Returns & Refunds Policy

At Mattys, we want customers to purchase commercial kitchen equipment with confidence.

This policy explains how returns, order cancellations, faulty products and damaged goods are handled.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Change of Mind Returns

Mattys may accept a change-of-mind return at our discretion.

To be considered for a change-of-mind return:

• The return request must generally be made within 30 days of purchase
  

• The product must be unused
  

• The product must not have been installed or commissioned
  

• The product must be in its original packaging
  

• The product must be complete with all accessories, manuals and components
  

• The product must be in resalable condition
  

• The return must be approved by Mattys before the product is sent back
  

Approved change-of-mind returns will generally be issued as store credit.

A restocking fee of up to 30% may apply, along with any applicable freight, handling or supplier charges.

Mattys is not required to accept a return where a customer has simply changed their mind unless we have agreed to do so.

Products Excluded From Change of Mind Returns

Unless otherwise agreed by Mattys, change-of-mind returns will generally not be accepted for:

• Products that have been used
  

• Products that have been installed or commissioned
  

• Special-order or indent products
  

• Custom-made or fabricated products
  

• Products manufactured or modified specifically for the customer
  

• Clearance or demonstration equipment where specified at the time of sale
  

• Products that cannot be returned to the relevant supplier
  

• Products that are no longer in their original packaging or resalable condition
  

These exclusions apply to change-of-mind returns only and do not limit any rights that may apply under the Australian Consumer Law.

Order Cancellations

If you wish to cancel or change an order, please contact Mattys as soon as possible.

Where an order has not yet been processed, dispatched, committed to a supplier or placed into production, Mattys may agree to cancel or amend the order.

Where equipment has already been:

• Ordered from a supplier
  

• Allocated specifically to your order
  

• Dispatched
  

• Manufactured
  

• Fabricated
  

• Modified
  

• Specially imported or ordered for you
  

cancellation may not be possible.

Where cancellation is accepted, reasonable supplier cancellation fees, restocking fees, freight charges or other costs already incurred may apply.

Custom-made, fabricated and special-order products may not be cancellable once procurement or production has commenced.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

Deposits

Deposits may be required to secure equipment, special-order products or project-related purchases.

Where a customer cancels an order, any refund of the deposit will depend on the status of the order and any reasonable costs already incurred by Mattys, including supplier commitments, freight, fabrication, manufacturing or cancellation charges.

Any rights available under the Australian Consumer Law continue to apply.

Faulty Products

If you believe a product purchased from Mattys is faulty, please contact our After-Sales & Customer Care team as soon as reasonably possible.

To help us assess the issue efficiently, we may request:

• Your invoice or order number
  

• Product model
  

• Serial number
  

• A description of the fault
  

• Photographs or videos
  

• Installation information
  

• Technician reports where applicable
  

• Other information reasonably required to investigate the issue
  

Mattys may assess the product or arrange for assessment by the manufacturer, supplier or an authorised service agent before determining the appropriate remedy.

Depending on the circumstances, the appropriate remedy may include:

• Repair
  

• Replacement
  

• Refund
  

• Another remedy available under the Australian Consumer Law
  

Manufacturer warranties are additional to any consumer guarantee rights that may apply.

Where the Australian Consumer Law applies, those rights are not limited simply because a manufacturer's warranty has expired.

Major and Minor Failures

Where the Australian Consumer Law applies, the remedy available may depend on whether the product has a major or minor failure.

For a major failure, the customer may be entitled to choose between a refund or replacement.

For a minor failure, Mattys may arrange for the problem to be repaired within a reasonable time.

The appropriate remedy will depend on the circumstances of the individual claim and applicable law.

Used or Installed Products

Products that have been used, installed or commissioned cannot generally be returned because of a change of mind.

However, using or installing a product does not automatically remove any rights or remedies that may apply if the product is faulty or fails to meet an applicable consumer guarantee.

Unauthorised Repairs

If you believe equipment is faulty or covered by warranty, please contact Mattys before arranging your own repair.

Repairs performed without prior authorisation may not be reimbursed under a manufacturer's warranty and may affect warranty coverage.

Where Australian Consumer Law rights apply, this does not remove any rights that cannot lawfully be excluded.

Damaged in Transit

Please inspect equipment as soon as reasonably possible after delivery.

If equipment appears to have been damaged during transport:

1. Take clear photographs of the equipment and all visible damage
   

2. Photograph the external and internal packaging
   

3. Keep the original packaging
   

4. Record any visible damage on the delivery documentation where possible
   

5. Contact Mattys as soon as possible with your order details
   

Please do not dispose of packaging until the matter has been reviewed, as the freight provider or supplier may require photographs or inspection when assessing the claim.

Our team will work with the relevant freight provider or supplier to determine the appropriate next steps.

Return Process

Do not return equipment without first contacting Mattys.

To request a return, warranty assessment or damaged-in-transit review, please contact:

Once a return has been approved, we will provide the appropriate return instructions.

Approved returns may be directed to:

Please ensure you have received return approval before delivering or sending equipment to this address.

Return Shipping – Change of Mind

For approved change-of-mind returns, return freight, insurance and associated transport costs are the customer's responsibility unless otherwise agreed by Mattys.

We recommend using an appropriate trackable and insured freight service.

The customer remains responsible for the product until it is received by Mattys or the nominated return location in acceptable condition.

Return Shipping – Faulty Products

Where a product is being returned because of a suspected fault, return and collection arrangements will depend on the type of equipment and the circumstances of the claim.

For equipment that can reasonably be posted or easily returned, the customer may initially be asked to return the product for assessment.

Where a fault covered by applicable consumer guarantees is confirmed, reasonable return costs will be handled in accordance with the Australian Consumer Law.

For large, heavy, installed or difficult-to-transport equipment, please contact Mattys before attempting to move or return the equipment so appropriate arrangements can be made.

If an assessment determines that the equipment does not have a fault, collection, inspection or transport charges may apply where permitted by law and where the customer has been advised of those potential charges beforehand.

Refunds

Where a refund is required under the Australian Consumer Law, it will be processed in accordance with the customer's applicable legal rights.

Where possible, refunds will generally be made using the original payment method unless otherwise agreed.

Approved change-of-mind returns are generally provided as store credit rather than a cash refund.

Proof of Purchase

Mattys may require reasonable proof of purchase before processing a return, warranty claim or refund.

This may include:

• Invoice
  

• Order confirmation
  

• Receipt
  

• Transaction record
  

• Other evidence demonstrating that the product was purchased from Mattys
  

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.

Where a product has a major failure, a customer may be entitled to choose a refund or replacement.

Where a failure is not major, the customer may be entitled to have the failure rectified within a reasonable time.

Consumer guarantee rights are separate from, and may continue beyond, any manufacturer's warranty.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under the Australian Consumer Law that cannot lawfully be excluded.

Need Help?

If you are unsure whether your situation is a return, warranty issue, freight claim or order cancellation, contact our After-Sales & Customer Care team before taking any action.

Our team will help direct your enquiry and explain the next steps.