Refund Policy

1. About this policy

ProChef provides refunds, repairs and replacements in accordance with Australian Consumer Law and the terms set out in this Refund Policy.

The benefits described in this policy are in addition to any rights and remedies available to you under Australian Consumer Law. Please read this policy before purchasing so you understand your rights and what you can expect from us if there is a problem with your order.

2. Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under Australian Consumer Law.

For a major failure with a service, you are entitled to cancel the service contract and receive a refund for the unused portion, or compensation for its reduced value.

For a major failure with goods, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage resulting from the failure.

If a failure with goods or services is not a major failure, you are entitled to have the failure rectified within a reasonable time. If this does not occur, you may be entitled to a refund for the goods, to cancel the service contract and receive a refund for any unused portion, or to another remedy available under Australian Consumer Law.

If this policy is inconsistent with Australian Consumer Law, Australian Consumer Law prevails. More information about consumer guarantees is available from the Australian Competition and Consumer Commission (opens in a new tab).

3. Products damaged during delivery

If your product is damaged during delivery:

• Contact ProChef as soon as possible and no later than 3 days after receiving the product.
• Keep the product in the condition in which it was received.
• Keep all original packaging, accessories and other items supplied with it.
• Provide the order details and clear photos of the product, packaging and shipping label if requested.

Provided you contact us within 3 days of receiving the product, ProChef will arrange to repair or collect the damaged product and replace it with an equivalent product, or provide a refund, as appropriate.

4. Change of mind and cancellations

ProChef does not provide refunds if you change your mind or find the same product or service at a lower price elsewhere.

This does not limit any rights you may have under Australian Consumer Law.

5. When a remedy may be refused

To the extent permitted by Australian Consumer Law, ProChef may refuse a repair, replacement or refund where:

• You misused the product and that misuse caused the problem.
• You knew, or were made aware, of the problem before purchasing.
• You requested that a service be performed in a particular way, or that a product be altered, against our advice.
• The issue resulted from instructions or requirements that were unclear or incomplete.
• Another exception under Australian Consumer Law applies.

6. Return shipping and collection costs

If a product may not meet one or more consumer guarantees, you are initially responsible for arranging and paying to return an item that can be posted or transported easily.

If the returned product is found to be eligible for a repair, replacement or refund under this policy or Australian Consumer Law, ProChef will reimburse reasonable postage, shipping or transportation costs associated with returning the product.

If the product is too large, heavy or difficult for you to return and is believed to be eligible for a remedy, contact ProChef so collection or transport can be arranged. Any amount initially charged for that arrangement will be dealt with according to the assessment outcome and your rights under Australian Consumer Law.

If ProChef pays for inspection, postage, shipping, transportation or collection and the product is found not to be eligible for a repair, replacement or refund, you will be required to pay those costs.

7. Response times

ProChef aims to process requests for repairs, replacements or refunds within 3 days of receiving the request or returned item, as applicable. Assessment, freight, repair, replacement and payment-processing times may vary depending on the product and circumstances.

8. How to request a return or remedy

Contact ProChef using the details below before returning a product. To assess your request:

• You must provide proof of purchase.
• You may be asked to provide order details, serial numbers, photos or other information reasonably required to assess the claim.
• You may be required to provide government-issued identification to qualify for a refund, repair or replacement.

Unless ProChef agrees otherwise, an approved refund will be paid using the original payment method and to the same account or card used for the purchase.

9. Contact us

If you would like to discuss a refund, repair, replacement or return, contact ProChef using the details below.