Returns & Refunds

KW Commercial Kitchen supplies commercial-grade and professional foodservice equipment for restaurants, cafés, bakeries, takeaways, catering kitchens, and hospitality venues across Australia. Therefore, returns are handled under strict commercial conditions due to freight costs, hygiene requirements, installation risks, supplier policies, and inventory depreciation.

1. Quick Summary

2. Inspection on Delivery (Mandatory)

Inspect your delivery immediately upon arrival. Check all cartons, pallets, packaging, and visible surfaces for impact damage, crushing, moisture, tampering, or shortages.

• Freight damage, shortages, or incorrect items must be reported within 48 hours of delivery.
• Clear photos of packaging, labels, and damaged areas are required.
• Claims reported outside the inspection window may be rejected by carriers or suppliers.

3. 7-Day Change-of-Mind Returns

We may approve eligible commercial returns within 7 days of delivery. However, approval is strict because commercial kitchen equipment can rapidly lose resale value once unpacked, handled, or transported.

Eligibility Requirements

All conditions below must be met:

• Return request submitted within 7 days of delivery.
• Product is unused, uninstalled, unpowered, and not connected to gas, water, or electricity.
• Item remains in original packaging with no carton damage, labels, tape damage, or missing protective materials.
• All manuals, shelves, fittings, accessories, trays, screws, and components are included.
• Product must remain in full resale condition after inspection.
• Written approval and a Return Authorisation Number (RAN) must be issued before return.

4. Non-Returnable Items

The following products are non-returnable for change of mind unless required under Australian Consumer Law:

• Installed, used, connected, or powered equipment.
• Custom-built, made-to-order, fabricated, or supplier special-order items.
• Clearance, run-out, final-sale, or ex-display products.
• Products returned without original packaging or missing parts.
• Hygiene-sensitive equipment once unpacked or handled in a way that affects resale.
• Products damaged after delivery due to misuse, improper storage, installation, or transport.

5. Return Authorisation (Required)

1. Contact our team first before returning any commercial equipment.
2. We assess eligibility and issue written approval with a Return Authorisation Number (RAN).
3. Returns sent without an approved RAN may be refused and returned at customer expense.
4. Some products must be returned directly to supplier or manufacturer warehouses.
5. Goods must be securely repacked in original packaging for freight protection.

6. Freight & Return Costs

Change of Mind / Incorrect Purchase

• Customer is responsible for original outbound freight costs, including orders advertised with free shipping.
• Customer is responsible for return freight, packaging, palletising, and freight insurance.
• Damage during return transit arranged by the customer remains the customer’s responsibility.

Faulty on Arrival / Incorrect Item Supplied

• If confirmed faulty on arrival (DOA) or incorrectly supplied, KW Commercial Kitchen will arrange reasonable return freight or collection where practical.
• Additional photos, serial numbers, supplier diagnostics, or technician reports may be required before approval.

7. 25% Restocking Fee

A 25% restocking fee applies to approved change-of-mind returns, incorrect purchases, cancelled dispatched orders, or refused deliveries.

This fee covers supplier handling, warehouse labour, inspection, freight coordination, administration, repackaging, payment processing, and inventory depreciation.

Example Calculation

If a $1,000 commercial product is approved for return due to change of mind:

• Original Order Value: $1,000
• 25% Restocking Fee: -$250
• Original Freight: Deducted
• Return Freight: Customer Paid

Final refund amount will therefore be reduced by applicable freight and restocking charges.

8. Refund Processing

• All returned goods undergo inspection before refund approval.
• Refund timing depends on the payment method after inspection completion.
• Refunds are issued to the original payment method where possible.
• Freight charges, merchant fees, and restocking deductions may apply.

9. DOA & Early-Life Faults (30-Day Priority Support)

If your equipment experiences a fault on arrival or an early-life operational issue, report the issue within 30 days so our team can prioritise assessment and supplier escalation.

• Provide your invoice number, photos/videos, and model/serial details.
• Do not continue operating faulty equipment because further damage may affect warranty assessment.
• Gas equipment must be installed by a licensed professional and installation evidence may be requested.
• Resolution will follow Australian Consumer Law obligations, including repair, replacement, or refund depending on fault type.

10. Australian Consumer Law (ACL)

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

You may be entitled to:

• A refund or replacement for major failures.
• Repair or replacement for minor failures.

For more information, visit the ACCC website.

11. Contact Us

KW Commercial Kitchen

Email: [email protected]
Phone: 1300 001 366
Contact Form: /contact-us/

Support Hours: Monday–Friday, 9:00am – 5:00pm AEST (excluding public holidays).

KW Commercial Kitchen may update this policy from time to time without prior notice.