Shipping & Return

Collect:

Customers can collect their orders from our warehouse. We have a forklift here to assist with loading. Our opening hours for collections are between 9:30 AM ~ 4:30 PM, Monday to Friday.

If you would like to collect your order, please check the actual package dimensions with us before arrival and ensure you have a proper vehicle to load and transport your goods. Our warehouse staff reserve the right to refuse any vehicle that is not suitable for transporting the goods. All refrigeration equipment must be uprightly transported.

All customers arranging their own collections (whether personally or their own courier) are required to check the order and packaging thoroughly before departure. All responsibility for the goods' condition will be transferred from CATERWORKS to the customer at this time.

Delivery:

We may dispatch goods directly from our suppliers’ warehouse in NSW, VIC, SA, QLD and WA, which depends on stock availability and your delivery address. All the deliveries for Customers are organised through our contracted courier companies across Australia. Please note that all large machinery, refrigeration and flat-packed items are delivered to the first door (front or rear) of ground-level locations only in the condition of flat access (no steps). It does not include any negotiating lifts or stairs/steps due to Occupational Health and Safety Regulations. The delivery person/driver may assist with delivering the Goods at his discretion to a location within the premises nominated by the Customer, at the Customer’s sole risk.

The delivery prices and ETA offered on our website are to be used as a guide only. CATERWORKS will not be responsible for any time delay. Delivery prices and times for your order will be discussed with the Customer after an order has been placed.

Some non-stocked products are shipped directly from our supplier in Sydney, Melbourne, Brisbane or Perth. For these items, after placing your order online, our staff will contact you to confirm freight and delivery times. Delivery costs will be charged separately after this is confirmed with you by our team.

Customers are responsible for ensuring that the products they ordered will fit through their doorways and into their premises. We cannot take any responsibility if it does not fit. Any carriage charges caused by an aborted delivery are the Customer’s responsibility.

Delivery does not include unpacking, positioning or assembling items. A supplementary delivery cost for large items may apply.

Customers are advised to notify CATERWORKS within 24 hours after receiving the goods if they are delivered in damaged or soiled packaging.

(i)The Customer will not or does not accept delivery when the Goods are ready for delivery or (ii) CATERWORKS or its agent cannot effect delivery because CATERWORKS or its agent considers at the time of delivery that delivery would be hazardous or would be contrary to their policies, industry practice or statutory requirements or (iii) because the Customer has not provided CATERWORKS with appropriate instructions, documents, licences or authorisations to properly, legally and safely effect delivery of the Goods, risk in the Goods passes to the Customer, the Goods will be deemed delivered, and CATERWORKS may store the Goods until actual delivery, in which case, the Customer will be liable to CATERWORKS for all related costs, such as re-delivery charges, storage and insurance.

Refund Policy

Goods delivered may be returned for a refund, exchange or replacement if they are damaged or faulty upon arrival, but the claim must be made in writing and within 5 days after delivery, and they must be returned unused, in a saleable condition and in their original packaging. Return will not be accepted without prior written authorization.

Goods that are damaged on delivery must be reported to CATERWORKS within 24 hours, and the original packaging must be kept. Large Goods such as fridges must be visually inspected by the Customer on delivery for damage, and an acceptance of delivery docket must be completed, noting no damage that resulted from delivery.

Goods that are parts missing, delivered defective by CATERWORKS may be replaced, repaired, refunded or exchanged at CATERWORKS' discretion, provided CATERWORKS is informed in writing within 5 days. Certain Goods may be disposed of in accordance with CATERWORKS' safety instructions for replacement, refund or exchange with CATERWORKS' prior approval.

The above clauses do not apply to any defect in the Goods caused by the fault, negligence or failure of the Customer to adhere to the manufacturer's instructions. Engineer call-outs and repairs carried out on non-warranty faults or defects may be subject to further charges. No Goods will be sold on a ‘sale or return’ basis without the prior written approval of CATERWORKS.

Please note that CATERWORKS does not offer refunds, credit or replacements if customers have changed their minds about the product, or made an incorrect choice, or failed to verify and accurately provide information when placing an Order. A minimum 20% restocking fee plus transport fee will apply to all goods returned against orders correctly executed. This includes goods ordered and partially paid for by customers, but still stored in CATERWORKS' warehouse or suppliers’ warehouse.

All pictures shown on the website are for illustration purposes. Actual products may vary due to product enhancement. It is the customer’s responsibility to verify all the details. CATERWORKS does not accept returns or refunds due to any variation between the actual products and the photos shown on the website.