Butler Equipment – Terms and Conditions
Table of Contents
Special Orders / Non-Stock Items
Fraud Prevention & Verification
Return & Refund Policy
All Policies are in accordance with ACL
At Butler Equipment, we want our customers to feel confident when purchasing commercial kitchen equipment. This policy outlines how we handle returns, refunds, and replacements.
Change-of-Mind Returns
- Change-of-mind returns must be requested within 7 days of delivery.
- Items must be unused, undamaged, and in original packaging with all manuals and accessories.
- A restocking fee of 20% of the purchase price may apply.
- Freight is nonrefundable and return freight is at the customer’s cost unless otherwise agreed.
- Custom or special-order products are not eligible for change-of-mind returns.
Damaged or Faulty Goods
- Please inspect all deliveries upon arrival.
- Any visible damage must be reported within 24-48 hours of delivery with photos.
- Faults discovered later should be reported as soon as possible with details and images.
- Butler Equipment will arrange repair, replacement, or refund in line with ACL requirements.
Installation & Used Goods
- Items that have been installed, used, or connected to services (water, power, gas) are generally not eligible for change-of-mind returns.
- Faulty goods that have been used will be assessed under warranty or ACL obligations.
Refund Process
- Refunds will be processed via the original payment method once returned goods are inspected and approved.
- Please allow 5–10 business days after inspection for refunds to appear in your account.
- How to Request a Return
- To request a return, please contact our team at:[1800 225 215] [sa***@*****************om.au] Include your invoice number, photos (if applicable), and a brief description of the issue.
Packaging & Freight Responsibility
- Returned items must be securely packed in original packaging where possible.
- Butler Equipment is not responsible for goods damaged during return shipping caused by poor packaging.
Exclusions
- Consumables (e.g. filters, chemicals) are non-returnable unless faulty.
- Custom-built or special-order equipment is non-returnable unless faulty.
- Items sold as clearance or ex-display may have limited return rights, disclosed at the time of sale.
Delivery & Freight Policy
- All freight quotes are kerbside delivery unless otherwise stated. Delivery Service does not include unpacking or positioning unless specifically stated in your Sales Order.
- Customer must provide safe access (no liability for site obstructions, stairs etc.)
- Customers are responsible for checking goods on arrival (damages must be reported within 24–48 hours).
- All delivery timelines are estimated to the best of our knowledge. Butler Equipment is not liable for delays outside of our control.
Installation & Site Readiness
- Customer is responsible for ensuring correct electrical, plumbing, and ventilation connections.
- Butler Equipment is not liable for installation costs unless specifically quoted and agreed.
- Any failed delivery attempts due to site not being ready may incur redelivery charges.
- If Butler’s delivery team or freight partner deems delivery unsafe due to site conditions, the customer is liable for any additional costs (redelivery, equipment handling, etc.).
Processing & Payment Policy
- Payment Requirement:
No equipment will be shipped until full payment has been received and cleared, unless the customer has been formally approved for pre-agreed credit terms with Butler Equipment. - Accepted Payment Methods:
Butler Equipment accepts EFT, approved credit card transactions, and other agreed payment methods. - Large Payments & High-Value Orders:
For orders exceeding $10,000 AUD (incl. GST), Butler Equipment requires payment by EFT (Electronic Funds Transfer) or other cleared funds prior to dispatch. Credit card payments for high-value transactions may be declined or subject to additional verification. - Credit Terms:
Customers approved for credit must ensure payments are made strictly within the agreed trading terms. Late payments may result in suspension of further orders until accounts are settled. - Title of Goods: Ownership of all goods remains with Butler Equipment until full payment has been received. Risk passes to the customer at the time of delivery.
- Order Processing:
Orders will only be processed once payment confirmation has been received (or credit approval confirmed). Customers are responsible for ensuring payment is made in time to meet required delivery schedules.
Special Orders / Non-Stock Items
- Special orders (custom builds, imported equipment, or non-stock lines) require a 50 % non-refundable deposit. Balance payable prior to dispatch.
- No cancellations, exchanges, or returns for special orders unless required by law.
Warranty Policy
- Warranties are dependant on the brand’s individual warranty. See purchase information for more details
- Warranties do not cover misuse, improper installation, or wear-and-tear items.
- Warranties to dot apply to consumables (filters, seals, lightbulbs etc.)
- Service Responsibility: Customers are responsible for arranging and paying for regular cleaning/maintenance as required by the product manuals.
Fraud Prevention & Verification
- Butler Equipment reserves the right to verify the identity of purchasers prior to dispatch, particularly for high-value transactions.
- Orders paid by credit card may be subject to additional checks (e.g., requiring a copy of identification, confirmation of billing/shipping address, or direct contact with the cardholder).
- If fraudulent activity is suspected, Butler Equipment may hold or cancel the order until verification is complete. Butler Equipment is not liable for any delays due to fraudulent checks.
- Refunds for cancelled fraudulent transactions will only be made back to the original payment method once funds are cleared and verified.
- We will report suspected fraudulent transactions to the relevant authorities and payment providers.