My item arrived damaged - what do I do?

My item arrived damaged - what do I do?

If an item arrives damaged, please let us know immediately by emailing photos of the damages to
support@restaurantequipment.com.au or submitting a support ticket.

Please also advise (and include photos) if the packaging was damaged. This is a clear sign that the courier has caused the damaged while your item has been in transit. 

If an item's packaging is visibly damaged, do not accept the delivery! You are allowed to reject it.

99% of damages occur during transportation, while your item is in the hands of the courier. For this reason, we have transit insurance with our suppliers. 

Our suppliers' one requirement is that you check the item for damages within 24 hours of receiving them and let us know right away. If you tell us after a week or a month, we will be unable to provide you with a replacement item.

There have been instances in the past of customers only opening their items a month (one customer didnt open his oven for 3 months after receiving it) after delivery to discover dents on the equipment. By this stage, understandibly, it had been too long a time period to hold the courier responsible and our suppliers were not able to provide any compensation. 

We understand that you might be renovating your kitchen and prefer to keep the equipment boxed up until it's ready for installation however we strongly request that you check the items for damages within 24 hours of receiving them incase we need to arrange a replacement. If there is no transit damage but you don't need the equipment for some time, you can always re-box it!


    • Related Articles

    • My item isn't working correctly - what do I do?

      When an item isn't working correctly such as fridge not cooling or a pilot light in an oven won't stay lit, our process is to send the details to our supplier for that product and they will arrange a technician to perform a service call. The first ...
    • Can I buy replacement glass for polar g-series countertop food display fridge black 120ltr?

      Yes you can buy replacement glass for Polar G-Series Countertop Food Display Fridges! Replacement parts can be ordered for any item which has not been discontinued. Please keep in mind that if the part you need is not currently in stock in Australia ...
    • Why is there a restocking fee?

      Most manufacturers charge 25% restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another. Most of our items are large, bulky and heavy. Because of this, returning a product due to a ...