How do I return my Marketplace order?

You can directly get in contact with the seller regarding your return request. To proceed, please log in to your account, then click on "Contact Seller".

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.

How will I receive my refund from Marketplace purchases?

Once a refund has been processed for your Marketplace order, the funds will be returned to you via the payment method used at the time of purchase. Refunds for orders that were purchased using a gift card or voucher will be deposited into your Hospitality Sales account as store credit.

Change of Mind Returns

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.

Faulty, Damaged or Not as Described Returns

Before a refund or replacement can be issued, many third-party sellers ask that you return an item for inspection. This process is line with Australian Law.

Depending on the nature of your query, the seller may provide you with a tracked returns label. Large and/or bulky items will need to be re-boxed and/or packed.

For items that are claimed to be faulty, damaged, or not as described, you may be able to recover the costs of your return freight back to the seller. Here's how:

• Once the seller receives the item, they will assess its condition and provide a resolution based on the inspection.
• Should the item be deemed as faulty/damaged/incorrect you will be reimbursed for the return's fees.
• Make sure you keep your postage receipts so that the seller can reimburse you.

Please note: If the item is assessed by the seller and not deemed faulty, or the fault was a result of misuse, the seller may return it to you at your own expense and you may not be reimbursed for the returns fees incurred

We recommend using a delivery service that includes tracking in case there is an issue with delivery. Remember to take note of the tracking number as this is proof that you’ve returned the item to the correct address.

What is a Marketplace dispute?

We have a dedicated team of Dispute Resolution Specialists who are here to help you resolve Marketplace order issues. Our dispute process helps protect you when you purchase items sold and delivered by our Marketplace Sellers. If you’ve purchased a Marketplace item and the issue cannot be resolved between you and the seller, you can dispute the transaction with us by filing a claim directly with us. We will then be able to assist you in finding a resolution.

Please note a dispute can only be lodged if the seller has been contacted initially to help resolve the issue.

To report an issue with a Marketplace seller, you can submit a support ticket. Once you have lodged your request, please allow up to 2 business days for us to process your request and get back to you with an acknowledgement of your dispute claim.

When should I report a dispute issue?

• The seller has not yet provided a resolution for your faulty/damaged product
• You received an incorrect item, and the seller has not yet resolved this issue
• Your order was not delivered within a reasonable timeframe
• The seller has not responded to your inquiry within a reasonable timeframe
• You and the seller have not reached an agreement about a product received that did not meet expectations or was different from the seller’s description
• The product was purchased through an unauthorised transaction

What evidence or documents do I provide when I raise a dispute?

Once you have reported an issue with a Marketplace seller, we will first need to look at the evidence included in your correspondence with them. The more information you can provide to support your case, the better we can help you resolve the issue.

This includes:

Photos or videos of the product in case of damage or not being as described

Delivery acknowledgement receipt

Correspondence between you and the seller outside your account

Your preferred remedy of repair, replacement, or refund

What is the dispute resolution process?

Step 1: Dispute notification

Both you and the seller will be notified via email that a dispute has been raised. This will outline the reason for the dispute and your preferred outcome. Please allow some time for the seller to respond. Unless the circumstances require it, we cannot guarantee immediate action on their behalf.

Step 2: Fact-finding

Our Dispute Resolution Specialists will review all communications history between you and the seller. We will liaise with both parties to gather more information and attempt to reach a suitable remedy. The more information you can provide, the easier it will be to provide a resolution.

As sellers are expected to assist with the claims, they may choose to reach out to you directly via the messaging portal through your account for assistance. Our Dispute Resolution Specialists may continue to mediate and assist the two parties until a resolution is reached.

Step 3: Determination

Once all facts are received by both parties, the Dispute Resolution Specialists will review the dispute and determine a resolution. They will provide a resolution that is fair and reasonable given the circumstances.

The resolution will be communicated to both parties in writing and the result will be enforced. Typically, this may be a refund, goodwill store credit or item replacement.

Step 4: Resolution

Dispute Resolution Specialists will resolve the case in either party’s favour based on the evidence that has been provided, in line with our terms, agreements and policies. Once a case is resolved, the determination is final. If either party is unhappy with the resolution, you may contact Consumer Affairs in your State or Territory.

What is the timeframe for a dispute to be resolved?

Depending on the dispute type, outcomes are typically finalised between 1-10 business days. More complex cases may take up to 20 business days to resolve. During this time, we will endeavour to keep you and the seller up to date with the progress of the claim.

Sell on Hospitality Sales

• Hospitality Sales Marketplace is a curated E-commerce platform owned and operated by hospitalitysales.com.au that allows selected third-party sellers to the hospitality industry to sell their products or professional services.
• Hospitality Sales will serve as an additional sales channel for sellers to the hospitality industry with our huge customer base covering most hospitality businesses across every state and territory.
• Our dynamic website engages shoppers with daily new events and exciting deals to make their shopping experience worthwhile. Leveraging this, sellers can grow their business by selling products on a platform where millions of customers shop for their business supplies.
• As a curated marketplace, our approved sellers also receive the benefit of hands-on account management, seller support and tailor-made promotional opportunities.

