Question 1

Do I need an ABN to buy from KW?

Accepted Answer

No. We sell to both businesses and individuals. If you select 'Business' at checkout, we auto-verify your ABN against the Australian Business Register and issue a tax invoice in your company name. Individuals get a standard GST tax invoice.

Question 2

Can I get a formal written quote before buying?

Accepted Answer

Yes. Click 'Request Quote' at checkout and we issue a formal PDF quote valid for 14 days, with the price locked against supplier increases (subject to stock). Quotes are free and don't commit you to anything.

Question 3

How do I know stock is available?

Accepted Answer

Every product page shows live availability from our supplier network, updated multiple times per day. Delivery times vary by product and destination — confirmed with your quote. On the rare occasion a supplier runs out between the page load and your order, we email within 4 business hours with options.

Question 4

Can I order equipment not listed on the site?

Accepted Answer

Yes. We have access to every major Australian commercial-kitchen supplier. Call 1300 001 366 or email sales@kwcommercial.com.au with the make/model and we'll quote.

Question 5

What payment methods do you accept?

Accepted Answer

Credit/debit card (Visa, Mastercard, Amex), direct bank transfer, PayPal, SilverChef Rent-Try-Buy for approved businesses, and cash-on-pickup by appointment. No payment surcharges apply — the price shown is the price you pay. Afterpay is not available for orders over $2,000.

Question 6

Is bank transfer safe?

Accepted Answer

Yes — it's the cheapest and most common B2B payment method in Australia. We set status 'Awaiting Transfer' on your order and hold stock for you. Funds clear on bank timing. (BSB + Account on your order confirmation email) · Reference = your order number.

Question 7

What is SilverChef?

Accepted Answer

A Rent-Try-Buy finance product for commercial kitchen equipment. You pay a weekly rent (from ~$18/day), use the equipment up to 12 months, and can return, continue renting, upgrade, or buy. 100% tax-deductible. Approval takes 24–48 hours.

Question 8

Do prices include GST?

Accepted Answer

Yes, every price on the site includes GST unless clearly marked. We show ex-GST in the cart summary for B2B convenience.

Question 9

How fast can you deliver?

Accepted Answer

Delivery times vary by product and destination — confirmed with your quote.

Question 10

Do you deliver to regional areas?

Accepted Answer

Yes, Australia-wide. Regional postcodes show as 'quote required' at checkout — we price freight with our carrier for your exact address and access. Turnaround on quotes: usually under 2 business hours during the working day.

Question 11

What if the item arrives damaged?

Accepted Answer

Inspect on delivery — open the carton in front of the driver if possible. Photograph damage within 24 hours and email sales@kwcommercial.com.au with your order number and photos. Commercial freight carriers refuse claims after 24 hours, so this window is strict.

Question 12

Can I pick up my order?

Accepted Answer

Yes — two ways. Direct pickup from the brand's distribution warehouse or nominated freight depot is available for many products and is usually the quickest option; we'll confirm the nearest location with your quote. Or collect from our Bankstown NSW location by arrangement — stock is freighted in from the brand's warehouse first, so allow additional transfer time, confirmed when we book your pickup.

Question 13

How long is the warranty?

Accepted Answer

Brand-dependent. Bromic refrigeration is 5-year parts / 2-year labour. Bezzera espresso machines are 2-year parts and labour. Most other brands are 1–2 years. Exact terms on your tax invoice and every product page.

Question 14

Who handles the warranty — KW or the manufacturer?

Accepted Answer

The manufacturer's authorised Australian service network — genuine parts, real technicians, no 6-week overseas waits. KW coordinates the claim for you so you don't have to chase the manufacturer yourself.

Question 15

Do I need to register the warranty?

Accepted Answer

Most brands require registration within 30 days of delivery to activate the full term. We send a registration email 2 days after delivery — click through, or reply REGISTER FOR ME and we do it for you free.

Question 16

Something broke. What do I do?

Accepted Answer

Go to /contact?topic=warranty, enter your order number, attach photos and a description. Warranty timing varies by brand, fault type, technician availability and destination.

Question 17

Can I return for change of mind?

Accepted Answer

Yes, by approval only. Request the return within 7 days of delivery before sending anything back. The item must be unused, uninstalled, in original packaging, and resaleable. You cover return freight and a 25% restocking fee applies to approved change-of-mind or customer-order-error returns. Faulty goods and ACL warranty remedies are handled separately with no restocking fee.

Question 18

What if you sent the wrong item?

Accepted Answer

Our problem, not yours. We arrange the corrected item and pickup of the wrong one — no cost to you.

Question 19

Can I cancel my order?

Accepted Answer

Yes, free before dispatch. After dispatch, it's treated as a change-of-mind return.

Question 20

How fast are refunds?

Accepted Answer

Refund timing depends on the original payment method and provider.

Question 21

Do you install?

Accepted Answer

KW does not directly install gas or electrical equipment — this must be done by a licensed trade in your state. We can refer a licensed installer in your area. For Rational and other combi ovens, commissioning by an authorised technician is a warranty requirement — we coordinate this as part of your order.

Question 22

Can you help me pick the right equipment?

Accepted Answer

Absolutely. Call 1300 001 366 — our team has 15+ years of commercial kitchen experience. Tell us your cuisine, covers, floor plan and ventilation, and we'll shortlist 2–3 options in any budget.

Question 23

Do you sell parts and consumables?

Accepted Answer

Yes — door gaskets, filters, wear parts, cleaning chemicals, baskets, trays. Ask for the part number and we'll quote.

Question 24

How long have you been trading?

Accepted Answer

KW Commercial Kitchen has been supplying Australian foodservice since 2010 — 15+ years, 5,000+ kitchens fitted out across Sydney and nationally.

Question 25

Where are you based?

Accepted Answer

7/72 Canterbury Road, Bankstown NSW 2200. Showroom is appointment-only.

Question 26

Do you have a B2B / trade programme?

Accepted Answer

Yes. Trade accounts get extended net terms, bulk pricing on recurring orders, and a dedicated account manager. Email sales@kwcommercial.com.au.

Frequently Asked Questions

Ordering

Payment

Delivery

Warranty

Returns

Installation & After-Sales

About KW