Returns Policy

Damaged, faulty or incorrect goods

To make a claim, email info@hospitalitysuperstore.com.au with:

• your invoice or order number
• photos of the item and packaging
• a short description of the problem

Please keep everything in its original packaging, as we may need it returned. A team member will assess your claim and let you know the outcome. Where goods were damaged in transit or we sent the wrong item, we'll arrange a replacement, credit or refund.

Faulty goods are covered by the Australian Consumer Law and by the manufacturer's warranty. See our Warranty and equipment support page.

Returns

Faulty products

Under the Australian Consumer Law, you are entitled to a refund, repair, replacement or compensation for any drop in value if there is a major failure in a product. A product has a major failure if it is faulty or unsafe, significantly different from its sample or description, or substantially unfit for the purpose it was sold for (or a purpose you told us about at the time of sale).

Change of mind

We're happy to consider change-of-mind returns on stocked lines. Acceptance is at our discretion, and we'll let you know our decision. To be considered:

• Returns must be arranged with us first and approved by a staff member within 14 days of delivery.
• Goods must be unused, in their original packaging and in the condition you received them, with any warranty cards and manuals.
• Goods are returned to our distribution centre at your cost.
• A 30% restocking fee applies, plus return freight if applicable.
• Special order items, including any product code ending in #, can't be returned for change of mind.

Accepted change-of-mind returns receive a credit note once our distribution centre has received and checked the goods. We don't offer refunds for change of mind. Returns that don't meet these conditions won't be accepted.