Effective Date: June 4, 2026
1. Overview
At Nisbets Australia, available at nisbetsaustralia.com, we take great pride in supplying high-quality commercial kitchen equipment and catering supplies. We understand that there may be times when you need to return a product.
This Refund and Returns Policy outlines our procedures to ensure a fair and transparent process under the Australian Consumer Law (ACL). By making a purchase on our Site, you agree to the terms outlined below.
2. Strict “No Refund-Only” Policy (Strictly No Refund Without Return)
To maintain commercial integrity and prevent fraud, Nisbets Australia strictly enforces a “No Refund-Only” policy.
- No Exceptions: We absolutely do not issue refunds, credits, or replacements for items that remain in the buyer’s possession.
- Physical Return Mandatory: To be eligible for any refund, store credit, or exchange, the physical product must be safely returned to our designated warehouse facility for inspection.
- Refusal of Request: Any request for a “refund-only” without returning the physical goods will be automatically denied.
3. Return Eligibility Window
We accept return requests under the following timelines:
- Change of Mind: You must notify us within 14 days of the delivery date.
- Damaged, Defective, or Incorrect Items: You must report the issue to us within 48 hours of receiving the package.
4. Conditions for Returns
To qualify for a successful return process, all items must meet the following criteria upon physical inspection at our facility:
- The item must be completely unused, clean, and in its original, resalable condition.
- The item must be enclosed in its original commercial packaging with all instruction manuals, accessories, and tags intact.
- Items that have been installed, assembled, or plugged into a power source cannot be accepted for a change-of-mind return.
- Custom-ordered equipment, modified items, or clearance products are strictly non-returnable.
5. The Return and Refund Process
To initiate your return and secure your refund, you must follow these step-by-step procedures:
- Submit a Request: Contact our customer service team via email at mossyth@nisbetsaustralia.com or call us at +61 (2)46045400. Provide your order number, invoice proof, and detailed clear photos of the item.
- Receive Return Authorization: If your request meets the preliminary criteria, we will issue a Return Merchandise Authorization (RMA) form along with our return shipping instructions. Do not ship items back without an RMA.
- Ship the Product Back: Securely pack the item and ship it directly to our headquarters:Nisbets Australia
15 Badgally Road, Campbelltown, NSW 2560, Australia - Inspection and Processing: Once the physical item arrives at our warehouse, our quality control team will inspect it within 5 to 7 business days to confirm its eligibility.
- Final Outcome: If approved, your refund will be processed directly to your original payment method. Please allow up to 10 business days for the funds to appear in your account, depending on your banking institution.
6. Shipping Costs and Restocking Fees
- Change of Mind: The buyer is fully responsible for arranging and paying for all return freight charges. Additionally, a 20% restocking fee will be deducted from your final refund amount to cover commercial processing costs.
- Faulty or Incorrect Items: If our inspection confirms that the item arrived damaged, defective, or incorrect due to our error, Nisbets Australia will cover all return shipping costs or arrange a courier pickup. A full refund or free replacement will be issued only after the item is collected and verified.
7. Australian Consumer Law (ACL)
Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
Please note that even under ACL provisions for major failures, the physical item must be returned to us or made available for recovery so we can verify the claim and process the remedy.
8. Contact Information
For any questions regarding your order returns, shipping labels, or the status of a physical inspection, please contact us through the following channels:
- Company Name: Nisbets Australia
- Website: nisbetsaustralia.com
- Contact Email: mossyth@nisbetsaustralia.com
- Physical Return Address: 15 Badgally Road, Campbelltown, NSW 2560, Australia
- Telephone Support: +61 (2)46045400