ENQUIRY & TROUBLESHOOTING
A Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item or arrange an on-site service call. To assist the team in resolving your issue as quickly as possible, please include photos and/or video of the issue when you contact us.
Your item will be assessed by a support team or sent to the brand or Vendor’s in-house service department. Please allow up to 10 business days once the service centre has received the item.
REPAIR OR REPLACEMENT
A Vendor may be able to repair your product where possible and may need to order parts from Australian or international warehouses that are required to complete this. Depending on the nature of the fault, you may be entitled to a repair, refund or replacement. For more information please refer to the Terms of Supply.
If it’s absolutely necessary to return your item, smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or the Vendor’s repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large appliances like fridges, freezers and ovens may be assessed on-site. If your item is diagnosed as faulty, the Vendor will cover the costs of sending this to the nominated repair centre, however if you are returning a product because you changed your mind, you will need to cover the cost of sending the product back to the Vendor.
If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of the Vendor/HorecaMarket.Global Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavour to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location. Manufacturer’s Warranty In most instances, where you experience an issue with a product that comes with a (brand’s) manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution. If you would prefer the Vendor to assist you, and choose not to go to the manufacturer, then their team will of course be happy to assist you.
If you have purchased a product through the Marketplace, you can contact us through the marketplace directly. Which ever method you prefer, our processing times will be the same however communication will be faster if contacted directly as there is no delay in sending and receiving messages. In the event that you are unhappy with the remedy offered by our support team, or you believe the remedy is not in accordance with the ACL, please request the support team member to escalate your claim and a more senior representative and we will be more than happy to assist you.
If a product doesn’t fit and needs to be exchanged, please contact our support team via the Contact Us form LINK: Here To be eligible for a size exchange, you must make the request within 7 days of receiving the goods and you must return the product within 10 days of the request. Our support team will contact the relevant brand manager and begin the returns process. If you need to upgrade an item to a larger size, such as a mixer or freezer, our support team may be able to have restocking fees waived if the item is still in its original (undamaged) packaging, has not been used and if you plan on purchasing the new item from the same brand as the original. In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be emailed directly to our support team. Please do not return the product until the customer service team has provided you with the relevant return details.
CHANGE OF MIND RETURNS
We understand that you will not always be able to test and handle products prior to purchase. However we cannot accept a Change of Mind as a reasonable reason to return a product. Whilst we offer this policy, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing and request additional details if anything is unclear.
Our business model is one of high volumes and slim margins to keep your prices down. For these reasons, our suppliers charge 25% (minimum) restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another. We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however if your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase. If items have been used or are not returned in all original packaging, a return may not be accepted. It’s important for your item to be unused and in original packaging to be eligible for return. This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again. We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time. If you would like to return an item, please email our support team directly LINK: Here and we will gladly assist you. Please note that manufacturers which have additional criteria and very strict returns policies. When returning a product for a size exchange or change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the Vendor service team. We do not accept any liability for any loss or damage which may occur in transit and we strongly suggest you include insurance with your shipping. Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold on our site, by the Vendor from whom you purchased or refunded for the same value.