We want you to be happy with your order. If something is not right, contact us first and we will work with you to sort it out.
Last updated: 24 October 2026
How to start a return
- Email sales@restaurantessentials.com.au with your order number, the item, the reason for the return and clear photos.
- We will review your request and reply with the next steps. All returns need our approval first.
- Please wait for our instructions before sending anything back. Products ship from different locations, so do not drop goods at a warehouse or send them to us without a return approval.
Damaged on arrival
Please check your goods when they arrive and tell us about any damage within 2 business days of delivery, with photos of the item and the packaging. Do not install or use a damaged item, and keep all packaging in case it needs to be returned. Depending on the damage, we will arrange a replacement, a repair or replacement part, or a refund.
Wrong item received
If we sent the wrong product, we will collect it and send the right one at our cost.
Incorrect information on our website
If you bought the wrong item because the description, photos or specifications on our website were incorrect, we will cover the cost of returning it.
Change of mind
Please choose carefully. We are not required to accept returns because you changed your mind, ordered the wrong item, or found a lower price elsewhere. If we do agree to a change-of-mind return:
- the item must be unused, uninstalled and in its original, undamaged packaging;
- you must ask within 7 days of delivery;
- a restocking fee of up to 30% of the item price may apply;
- you pay the cost of return freight, and the original delivery charge is not refunded.
Items that cannot be returned
- Products that have been installed, connected, used or assembled (unless faulty)
- Consumables and hygiene products that have been opened, such as gloves, food packaging and cleaning products
- Used, clearance and special-order or made-to-order products, unless faulty
- Items returned without our approval
Faulty products
If a product develops a fault, please see our Warranty page. We will help you with the manufacturer’s warranty and your rights under the Australian Consumer Law.
Refunds
Approved refunds are made to your original payment method once we have received and inspected the returned item. Please allow up to 10 business days for the refund to show in your account.
Your rights under 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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.