Refund policy

Catering Parts HQ is committed to supplying quality genuine OEM parts. We understand that ordering the wrong part happens, and we want to make the returns process as straightforward as possible.

Change of Mind Returns

We do not accept change of mind returns as a general policy. We strongly recommend verifying the correct part number against your equipment's serial number and service manual before ordering. Our team are qualified technicians and are happy to assist with part identification before you purchase — please contact us if you are unsure.

In exceptional circumstances, change of mind return requests may be considered at our sole discretion within 7 days of delivery, provided the part is in its original, unused and unopened condition, in original packaging, and accompanied by proof of purchase. Any approved change of mind return will incur a restocking fee of 20% of the purchase price. Return shipping is at the customer's cost. Refunds will not be issued until the item is received and inspected.

Faulty or Damaged Parts

If you receive a part that is faulty, damaged or not as described, please contact us within 7 days of delivery with your order number, a description of the fault or damage, and photos of the item and packaging where possible. We will assess the claim and offer a replacement, exchange or full refund at no cost to you including return shipping where applicable.

Parts That Cannot Be Returned

Electrical components that have been installed or powered on, parts that have been modified or damaged after delivery, and custom ordered or specially sourced parts (unless faulty) cannot be returned.

How to Initiate a Return

Australian Consumer Law

Our returns policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any guarantees, warranties, or rights you are entitled to under applicable law.