Omni Chef Solutions Pty ( Ltd ) – Refund & Return Policy

At Omni Chef Solutions Pty ( Ltd ), we stand behind the quality, durability, and performance of our commercial and industrial catering equipment. Because we primarily serve business-to-business (B2B) clients and deal with heavy-duty machinery, our return and refund policy is structured to manage the unique logistics and high values associated with industrial kitchen assets.

Please read the following guidelines carefully before finalizing your purchase.

1. Return Eligibility Window

Standard Equipment: Requests for returns on standard, unused, and stocked equipment must be submitted within [14 to 30] days of the delivery date.

• • Prior Authorization Required: No returns will be accepted without a written Return Merchandise Authorization (RMA) number issued by Omni Chef Solutions. Unauthorized returns will be refused at our loading dock and returned to the sender at their expense.

2. Condition of Returned Items

To qualify for a refund or exchange, returned equipment must be:

Completely unused, uninstalled, and never connected to gas, water, or electrical utilities.
In its original, unaltered factory packaging (crates, pallets, shrink-wrap) with all original manuals, accessories, and warranty registration cards included.

• • Free of any cosmetic blemishes, scratches, or signs of handling.

3. Non-Returnable & Custom Items

Certain items are vital to specific kitchen workflows and cannot be returned under any circumstances due to their specialized nature:

Bespoke & Custom Fabrication: Any custom stainless-steel tabling, counters, extraction hoods, or machinery modified to client specifications.
Special Order Items: Equipment ordered specifically from an overseas or third-party manufacturer on your behalf that is not part of our standard stock.

• • Wear-and-Teer Parts: Electrical components, gaskets, heating elements, and replacement spare parts.

4. Restocking Fees & Return Shipping

Commercial freight involves substantial administrative and logistical handling.

Restocking Fee: All eligible, authorized returns are subject to a [15% to 25%] restocking fee to cover inspection, testing, and repackaging costs. This fee will be deducted from your final refund amount.

• • Return Freight: The buyer is entirely responsible for arranging and paying for return freight shipping. We strongly recommend utilizing a carrier that offers freight tracking and full cargo insurance, as Omni Chef Solutions Pty ( Ltd ), is not liable for equipment damaged or lost during return transit.

5. Defective, Damaged, or Incorrect Shipments

If an item arrives damaged in transit or possesses a verified manufacturing defect:

Transit Damage: As outlined in our Shipping Policy, structural transit damage must be noted on the carrier’s Bill of Lading (BOL) at the time of delivery and reported to us within [48 hours].

• • Defects: If a machine fails to operate upon professional installation by a certified technician, it will be covered under the manufacturer's warranty. Omni Chef Solutions Pty ( Ltd ), will expedite a factory-authorized service technician to repair the unit on-site or arrange a replacement if deemed unrepairable by the manufacturer.

6. Refund Processing

Once the returned equipment arrives at our warehouse, our technical team will inspect it within [5–7] business days to verify its eligible condition.
Upon approval, your refund (minus the applicable restocking fee) will be processed back to the original method of payment (e.g., corporate bank wire, company credit card).
Please note that banking institutions may take an additional [3–5] business days to reflect the credit on your statement.

Need to Request a Return?

To initiate an RMA request, please contact your dedicated account manager or our corporate support desk:

Email: [Returns/Support Email Address]
Phone: [Customer Support Phone Number]

• • Please have your Invoice Number and Equipment Serial Number ready.