Our Application Process

Hospitality Sales Marketplace is a curated platform, all new sellers undergo a screening process and are approved only if they meet the eligibility criteria and our values.

We are always looking to partner with sellers who can offer an exciting range of products that are safe, durable and provide value for money to our customers. If you would like your product to appear on Australia's number one online shopping website, then we would love to hear from you. We are constantly on the hunt for new suppliers.

Get started: Sell on Hospitality Sales

What do I do if I have an Intellectual Property Complaint?

If you believe there may be a possible intellectual property infringement on the our Marketplace, you can complete the Intellectual Property complaint form. A Marketplace Specialist will review your claim and contact you. Please note that this form should be completed by the Rights Holder or an Authorised Representative of the Rights Holder.

Contact a Marketplace Seller

How do I contact a Marketplace seller?

If you have an issue or enquiry relating to an order purchased from one of our Marketplace sellers, please follow these steps to contact the seller directly:

Sign-in to your Account:

• Click on My Orders
• Click on Show Order Details
• Click on Contact Seller, then select either General Enquiry or Request Return

If you have question about a Marketplace product before purchasing, you can contact a seller prior to purchase by submitting a request through Ask a Question link on the product page. Marketplace sellers will endeavour to respond to you within 2-3 business days. They may ask you to provide further information.

What happens once I contacted the seller?

Marketplace Sellers should get back to you within 48 hours to offer a resolution. They may ask you to provide further information. For an item that hasn't arrived, the seller should provide an update on the delivery of the item. They should offer a replacement or refund if something is lost.

If you have received something that wasn't as described, the seller will often ask you to return it and then send a refund or a replacement. If a part was missing or requires repair, the seller may offer to send the missing part or offer a partial refund.

Contacting a Marketplace seller before your purchase

If you want to contact a seller prior to purchasing, you can do so through our agents. Please get in touch with us.

We are Hospitality Industry’s favourite place to shop online. Our site was born out of necessity:

For hospitality businesses to find every supply they need to run their business without having to spend countless hours to find the right product, seek the best price or the right service. For suppliers to the hospitality industry to promote their products and services directly to the industry and get additional sales volume they might otherwise miss out on, get better brand visibility, and build a loyal customer base.

A marketplace is an online platform where multiple sellers and businesses come together to offer a wide variety of products or services to customers like you. It's like a virtual shopping mall where you can find a vast selection of items from different sellers, all in one place.

When you shop on our marketplace, you have the advantage of exploring numerous products, comparing prices, and reading reviews from other customers, making it easier for you to find what you need and make informed decisions.

Each seller is responsible for their own products, pricing, and customer service. Our Marketplace is carefully curated by a team of local specialists to bring you only the best products at amazing low prices. Each Marketplace listing will contain the seller’s details, including important information regarding delivery timetables, returns and more. When you purchase a Marketplace product, you are buying directly from the seller, not from Hospitality Sales. The seller is responsible for pricing, listing content, product quality, shipping costs and delivery.

With a vast number of products and services on offer, Hospitality Sales customers are truly spoiled for choice when it comes to range and quality. Marketplace sellers are carefully selected to ensure they meet the highest standards, with profiles, ratings, and reviews to help you on your shopping journey.

How do I know who I am purchasing from?

It’s quite easy! The Vendor is listed on the top right-hand corner of the product page. Additionally, most of our sellers have a dedicated virtual page where you can find more information about who they are and what they offer.

What evidence or documents do I submit to the seller?

The more information you can provide to support your case, the better. This may include:

• Photos or videos of the product in case of damage or not being as described
• Delivery acknowledgement receipt
• Correspondence between you and the seller outside your account

You will need to provide as much information as possible, as well as your preferred solution, to ensure that your request is processed as soon as possible. If the seller is unable to provide you with a satisfactory resolution, please submit a Support Ticket with us.

How are Marketplace shipping costs calculated?

Products on Hospitality Sales are sold by different sellers and shipped from various locations. Your shopping cart will show you a breakdown of delivery costs, which will vary depending on:

• The delivery address (state, suburb, postcode)
• The physical dimensions of the packaged item
• The weight of the packaged item
• The location of the warehouse where the item is dispatched from
• You may have multiple shipping charges depending on how many items you purchased, from how many suppliers and from what locations they are being shipped

How do I obtain an invoice for my Marketplace order?

If you have purchased a Marketplace item, you can contact the seller directly from your account and request that an invoice be sent to you.

• Sign-in to your Account
• Click on My Orders
• Click on Show Order Details
• Click on Contact Seller, then select General Enquiry > Request an Invoice

Marketplace sellers will endeavour to respond to you within 2-3 business days. If you don’t hear from the seller within this timeframe, please raise a Support Ticket.

I haven't received an item from a Marketplace Seller

If the estimated delivery time has already passed, login to your account to contact the seller. Find the item in your “My Orders” and select, “Contact Seller”. From there you can raise an incident with the third-party seller about the status of your delivery.

The Marketplace seller will normally respond to you within 48 hours of the incident being raised. If you do not get a response within this time frame, you may raise a Support Ticket for further assistance.