Sorry to hear you are experiencing issues with your commercial equipment.

We understand how frustrating it can be when equipment is not performing as expected, particularly when your business relies on it daily. While we always aim to assist as quickly as possible, warranty and service processes are managed by the relevant Australian supplier or manufacturer and must follow their required procedures.

All new products sold by Commercial Equipment Online (excluding accessories and parts) include a minimum 12-month manufacturer’s warranty, unless otherwise stated. Some products include extended warranties offered by the manufacturer or supplier. These warranties are in addition to your rights under Australian Consumer Law.

Important: Warranty and service support is only available through us for products purchased directly from Commercial Equipment Online. If your product was purchased from another retailer, please contact that retailer directly.

How to Lodge a Warranty or Service Request

Suppliers require the end user to submit the warranty or service request themselves via their online portal. This is a requirement of our warranty process. The submission typically takes only a few minutes and involves providing details about the fault, how the unit is used, and accepting the supplier’s terms and conditions. You may also be asked to provide credit card details, which are required in the event the issue is found not to be a manufacturing fault. If you need assistance completing the supplier form, our team is happy to help guide you through the process.

To lodge a warranty or service request, please first email:

info@commercialequipmentonline.com.au

We will then reply with the appropriate supplier or manufacturer warranty/service link and instructions for your product.

When submitting your request to the supplier, please include:

• Order or invoice number
• Product model and serial number
• Description of the fault
• Photos and/or videos where available

We recommend checking the product manual for troubleshooting guidance before submitting a request.

If you require a copy of your invoice, please email info@commercialequipmentonline.com.au and we will provide this.

What to Expect

Warranty and service matters are rarely resolved overnight. Time is required for the supplier to review the claim, respond, and where necessary arrange a third-party repair agent or order parts. We appreciate your patience while this process is carried out.

Commercial Equipment Online is not a repair agent and does not carry out repairs. Warranty claims and servicing are managed by the supplier or manufacturer in accordance with their warranty terms. However, as the retailer, we remain available to assist and will help liaise with the supplier if required to ensure the matter is properly addressed.

Before You Submit (Warranty Claims)

Please ensure:

• Equipment is clean and accessible
• Equipment is installed and used in accordance with the product manual
• Electrical and gas equipment has been installed by a licensed technician
• The issue is not caused by misuse, lack of maintenance, or accidental damage

You may still submit a service request if the product is out of warranty, however any resulting repairs or call-outs will be chargeable.

Out-of-Warranty Service

Out-of-warranty service and repairs may be available through the supplier or authorised service agent. All costs are payable by the customer. The supplier will advise applicable costs before proceeding.

Warranty / Repair Resolutions

All claims are assessed on a case-by-case basis depending on the product, supplier and issue.

Possible resolutions may include (in order):

• Troubleshooting or adjustments
• Replacement parts
• Repair
• Partial refund
• Replacement unit
• Credit or full refund

Refunds or replacements are rare, as most issues can be repaired.

Troubleshooting

Simple issues can often be resolved via email or phone without sending a technician or returning the product.

You may be asked to contact the brand or supplier directly, as they have specialist product knowledge and can often resolve issues faster.

Technical Assessment & Repair Agents

The first step in any claim is technical assessment by a qualified technician arranged by the supplier.

• Smaller units may need to be returned to a service centre
• Large items (fridges, freezers, ovens) usually require on-site assessment
• Rural customers may be asked to use a local repair agent or nominate a preferred technician

If you have a preferred repair agent, approval must be obtained from us or the supplier before proceeding. Using an unapproved agent may result in unreimbursed fees and could void the warranty.

Some items may need to be sent to the supplier’s service department. Please allow up to two weeks for assessment once received. Ordering parts may extend repair time.

If you are not satisfied with the repair agent or outcome, contact us and we will assist in liaising with the supplier or manufacturer.

Warranty Exceptions

Manufacturer warranties do not cover, but are not limited to:

• Misuse or neglect
• Lack of maintenance
• Normal wear and tear
• Broken glass (unless delivered broken)
• Minor scratches, chips or dents that do not affect performance
• Equipment modified or repaired by unauthorised persons
• Items not installed in accordance with the manual
• Packaging damage only

Please refer to your product manual and follow maintenance schedules. For example, fridge and freezer condenser filters must be cleaned regularly. Failure to maintain equipment correctly may void warranty.