Dispute Resolution Policy

1. If you have a problem with your goods, in the first instance please contact the seller directly. We will otherwise assist you to contact the Seller if you contact us. 

2. If your goods still have a valid manufacturer warranty, we recommend you first contact the manufacturer in relation to any fault or defect, however, you may still contact the seller or Hospitality Sales for assistance. 

3. You are responsible for the return of your goods unless it is unreasonable for you to do so (such as large or bulky items) and in such circumstances the seller will arrange for them to be collected from you. Where the seller collects goods, you may still be required to assist with the returns process (such as packaging or boxing items), and the seller will work with you to ensure this is as smooth and efficient as possible. 

4. Once an item is returned, the seller will either inspect your goods and investigate any claimed defect or in some cases, send the goods to third parties for assessment and/or repair. Where applicable the seller will provide a remedy in relation to your goods. 

5. If the seller does not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), the seller will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive the goods seller has rejected on inspection, and the seller will provide you with instructions on how to make this payment. 

6. Refunds will be issued using the payment method used for purchase. If you have an account with us, store credits will be issued to the account used to purchase the goods. 

7. We aim to process refunds and replacements within 14 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer. 

8. In the case of goods and/or services redeemable through a third-party provider, the refusal of a refund or Store Credit does not prevent you from seeking a refund directly from the provider. 

9. All goods sold on hospitalitysales.com.au come with warranties. Warranty terms and conditions are different for each brand/product. We recommend that you check the warranty terms for the item(s) you are purchasing on the sale listing. 

10. Should your product fail or cease to operate during the warranty period, you are entitled to warranty repairs, or a replacement or refund if the item cannot be repaired. The extent of such claims to be determined by the seller or the respective manufacturer. 

11. Goods that you purchase from our site may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not given by hospitalitysales.com.au, and rights you may have in relation to those warranties are separate to any warranty rights given to you by hospitalitysales.com.au. 

12. If you are unable to resolve a complaint or dispute with a Seller in relation to your goods, you may submit your complaint to our dispute resolution team. 

13. We will investigate your dispute in line with our dispute resolution procedures. 

14. Abusive and aggressive language with our team members will not be tolerated under any circumstances. 

15. In the event a customer is abusive or aggressive in its communications with us, we reserve the right to terminate and delete customer account