Customer care
Return Policy
How to return or exchange a damaged, faulty or incorrect product bought from ProChef Hospitality.
Last updated: 5 September 2026
On this page
- 1. About this policy
- 2. Your Australian Consumer Law rights
- 3. Reporting a damaged, faulty or incorrect product
- 4. Change of mind and products that are not defective
- 5. Exchanges for approved products
- 6. Condition of approved products
- 7. Returning an approved product
- 8. Restocking fee
- 9. Refunds and timing
- 10. How to request a return
- 11. Contact us
At a glance — summary
- Your rights under Australian Consumer Law always apply, and nothing here reduces them.
- Tell us about a damaged, faulty or incorrect product within 5 days of delivery where possible.
- We do not accept returns or exchanges for change of mind or for products that are not defective.
- Approved damaged, faulty or incorrect products can be exchanged.
- Approved returns come back by mail or freight, or we arrange collection. Eligible mail returns get a free return label.
- Approved refunds go back to your original payment method within 15 days of assessment.
This overview is a guide only. Please read the full policy below. Nothing in this policy excludes or limits rights that cannot lawfully be excluded under Australian Consumer Law.
1. About this policy
This Return Policy explains how ProChef Hospitality handles returns and exchanges for products bought online or in store. It sits alongside our Refund Policy and Shipping Policy.
Please keep your proof of purchase. We need it to identify your order and assess a return.
2. Your Australian Consumer Law rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem fixed within a reasonable time, and if that is not done, to a refund or replacement.
Nothing in this policy limits your statutory rights. Any timeframe, condition or fee described below applies only to returns we accept at our discretion. It never applies to, and never reduces, a remedy you are entitled to under the Australian Consumer Law.
3. Reporting a damaged, faulty or incorrect product
If a product arrives damaged, is faulty, or is not what you ordered, please tell us within 5 days of delivery where possible. Contacting us quickly helps us assess the problem, arrange a remedy sooner, and support any claim with the carrier or manufacturer.
Where you can, please keep the product and its packaging in the condition in which it arrived, and send us photographs of the damage or fault along with your order number.
The 5-day period is a request, not a cut-off. It does not restrict your rights under the Australian Consumer Law. If you report a problem after 5 days you may still be entitled to a repair, replacement or refund, and we will still assess your claim.
4. Change of mind and products that are not defective
We do not offer returns or exchanges for change of mind. That includes cases where you have decided you no longer want the product, ordered the wrong item, found it cheaper elsewhere, or no longer need it.
We also do not offer returns or exchanges for products that are not damaged, faulty or incorrectly supplied. Please check dimensions, power requirements, capacity and specifications before ordering, and contact us if you would like help choosing the right equipment.
5. Exchanges for approved products
Where we approve a return for a damaged, faulty or incorrect product, you may exchange it. Depending on availability we can exchange it for the same product, or for a different product of equal value with any difference in price refunded or payable.
Exchanges are available only for approved damaged, faulty or incorrect products. They are not available for change of mind or for products that are not defective.
6. Condition of approved products
A product we approve for return or exchange may be new and unopened, opened, or slightly used. We accept that a product may have been opened or used to the extent reasonably necessary to inspect it, install it, or discover the fault.
We may decline a return where the product has been damaged after delivery by misuse, incorrect installation, alteration, or use beyond what was reasonably necessary to identify the problem.
7. Returning an approved product
Once a return is approved we will tell you how to send the product back. Depending on its size, weight and location, an approved return is handled either:
- by mail or freight — you send the product back using the method we provide; or
- by collection — we arrange for the product to be collected from you, which is usually how large or heavy commercial equipment is returned.
Free return label. For eligible approved returns sent back by mail, we provide a free return shipping label. Please do not send a product back before your return has been approved and you have received return instructions from us.
8. Restocking fee
From time to time we may agree, at our discretion, to accept a return that we are not required to accept — for example a return outside the situations described in this policy. In those cases a restocking fee of up to 15% of the product price may apply, and we will tell you before you return the product.
The restocking fee never applies to a statutory remedy. If you are entitled to a repair, replacement or refund under the Australian Consumer Law, no restocking fee is charged and no deduction is made from your refund.
9. Refunds and timing
Where a refund is approved, we process it to your original payment method within 15 days of completing our assessment of the returned product. Your bank or card provider may take a few additional days to show the funds in your account.
If the original payment method is no longer available, we will contact you to arrange an alternative.
10. How to request a return
To request a return or exchange:
- Contact us by phone or email, or through our contact page.
- Have your order number and proof of purchase ready.
- Describe the problem and, where you can, attach photographs of the damage or fault.
- Wait for our return approval and instructions before sending anything back.
We will confirm whether the return is approved, how the product should be returned, and what remedy applies.
11. Contact us
Our team is here to help with any question about a return, exchange or refund. Please have your order number ready so we can find your purchase quickly.
Need help?
If you have a question about a return, exchange or refund, our team can help. Please have your order number ready.