Warranty Information & Service Requests
Q: How Long Is Your Warranty?
All new products are backed by a minimum 12 month manufacturer’s warranty. Some products come with extra warranties from their specific manufacturers. The warranty is in addition to the consumer warranties and guarantees under the Australian Consumer Law.
Q: What do I do if I have a problem?
If your product arrives or presents with damage or a fault and you would like to arrange a service call by the manufacturer,
please complete the SERVICE REQUEST FORM
Please include photos and/or videos of the issue so that we can quickly arrange the right solution with the manufacturer.
**Please note that Restaurant Equipment Online does not directly facilitate service calls provided under manufacturer's warranties. Service calls are provided by our suppliers/manufacturers so if you have an issue with a product purchased, we will submit the warranty claim request to the manufacturer and assist in managing the repair process. Our intention is to help resolve the issue as quickly as possible to minimize any downtime. Please keep in mind that we are here to help you and if you would like to speak directly to the manufacturer's service department looking after your issue, we will be happy to provide their details.
Q: How will my product fault be solved?
The best solution to any product fault depends on the nature of the fault itself, and each fault will be given a tailored solution to best solve your problem. The solutions available are as follows (in order of priority) – and all at no cost to you:
Adjustments: If the fault can be solved with a small adjustment such as to the item’s control panel, we will immediately advise you on how to do it.
Spare Parts: If the fault can be solved with the provision of a spare part(s) – we will immediately send you the spare part(s) - Fees may apply in particular circumstances.
Partial Refund: If the fault is merely superficial – we may offer you a partial refund or store credit in an amount commensurate with the extent of the fault, to keep the product as is and use a “Self Help” solution. This is to avoid unnecessary wastage and due to environmental considerations, and to save you time.
Replacement: If the fault falls within our warranty policies and can only be solved by the provision of a replacement but not a spare part – (at our discretion) we will send you a replacement as soon as possible. Please note that REO may or may not require the return of the faulty product prior to sending a replacement, (at our sole discretion).
Credit/Full Refund: If the fault cannot be solved with a spare part and no replacements are available within 3 weeks, and no alternative products are to your liking, we will offer you a full refund or store credit should you so choose. (The full refund will not include postage/freight fees which will be deducted from the total as per our returns policy and general terms).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. At the discretion of the manufacturer who facilitates the warranty, you are entitled to a repair, replacement or refund for a major equipment failure. It is very, very rare that this ever happens and we ask that you work with us and our suppliers/manufacturers to reach a win-win-win solution to any issue.
Please keep in mind some helpful points:
Self-Help Solutions: Wherever possible – REO requires customers to use “Self Help” solutions. For example, if a minor setting needs adjustment as per a product manual or our instructions or if an electrical plug has come undone in transport, You the customer can rectify the situation quickly and effectively by following our simple solutions.
Packaging: The customer acknowledges that packaging or the product may be affected during delivery to the customer.
Visual Variations: The customer acknowledges that there may be minor variations in colour and finish as between each item, and also the corresponding images shown on the REO website (because of issues such as screen resolutions, or in-situ lighting). And also because in many cases - no two pieces of equipment are identical.
Q: What types of product faults are covered?
REO's suppliers warrant all new equipment to be free from defects including factory used materials and workmanship, and of acceptable quality and durability in every possible way.
The warranties do not cover:
Normal wear and tear and items which wear out as a result of usage such as blades, bearings and batteries.
Damage arising from abnormal use, or abuse; such as overloading of motors and stripped gears as a result of exceeding maximum listed capacity of machinery.
Products which have not been maintained (for example, filters not regularly cleaned), or which have been modified.
Damage to packaging only;
Insignificant minor variations in dimensions, colour, grain or finish; and
Very minor chips, dents or superficial blemishes.
- Equipment which has been opened, serviced or modified without REO's prior consent
Q: Can I use my own technician?
All equipment under warranty by REO must be serviced in accordance with REO's policies listed in the Terms and Conditions. Generally our suppliers will arrange their own technicians to solve issues. If you have a preferred technician who can attend your business faster, please check with us before arraning as we need to get approval from the supplier first. Usually our suppliers will allow you to use your own technician if they can attend your site sooner and can provide a legitimate report and tax invoice after the work has been completed. If you use your own technician without prior consent from REO and our manufacturers, the technician's fees will not be reimbursed and doing so may also void the remainder of your product's warranty.
Occasionally we may ask our customers if they have a preferred technician who is able to carry out any servicing or warranty work. This may be the case in non-metro or areas where our manufacturer's technicians may take a long time to reach.
Q: What is a back to base warranty?
Some products (usually under commercial value of $1000) have a back-to-base warranty. This means if an issue cannot be solved easily, the product must be sent back to the appropriate service center for repairs. Back to base warranty freight fees are your responsibility and will not be borne by REO. Please check the warranty information on the specific product's page for more details.
Equipment Maintenance: To best ensure the longevity of your products, please read product manuals and keep up to date with their specific maintenance schedules. For example, All refrigerators and freezers must have their ventilation systems regularly cleaned to ensure consistent airflow. This includes regular cleaning of the internal filters. If used outdoors or in hot and stuffy environments, maintenance such as filter cleaning should happen even more regularly.