Refund policy

Brand New Equipment Warranty Terms:

1.Definitions.

These terms apply to brand new goods purchased from Kitchen Equipment Victoria ("KEV", "we", "us"). Pre-owned, ex-display and clearance goods are covered by separate terms.

2. Inspect your order. Please inspect your goods on delivery or collection. If an item is defective, damaged, incomplete or not what you ordered, contact us immediately at info@kitchenequipmentvictoria.com.au with your order number and photos. Reporting within [7] days helps us resolve the issue faster and shows the problem existed on arrival.

3. Faulty, damaged or wrong goods.

• Wrong product: if we send the wrong product, we will replace it at our cost.
  
• Freight damage: damage must be noted on the delivery documents where possible and reported to us immediately. Keep all packaging until the claim is resolved.
• Manufacturer warranty claims: after delivery, faults may need to be assessed under the brand's warranty. We will help coordinate this, and we may refer you to the manufacturer's authorised service agent.

4. Change of mind. Please choose carefully. We are not required to accept returns for change of mind, wrong selection, or finding the goods cheaper elsewhere. If we agree to accept one, at our discretion and on a case-by-case basis:

• The goods must be unused, unassembled, uninstalled and in their original, undamaged packaging with all accessories and manuals;
• A restocking fee of 30% of the purchase price applies (which we may waive if you exchange for another product from the same brand, subject to approval);
• You are responsible for return shipping costs, and your original delivery charge is not refunded;
• If you received free shipping, the actual shipping cost we incurred will be deducted from your refund or credit note; and
• The return must be arranged with us in advance. Goods returned without approval will not be accepted.

5. Size and fit. If a product does not fit your space, contact us within [2] days of receiving the goods. We will try to help, but exchanges are not guaranteed, particularly where the manufacturer will not accept the return or the wrong selection was made by you. Please check dimensions, clearances and utility requirements before ordering.

6. Non-returnable items (change of mind). We do not accept change-of-mind returns on:

• Custom, special-order, made-to-order or personalised goods;
• Non-stocked or indent items;
• Clearance items and gift cards;
• Goods that have been assembled, installed or used;
• Goods whose original packaging is missing or significantly damaged; and
• Goods that cannot be returned for hygiene or safety reasons.

This clause does not apply to goods that are faulty, damaged or not as described, which are dealt with under clause 3 and the ACL.

7. Exchanges. The fastest way to get a different item is to return the original (if the return is accepted) and place a new order for the item you want.

8. Refunds. We will notify you once we have received and inspected your return, and whether the refund is approved. Approved refunds are paid to your original payment method within 10 business days. Your bank or card provider may need further time to post it. If more than 15 business days have passed since approval, contact us at info@kitchenequipmentvictoria.com.au.

9. Return authorisation. All returns require our prior approval. Returned goods remain at your risk until we receive them, so please package them securely and keep your tracking details.

10. Australian Consumer Law. Our goods and services 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits of any warranty we give you are in addition to your other rights and remedies under the Australian Consumer Law and any other law. Nothing in these terms limits or excludes any guarantee, warranty, condition or right that cannot lawfully be limited or excluded. In these terms, "ACL" means the Australian Consumer Law.

Pre-Owned Equipment Warranty Terms:

1.Definitions. "Equipment" means the Pre-hand appliances supplied by Kitchen Equipment Victoria ("we", "us"). "Buyer" means the original purchaser named on the invoice. 

Breach of this clause may void the warranty.

6. Making a claim. The Buyer must lodge a claim in writing to email within [7] days of discovering the defect, and in any event before the Warranty Period ends. The claim must include the invoice number, equipment description and serial number, a description of the fault, photos or video if requested, and installation and servicing records. We may reject a claim that is incomplete, or that is lodged late to the extent the delay has prejudiced our ability to assess it. The Buyer warrants that all information given in a claim is true and complete.

 7.Assessment and inspection location.

• We will aim to respond to a claim within [2] business days, but this is an estimate only. We will advise our decision in writing, with reasons if the claim is declined.
• Melbourne metropolitan area: we will inspect the Equipment on site at no call-out charge.
• Outside the Melbourne metropolitan area: we may, at our option, either (i) inspect the Equipment on site, in which case the Buyer must pay our reasonable travel costs and call-out fee, or (ii) require the Buyer to deliver the Equipment to our workshop at the Buyer's cost.
• Equipment installed by us: where we installed the Equipment, no call-out fee applies in any location. Only reasonable travel time is charged for sites outside the Melbourne metropolitan area.
• Site inspections occur on business days between [8:30am and 4pm]. The Buyer must give us safe access to the Equipment and co-operate with the inspection.
  

8. Call-out and repair charges. If the claim is declined, no fault is found, or an exclusion applies or the warranty is void, we may charge the Buyer our call-out fee, assessment time, parts, labour and freight at our standard rates. The Buyer must pay within the invoice terms. If unpaid, we may recover the amount plus reasonable costs of recovery, including legal costs, to the extent permitted by law.

To start a return, you can contact us at info@kitchenequipmentvictoria.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

9.Remedy. 

9. Remedy. If a claim is accepted, we will, at our option:

(a) repair the Equipment;

(b) replace it with equivalent equipment (which may be refurbished or used); or

(c) refund or credit the cost of the affected Equipment, or the cost of repair or replacement.

We are not responsible if a part required for repair is no longer available from the manufacturer, to the extent permitted by law. In that case, we may, at our option, replace the Equipment with equivalent equipment or refund or credit the cost of the affected Equipment.

Replaced parts become our property. Repaired or replaced Equipment is warranted for the remainder of the original Warranty Period or [3] months from the repair or replacement, whichever is longer. Freight to us is at the Buyer’s cost unless the claim is accepted.

10. Limitation of liability. To the maximum extent permitted by law:

• (a) our liability for breach of this warranty or any non-excludable guarantee is limited to the remedies in clause 9, or where permitted by the ACL, resupply or the cost of repair or replacement;
• (b) we are not liable for indirect or consequential loss, loss of profit, revenue, stock (including spoiled food or beverages), business, goodwill or opportunity, or downtime or hire costs;
• (c) our total aggregate liability arising from the sale and warranty is limited to the price paid for the affected Equipment; and
• (d) our liability is reduced to the extent the Buyer's acts or omissions contributed to the loss.

11. Non-reliance. The Buyer acknowledges the Equipment is second-hand, may show wear and prior use, and that descriptions, photos and specifications are for identification only. The Buyer has had the opportunity to inspect the Equipment and is responsible for confirming its suitability for their intended use. No employee or agent may vary this warranty or give additional promises unless confirmed in writing by us.

12. Indemnity. The Buyer indemnifies us against loss, damage, costs and claims (including reasonable legal costs) arising from the Buyer's misuse of the Equipment, breach of these terms, unauthorised modification or repair, or claims by third parties relating to the Buyer's use of the Equipment, except to the extent caused by our negligence.

13. Force majeure. We are not liable for delay or failure in performing this warranty caused by events beyond our reasonable control, including natural disaster, pandemic, government action, strikes, or parts and transport shortages.

14. Australian Consumer Law. Our goods and services 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits of any warranty we give you are in addition to your other rights and remedies under the Australian Consumer Law and any other law. Nothing in these terms limits or excludes any guarantee, warranty, condition or right that cannot lawfully be limited or excluded. In these terms, "ACL" means the Australian Consumer Law.

Please note that returns will need to be sent to the following address: 8 Elliot Place, Ringwood, VIC 3134

You can always contact us for any return questions at info@kitchenequipmentvictoria.com.au.