Shipping policy

At Commercial Kitchen Store, we strive to provide efficient and reliable delivery services to ensure your commercial kitchen equipment reaches you promptly and safely.

Processing Time

Orders placed before 5:00 PM Sydney Time (AEST/AEDT) will begin processing on the next business day.

• Processing Time: 1–2 business days.

• Orders placed after 5:00 PM Sydney Time will begin processing on the following business day.

Please note that processing times may be extended during peak seasons, holidays, or promotional events.

For urgent orders or inquiries, feel free to contact our customer support team.

Shipping Rates

Shipping rates are calculated based on the weight and dimensions of your order, as well as your location. You can view the shipping cost for your order during the checkout process before making a payment.

Delivery Areas

We offer shipping services across Australia. For international orders, please contact us directly to discuss shipping options and rates.

Delivery Times

Delivery times vary depending on your location:

• Metro Areas: 2-5 business days

• Regional Areas: 5-10 business days

Please note that these times are estimates and may be subject to change due to unforeseen circumstances or external factors beyond our control.

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Delivery Process

Our delivery partners will make every effort to deliver your order to your specified address. If you are unavailable at the time of delivery, a notification will be left with instructions for redelivery or collection.

1. Warranty Overview

Most products purchased from Commercial Kitchen Store are covered by a manufacturer’s warranty. The warranty terms vary by product and manufacturer. Please refer to the product documentation or contact us for specific warranty details.

• Standard Warranty: Typically covers parts and labour for defects in materials and workmanship under normal use.

• Extended Warranty: Optional extended warranties may be available for purchase on select products to extend coverage beyond the standard warranty period.

Note: Warranty coverage begins from the date of purchase as indicated on your receipt or invoice.

2. Warranty Service Coverage

Under the manufacturer’s warranty, the following services are typically covered:

• Repairs: Defects in materials and workmanship will be repaired or replaced at the manufacturer’s discretion.

• Replacement: In the case that a repair is not feasible, the defective product may be replaced with the same or an equivalent model.

Exclusions: The warranty does not cover damage caused by misuse, abuse, unauthorized repairs, or modifications. Normal wear and tear, cosmetic damage, and consumable parts (e.g., filters, and belts) are also excluded.

3. How to Make a Warranty Service Request

If your product requires service under warranty, follow these steps to initiate a service request:

1. Contact Us: Get in touch with our Customer Service team to report the issue and receive a Warranty Service Request (WSR) number.

2. Provide Details: Be prepared to provide the following information:

   • Your contact details

   • The product model and serial number

   • A detailed description of the issue

   • A copy of your purchase receipt or proof of purchase

3. Assessment: Our team will assess your request and, if necessary, coordinate with the manufacturer to arrange service or a replacement.

4. Service Appointment: If an on-site repair is required, we will schedule a service appointment with an authorised technician at your convenience.

4. Shipping Instructions for Warranty Returns

If your product needs to be shipped back for service or replacement, follow these instructions:

1. Pack the Item: Ensure the product is securely packed in its original packaging or equivalent. Include all accessories and documentation.

2. Shipping Label: We will provide a prepaid shipping label for eligible warranty returns. Attach the label to the package and ensure the WSR number is visible.

3. Send the Package: Drop off the package at the designated shipping carrier location or arrange for a pickup.

Note: For non-warranty returns, customers are responsible for shipping costs.

5. Out-of-Warranty Service

If your product is out of warranty or the issue is not covered by the warranty, we still offer repair services. Please contact us to discuss the service options and associated costs.

