Refunds & Returns

 

Your rights under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

When to return a product?

We offer you a replacement, credit or refund (subject to a manufacturers assessment) where products have a major failure, such as:

  • When they are faulty

  • Wrongly described

  • Different from a sample shown to you; or

  • Do not do what they are supposed to do

Where to return a product: Contact us first. Some products, particularly those where warranties are registered with the manufacturer or distributor, may require you to take them direct to a nominated repair or warranty agent. Other products should be returned to our store.

What information is needed to complete your return?

  • Show your receipt or other proof of purchase (bank statement).

  • Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).

  • Provide us with any extra information we may need to process your return.

With a receipt.

  • For an exchange, credit, refund or repair we ask for your name, telephone number and signature in addition to your receipt.

  • All purchases made on a debit/credit card will be credited back to the original card used, so please have your card with you.

Without a receipt.

  • If you don’t have a receipt, we ask for your photo identification showing your name, address and signature.

  • You can help us determine proof of purchase by providing a bank statement or similar.

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.

Our staff can assist you with further information about the warranty period for the product you return.

Expenses: Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.

Assessing your return.

  • Assessment of your product: We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate.

Liaise with the manufacturer. 

The manufacturer, or their agents, are the final arbiter on warranty claims.

For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed by the manufacturer as having a major failure and the manufacturer authorises us to do so.

Returning online purchases.

In Person: Return online purchases to our store.

By post or courier: Liaise with our Sales Staff on the below contacts:

Ph: 3844 4413 between 8:00am and 5:30pm AEST (Brisbane) Monday to Friday. Or

Email: info@execchef.com

Exclusions.

In some cases a refund, replacement, or repair may not be offered if you:

  • Substantially modify the product; or

  • Misuse the product contrary to user instructions or packaging labels; or

  • Fail to maintain the product adequately; or
  • Simply change your mind.