Return & Refund Policy

Effective Date: 07-29-2025

Thank you for shopping with EC Catering Equipment. We take pride in supplying high-quality commercial kitchen equipment across South Africa and neighboring countries. If you are not completely satisfied with your purchase, we’re here to help.

This policy outlines our process for returns, exchanges, and refunds to ensure transparency and customer satisfaction.

📦 1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused, undamaged, and in its original packaging.

  • The return request must be made within 7 days of receiving the item.

  • The item must include all accessories, manuals, and documentation.

Please note: Due to the industrial nature of our products, used or installed equipment may not qualify for a return unless found to be defective on arrival.

🚚 2. Return Process

To initiate a return, please follow these steps:

  1. Email our support team at [support@eccateringequipment.com] with:

    • Your order number

    • Product name

    • Reason for return

    • Photos (if applicable)

  2. Our team will confirm the return eligibility and provide return instructions.

  3. Once authorized, securely package the item and ship it back to the return address provided.

  4. You will be notified once the return is received and inspected.

💸 3. Refunds

If your return is approved, we will process your refund using the original payment method. Refunds typically take 5–10 business days to reflect in your account.

Refunds may be partial or denied if:

  • Items are damaged due to misuse or incorrect installation.

  • Parts are missing, or the packaging is incomplete.

  • The return was not authorized before shipment.

🔁 4. Exchanges

We allow exchanges for faulty or incorrect items, subject to stock availability. Please contact us immediately if you receive an incorrect or defective product.

📦 5. Return Shipping Costs

  • If the return is due to a defective or incorrectly shipped item, we will cover the return shipping cost.

  • If the return is due to customer preference or error, the return shipping cost is the customer’s responsibility.

🚫 6. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-made or special-order items

  • Used or installed equipment

  • Clearance or discounted items marked as “Final Sale”

  • Consumables or hygiene-sensitive items (e.g., food-grade components)

🕒 7. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • First, check your bank account again.

  • Then contact your credit card company or payment provider.

  • If the issue persists, contact us at [support@eccateringequipment.com].

📞 Contact Us

For questions related to returns or refunds, please contact:

EC Catering Equipment
📧 Email: support@eccateringequipment.com
📞 Phone: 276930060966
🌍 Website: https://eccateringequipment.com