Returns Information

Restaurant Equipment Online provides a 30 Day Money Back Guarantee to protect purchases against manufacturing defects and damages in transit

Please remember to check your order within 24 hours of receiving it and let us know right away of any issues so we can arrange a replacement.

More information can be found on our Delivery Information page

If your equipment has an issue requiring technical support, please submit the warranty form on our Warranty information page


Ordered the wrong product or changed your mind?

Our priority is our customers however we have to respect our suppliers' strict returns policies. We live in a world of high volumes and slim margins to keep prices down.
For these reasons, our suppliers charge 25% restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.

We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however ff your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to faciliate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees.

If you have any questions about the product or want to confirm any details at all, please contact us before ordering.

All order cancellation and return requests must be sent via email to ensure accurate record keeping.
Your cancellation or return request will be confirmed in writing, replied to your email request.

If your item was purchased with a free shipping promotion, please note that the actual initial delivery cost (which would have been applied had the item not been on promotion) will be deducted from your refund along with the return delivery cost. Please also note that a re-stocking fee of 25%, excluding shipping charges of the full purchase price will apply. 

From 1 March 2020, credit card fees (2% of order total) will no longer be refunded due to our credit card facility, Stripe no longer refunding their fees (More information)

It is at the manufacturer's discretion whether to apply a restocking fee or not and their decisions are final.

To organise a return, simply contact us within 30 days of receiving your item at [email protected] including images of your product in the original, unopened packaging and we will be in touch with further details.



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

It’s important for your item to be unused and in original packaging to be eligible for return.
This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again.

We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time.

 



Please note the following manufactures which have very strict returns policies:

Roband, Vitamix, Hallde, Austheat, Robinox and Forje Items cannot be returned without authorization by Roband Australia. 
(Contact us to arrange authorization form)
Goods can only be returned within 7 days of purchase and a 25% restocking fee applies.

AG Equipment Items cannot be returned without authorization by AG Equipment
(Contact us to arrange authorization form) 
Goods can be returned within 30 days of purchase and a 25% restocking fee applies.

3Monkeez Items can be returned within 30 days of purchase and a 25% restocking fee applies.

Federal Equipment (F.E.D) Items can be returned within 30 days of purchase and a 25% restocking fee applies.

Uropa Distribution (Nisbets) Items can be returned within 30 days of purchase and a 25% restocking fee applies.

Other manufacturers' return policies will be followed at the time of processing.

It is your responsibility to return the item to the supplier's warehouse at your cost.
Please ensure you have delivery insurance in case of any damages in transit.