6. Manufacturer Contact Information

Some products may be serviced directly by the manufacturer. Below is the contact information for key manufacturers we work with:

• Simco: 

  • Brands: Atosa, Cookrite, MixRite, Jasper, Simcohood

  • Phone: 1300 883 888

• Federal Hospitality Equipment:

  • Brands: Axwood, BakerMax, Benchstar, Bezzera, Blizzard, Bonvue, Complete, Convectmax, Dito Sama, Electmax, FED, Fagor, Frymax, Gasmax, Grand, Italia Cool, Kingo, Matador, Modular Systems, Primax, Prismafood, Prometek, Thermaster, Tyrone, Vacpac, Yasaki, Werzalit, FED-X, Tecnodom, Pudu, Kreme Dispense, Barista Progear, Fagor

  • Phone: 1300 887 055

     

• Hoshizaki

  • Brands: Hoshizaki Ice Makers, Hoshizaki Refrigeration

  • Phone: 02 9741 9700

• ICE (International Catering Equipment)

  • Brands: Adler, Anvil, Best Whip, Butcherquip, Ceado, Everlasting, Glacian, Hamilton Beach, Inomak, Kisag, Mecnosud, Musso, Nemco, Orved, Saltas, Sayl, Skymsen, Status, Technocrio, Tre Spade, Vitras

  • Phone: 02 8372 0800

• Bromic Refrigeration

  • Brands: Bromic, Jordao, Matrix, Simeg, Zanotti

  • Phone: 1300 276 642

• F.S.M.

  • Brands: Acqua Line, Asahi, Atlas, Bonn, Carlisle, Dinex, Duke, Dynamic, Edlund, Emainox, FSM, GBG, General, Hatco, IMC, Jack Stack, Jet Spray, Jet Stream, Ovention, Perlick, Prince Castle, Rotor, Rowlett Rutland, San Jamar, Vito, Yellow Induction, Yellow Mixers, Yellow Table, Yellow Tapware

  • Phone: 03 8645 2555

  Moffat

  • Brands: Waldorf, Waldorf Bold, Blue Seal, Cobra, Fastfri, Turbofan, Convotherm, Blue Seal Sapiens, Merry Chef, Washtech, Friginox, Rieber, Crown, Metos, Varimixer, Paramount, Rotel, Craftsman, Daub, Moffat, Pani Clima, Rondo, Tagliavini, Sottoriva, Rapidmsc, OEM, Artezen, Ciberpan, Flamic, Mimac, Spiroforce, Thermogel, Scotsman, Wexiodisk, Rendisk, Stm, Aladdin Temp-Rite, Burlodge, SDX Thermobox, Poliware, Rancilio

  • Phone: 1300 264 217

• Roband

  • Brands: Roband, AustHeat, Robatherm, Vitamix, NOAW, Forje, Robinox, Robalec, Dipo, Hallde, Autofry

  • Phone: 1800 268 848

• Robot Coupe

  • Brands: Robot Coupe

  • Phone: 02 9478 0300

• Skope

  • Brands: Skope, ITV, Irinox

  • Phone: 1800 121 535

• Stoddart

  • Brands: Adande, Airex, American Range, Anets, Asado, CookTek, Culinaire, Giorik, Halton, Metro, Simply Stainless, Stoddart Plumbing, Synergy, Woodson

  • Phone: 1300 307 289

• Williams

  • Brands: Williams

  • Phone: 03 8787 4747

For other brands, please refer to the product manual or contact us for assistance.

Refund policy

Refund and Return Policy

Thank you for choosing Commercial Kitchen Store. At Commercial Kitchen Store, we take pride in our meticulous attention to detail and commitment to craftsmanship. We take pride in providing high-quality products and services to our valued customers. If, for any reason, you are not satisfied with your purchase, we offer a straightforward refund and return policy to ensure your peace of mind.

30-Day Return Policy:

We gladly accept returns within 90 days of the purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please include the original order confirmation or packing slip when returning an item.

How to Initiate a Return:

Contact Us: Before returning any items, please contact our return team to initiate the return process.

Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.

Package the Item: Pack the item securely in its original packaging, including any accessories if you have provided.

Include RA Number: Clearly write the provided RA number on the outside of the package.

Return Shipping: Customers are responsible for the costs of return shipping unless the return is due to a defect or error on our part. We recommend using a trackable shipping method for returns.

Refund Process:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Non-Refundable Items:

• Opened or used products

• Gift

Damaged or defective items:

If you receive a damaged or defective item, please contact us immediately at with details and photos of the issue. We will work to resolve the problem promptly.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.