Returns & Warranty Policy

At Commercial Kitchen Supplies Ltd, we aim to ensure our customers are satisfied with their purchase. This policy outlines the conditions relating to returns, exchanges, refunds, and warranty claims.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Returns Policy

Change of Mind Returns

We may accept change-of-mind returns on selected products, subject to prior approval.

To be eligible for a change-of-mind return:

  • The return request must be submitted within 30 days of delivery.

  • The product must be unused and in original condition.

  • The product must be returned in its original packaging.

  • All accessories, manuals, and included components must be returned.

  • The item must not have been installed, assembled, or used.

Restocking Fees

Approved change-of-mind returns may incur a restocking fee.

Depending on the product, condition of the returned goods, and any costs incurred, a restocking fee of up to 25% may apply.

Additional freight, handling, inspection, repackaging, or administration charges may also apply.

Any original shipping charges are non-refundable.

Unpacked Products

Where a product has been unpacked but remains unused and suitable for resale, additional inspection, repackaging, and handling costs may apply.

Depending on the condition of the returned goods, a restocking fee of up to 35% may apply.

The final amount, if any, will be determined following inspection of the returned product.

Return Freight Costs

Customers may arrange their own return freight using a carrier of their choice.

Alternatively, Commercial Kitchen Supplies Ltd may be able to assist by arranging return freight on the customer's behalf. Any freight, insurance, handling, or associated costs incurred will be payable by the customer and may be deducted from any applicable refund.

We recommend using a reputable freight provider and obtaining transit insurance, as Commercial Kitchen Supplies Ltd cannot accept responsibility for goods that are lost or damaged during return transit.

Refunds, credits, or exchanges will only be processed once the returned goods have been received and inspected by Commercial Kitchen Supplies Ltd.

Non-Returnable Items

The following products are generally non-returnable:

  • Special-order items

  • Custom-made products

  • Made-to-order products

  • Clearance items

  • Products sold as ex-display

  • Products marked as non-returnable

  • Installed or used products

Exceptions may apply where required by Australian Consumer Law.

Incorrectly Ordered Products

Customers are responsible for ensuring product suitability before placing an order.

This includes confirming:

  • Dimensions

  • Power requirements

  • Gas requirements

  • Installation requirements

  • Delivery access requirements

Commercial Kitchen Supplies Ltd is not responsible for products ordered incorrectly by the customer.

Damaged or Incorrect Deliveries

Customers must inspect all goods immediately upon delivery.

Any:

  • Freight damage

  • Missing parts

  • Incorrect products

  • Short deliveries

must be reported within 24 hours of delivery.

Claims should be submitted to:

sales@cksonline.com.au

Please include:

  • Order number

  • Photographs

  • Description of the issue

Failure to notify us within the required timeframe may affect our ability to investigate freight claims.

Order Cancellations

Orders cancelled prior to dispatch may be subject to administration and processing fees.

Orders cancelled after dispatch will be treated as a return request and may be subject to:

  • Return freight costs

  • Restocking fees

  • Carrier charges

  • Administration fees

Special-order and custom products cannot generally be cancelled once production or procurement has commenced.

Warranty Policy

Warranty Coverage

Products supplied by Commercial Kitchen Supplies Ltd are covered by the warranty period specified on the individual product page.

Warranty coverage generally applies to:

  • Manufacturing defects

  • Faulty workmanship

  • Defective components

Warranty remedies may include:

  • Repair

  • Replacement parts

  • Product replacement

  • Refund where required by law

Warranty Exclusions

Warranty does not cover faults arising from:

  • Incorrect installation

  • Improper use

  • Neglect

  • Abuse

  • Lack of maintenance

  • Accidental damage

  • Power surges

  • Water damage

  • Transport after delivery

  • Unauthorised modifications

  • Unauthorised repairs

  • Failure to follow manufacturer instructions

  • Fair wear and tear

Gas Equipment Warranty Requirements

All gas appliances must be installed by a licensed gas fitter.

We may request:

  • Gas compliance certificates

  • Installation reports

  • Commissioning documentation

Failure to provide these documents may result in a warranty claim being declined.

Refrigeration Equipment Warranty Requirements

Commercial refrigeration equipment must be:

  • Installed correctly

  • Adequately ventilated

  • Properly maintained

  • Operated within manufacturer guidelines

Warranty claims may be declined where equipment has been installed or operated incorrectly.

Warranty Claim Process

To submit a warranty claim, customers may be required to provide:

  • Proof of purchase

  • Order number

  • Product serial number

  • Photographs

  • Videos

  • Technician reports

  • Compliance certificates

Non-Warranty Service Calls

Where a technician is engaged and the issue is found not to be covered under warranty, the customer may be responsible for:

  • Call-out fees

  • Labour charges

  • Travel expenses

  • Replacement parts

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.

  • Compensation for any other reasonably foreseeable loss or damage.

  • Repair or replacement where goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any rights available under Australian Consumer Law.

Contact Us

Commercial Kitchen Supplies Ltd

Phone: 03 9067 5651

Email: sales@cksonline.com.au