length or term on a product.

Warranty Claims

If you have any issues with a product and would like to lodge a warranty claim please complete a SERVICE REQUEST FORM. Once completed we will forward this form 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. 

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 middleman 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.

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, technical assessment, replacement parts, partial refunds, replacement units or credits/refunds.

Troubleshooting

Once you have provided details of your enquiry our customer support team may 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.

Technical Assessment & Repair Agents

The first step in any warranty claim or service request is to have a technician assess the issue. This is typically done by third-party repair agents who will visit the site for diagnosis. For smaller units, the product may need to be returned to the base for inspection, or if you're in a rural area, you may be required to take the unit to a local repair agent.

Our suppliers usually arrange their own repair agents for service, and we will coordinate this process on your behalf. However, if you have a preferred repair agent who can attend to your business more quickly, please contact us or the supplier for approval before proceeding. Using a repair agent without prior consent may result in unreimbursed fees and could void the remainder of your warranty, as the repair may not be covered under the warranty terms.

For customers in rural areas, we may ask if you have a local or preferred repair agent who can handle the repair. This can help expedite the process if applicable.

In some cases, items may need to be shipped to the supplier’s service department for further assessment or repair. While our suppliers strive to complete assessments as quickly as possible, please allow up to two weeks for the evaluation once the item has been received. For large appliances such as fridges, freezers, and ovens, on-site assessments may be required. Please note that if parts need to be ordered from warehouses, this can extend the repair time.

If for any reason you are not satisfied with the repair agent or the resolution of the issue, please reach out to us. We are happy to connect you directly with the supplier or manufacturer to help resolve the matter to your satisfaction.

Repairs, Replacements, Refunds

If a product has an issue, our suppliers or their repair agents will always first attempt to repair the product where possible. In some cases, parts may need to be ordered from Australian or international warehouses.

If the product is found to have a major fault that cannot 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 decision is typically based on the nature of the fault and whether the product can be repaired. Please note that it is rare for a refund or replacement to be required, as most issues can be easily repaired. We kindly ask that you work with us and our suppliers/manufacturers to reach a satisfactory solution for all parties.

Warranty Exceptions

There are some exceptions to manufacturer warranties including but not limited to:

• Shipping to the repair agent or call-outs to the business (repair on site) may not be covered under warranty.
• Damage arising from misuse. Be sure to read the product manual.
• Products that have not been maintained correctly or that have been modified.
• Normal wear and tear on items such as blades and bearings.
• Damage to packaging. It only matters if the packaged product is not damaged.
• Door hinges & locks on display cabinets, fridges and freezers for example.
• Broken glass (unless the product is delivered broken)
• Please allow for minor variations in product dimensions, colour or finish to what was expected or shown in online product images and descriptions.
• Minor superficial scratches, chips or dents that do not affect performance.
• Equipment that has been opened, repaired or modified by anyone other than an authorised repair agent, or without our or our suppliers' consent.

Equipment Maintenance

Please be sure to read your product manual and keep up to date with the product's maintenance schedule otherwise your warranty may become void. For example, all refrigerators and freezers must have their ventilation systems and filters regularly cleaned to ensure consistent airflow. For any fridges and freezers that are used outdoors or in a hot or humid environment with limited airflow, then maintenance including filter cleaning should be a more regular occurrence.