Can I return my order?

Yes! Our sellers accept Returns if the item you've received is faulty/damaged beyond repairs, or has been supplied incorrectly. Please refer to seller’s Ts & Cs as each seller may have a different return policy. Please note that the return must be authorised by the seller before sending back the goods. If you need assistance, please contact our Customer Service team who would be happy to assist you.

You can directly get in contact with the seller regarding your return request. To proceed, please log in to MY ACCOUNT, and follow the prompts. For a faster resolution, you may need to submit a photo or video as proof of the issue. You can attach these files when submitting your request. Our Marketplace Sellers will contact you within 3 business days to guide you through the next steps.

Not sure which seller you purchased from?

Click into your orders and show order details. Next to your order number it will say Sold by "Marketplace Seller Name".

Did you check out as a guest?

If you have checked out as a guest, please note, that to receive up to date tracking information or request a return, you need to create an account at any time after your purchase. To create an account, click here: https://hospitalitysales.com.au/profiles-add/

If you need assistance our Returns and Warranty team are here to help!

Defective Goods

All products sold on Hospitality Sales are covered by manufacturer’s (or its dully appointed Australian Agents’) warranty. This means the manufacturer or its appointed agent:

1. Will arrange a service call under warranty to fix any warranty issues.
2. May arrange a replacement or refund if the issue cannot be fixed.
3. May offer you a replacement if the product is damaged beyond repairs.
4. May offer you a discount if the product is damaged but the damage is minor and you are happy to accept a partial monetary refund in form of a discount and accept to keep the product as it is.

Most items may be returned if they are UNUSED.

Before attempting to return any goods, please contact the seller directly and provide a valid reason for wanting to return the goods or asking for a refund. Please note that changing your mind after purchase is not a valid reason for requesting a Return or Refund. All products on Hospitality Sales Marketplace are sold through our sellers. Each seller has their own return and refund policy. Please check the terms of their returns and refund policy directly with the seller and chose the products carefully before making a purchase.

To return a product, it must satisfy the following conditions:

1. Request a return within 7 days of receiving your order.
2. Provide a valid reason for the return/refund and substantiate your claim with photos/video.
3. The item must be in new, unused, and unopened condition with all original packaging, accessories, and literature (user manual, warranty card, etc) intact.
4. It should be in a resalable condition without any damage.
5. Items in sealed packages or boxes with broken seals cannot be returned.

You are responsible for the cost and risk of returning the item, including return shipping costs. If the seller doesn't receive the item, you won't be eligible for a credit or exchange. It's recommended to insure high-value items you return.

The seller may provide you with an exchange, refund, or store credit at their discretion when they receive the returned product, and it meets these conditions. If the returned item doesn't meet these conditions, you'll be responsible for the cost of having it returned to your address.

Please note that change of mind returns is not accepted for most items due to hygiene reasons, but remedies for defective goods are still available. Change of mind returns for digital products, professional services or gift certificates cannot be accepted under any circumstances.

How do I return my order?

If you have a problem with your goods, please lodge a return request via MY ACCOUNT. The seller will investigate the issues and advise you whether your product may be returned and, where required, provide you with instructions on how to return your goods.

Did you check out as a guest?

If you have checked out as a guest, please note, that to receive up to date tracking information or request a return, you need to create an account. You can do this at any time after your purchase at Hospitality Sales. To create an account, click here: https://hospitalitysales.com.au/profiles-add/

How are refunds processed?

A refund will be issued back to the same way you paid for the order.

What happens if I get a refund and my credit card is closed or cancelled?

Refunds can take up to 3-5 business days, however, depending on your payment method and your financial institution it can take up to 10 business days for funds to appear in your account. If your refund was processed on the same day as your purchase was made, the transaction will reverse off your statement instead of a separate credit line appearing.

How long does it take to receive a refund?

If your refund is transferred to a cancelled or closed credit card, your funds should be automatically diverted to the account connected to the cancelled card by your bank. You never lose access to the funds if they are transferred to an inactive credit card, you may need to contact your bank and have them transfer them to your current account.

I paid with a gift card, how will I be refunded?

Once a gift card has been redeemed, we are unable to load the funds back to the card used. Your gift card will be refunded via Store Credit and will be available to use on your account for your next order upon checkout.

How long does the return process take?

Parcels being returned may require 5 to 7 business days for our seller to receive them at their warehouse. This could potentially lead to delays in the processing of your return. We apologise for any inconvenience this may cause, but please rest assured that your return will be processed promptly as soon as it’s received!

Have you already applied to return an item and want an update?

If you have requested a return through your account, expect to hear from our Returns and Warranty Team regarding your Return Merchandise Authorisation (RMA) within 3 business days. Keep an eye on your email for their updates.

Has your RMA been approved, and you have already returned your item/s?

Once your RMA is approved, and your item arrives at seller’s warehouse, it will be inspected. They'll inform you of the results. Please allow 2-3 business days for the inspection after your return parcel is received. Please note that any items returned without an RMA number will not be accepted.

What warranty do you offer?

All products on our marketplace are sold through third-party sellers who are independent of Hospitality Sales. If you buy a product from one of these Marketplace Sellers, you're purchasing directly from them, not Hospitality Sales. These sellers have their own warranty policies, which they may describe in the product listings or on their seller profile page. If you need to reach out to us regarding your product warranty, please submit a request.