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CaterMaster

Refunds & Returns Policy

Introduction

At Cater Master, we are confident that all products supplied will be according to the specifications as indicated on our website. We are committed to providing our clients with high-quality, professional-grade equipment. However, we understand that there may be occasions where a return is necessary. This policy outlines the procedures and conditions for all returns.

1. Standard Returns (7-Day Policy)

This policy covers items that are unused and no longer required, or if you believe the product is not as specified on our website.

  • You are entitled to return a product within 7 (seven) days after receiving it.

  • To be eligible for a return, you must notify Cater Master in writing within this 7-day period to obtain a Return Authorisation (RA) number.

  • Condition of Goods: All products must be returned in complete original packaging, unused, and undamaged. This includes all original manuals, accessories, warranty cards, and any other items that were included.

  • Return Shipping: The Customer is responsible for all costs associated with returning the goods to the Cater Master warehouse.

  • Handling Fee: All standard returns are subject to a 15% Handling Fee, which will be deducted from your credit or refund. This fee covers the administrative and restocking costs.

2. Goods Damaged on Arrival

It is the Customer’s responsibility to inspect all goods thoroughly upon delivery.

  • If a product is found to be damaged or defective at the time of delivery, you must notify Cater Master in writing within 24 (twenty-four) hours of receipt.

  • The damaged goods must be returned to our warehouse, in their original packaging, within 48 (forty-eight) hours of you notifying us.

  • Inspection: Cater Master will inspect the returned goods. The items must be materially defective. Minor cosmetic blemishes (such as minor scratches or dents) that do not affect the product’s functionality will not be considered grounds for a damaged return.

  • Outcome: If the damage is validated, we will, at our discretion, replace the item or issue a full credit note.

3. Non-Returnable Items

Please note that the following items are not eligible for a return, refund, or credit under any circumstances:

  • Electrical and gas parts and components.

  • Goods that have been used, installed, or tampered with.

  • Goods that have been modified, personalised, or customised for the Customer.

  • Products returned without their complete, original packaging and accessories.

  • Any “special-order” items that are not part of our standard stock range.

4. The Return & Refund Process

  1. Request Authorisation: Before returning any item, please contact our support team via email or our website to request a Return Authorisation (RA) number. Please provide your original Invoice number.

  2. Package Item: Securely package the item in its complete original packaging.

  3. Ship to Us: Send the item back to the warehouse address provided by our team. Ensure the RA number is clearly marked on the outside of the box.

  4. Inspection & Refund: Once we receive the item, our team will inspect it within 3-5 Business Days.

    • If the return is approved, we will issue a credit note and process your refund (less the 15% Handling Fee for standard returns) to your original payment method.

    • If the return is rejected (e.g., the item is used, damaged, or a non-returnable item), we will contact you to arrange for the item to be returned to you at your expense.

Cater Master reserves the right to refuse any return that does not comply with the conditions stated in this policy.