Quick answers to common questions. For full details, see our Delivery & Returns, Warranty, Product Care, and Terms & Conditions pages.
How do I pay for my order?
Full payment is required in advance. All orders must be paid in full before goods are released for pickup or delivery. We do not offer deposits, payment plans, or balance-on-delivery arrangements. If you are unable to pay in full at the time of purchase, we are unable to proceed with the order.
Are your prices in Australian dollars, and do they include GST?
Yes. All prices are in Australian Dollars (AUD) and are inclusive of GST unless otherwise stated. Prices are subject to change without notice, but this does not affect orders we have already accepted and for which full payment has been received.
Please check your order is correct before purchase
Please take a moment to double-check everything before completing your purchase — sizes, models, and quantities. Incorrect orders (such as the wrong size or model selected) are treated as change-of-mind returns and are subject to our standard return conditions and restocking fee.
Where do you deliver, and how long does it take?
We deliver Australia-wide. Orders are usually dispatched within 1–2 business days after payment is received and cleared, and a tracking number is provided once your order is dispatched. Estimated delivery times are shown at checkout and may be longer during peak periods or for regional and remote areas. A physical delivery address is required — we do not deliver to PO Boxes.
Can you do custom work?
Yes. As well as our standard range, we offer in-house custom fabrication for benches, sinks, and other items when an off-the-shelf size won’t do. Custom fabrication is available in selected states — get in touch with our team and we’ll let you know what we can do for your area. Please note custom items are made to your approved specifications and are not eligible for change-of-mind returns.
Do you supply individual bench tops?
Yes, we do. Get in touch with our team with the size and details you need and we’ll help you out.
What is your returns policy?
Change-of-mind returns are accepted on stock items only, within 7 days of delivery, provided the item is unused, in its original condition, and returned in its original packaging with all parts and documentation. A restocking fee applies to approved change-of-mind returns. Returns without original packaging will generally not be accepted. Custom and modified items are not eligible for change-of-mind returns. Full details are on our Delivery & Returns page.
Can I exchange an item instead?
Yes. We offer exchanges on stock items as an alternative to a refund. If the item is unused and returned in its original packaging, the restocking fee is waived for the exchange. If the new item is higher in value, you pay the difference before the exchange is processed; if lower, we refund the difference. Custom and modified items are not eligible for exchange. Exchange requests need to be made within 7 days of delivery, and the item should be kept in the condition it was in when the exchange was agreed — if it’s been taken apart, please box or wrap it for the return trip. Used or installed items aren’t normally eligible; if we do accept one, we’ll assess it on inspection and fees may apply.
What if my order needs stock transferred in?
Transferring stock requires a 20% non-refundable deposit. If a transferred order is changed or cancelled, 20% of the item’s price is retained, whether paid as a deposit or in full. The exchange fee waiver does not apply to transferred stock.
My order arrived damaged, faulty, or with missing parts — what do I do?
Please inspect your order promptly on arrival. If anything is damaged, faulty, or missing, contact us within 7 days of delivery with your order number and clear photos. We’ll arrange a replacement, supply the missing parts, or, where that’s not suitable, arrange a refund — and we’ll cover the cost of return shipping for approved claims.
How do I send a return back?
Once your return is approved, we’ll provide a return label along with instructions — please don’t arrange your own courier, as self-arranged return shipping won’t be reimbursed. For change-of-mind returns, return shipping is the customer’s responsibility; where the return is due to a damaged, faulty, or incorrect item supplied by us, we cover it.
How long do refunds take?
Approved refunds are issued to your original payment method, and are processed within 7 days of us receiving and inspecting the returned item. Depending on your bank, it may take a further 3–5 business days for the funds to appear. We do not offer store credit.
Why is there a restocking fee?
Handling returns takes time and care — when an item comes back, we check, repackage, and restock it. The restocking fee helps cover those costs. The exact amount is shown on our Delivery & Returns page.
What warranty do my products come with?
All stock items come with a minimum 12-month parts warranty. Appliances are covered by a full 12-month warranty on parts and labour. Stainless steel equipment (benches, sinks, shelves, taps) is covered by the 12-month parts warranty only. Some products carry extended manufacturer warranties — these are listed on the product page.
How do I make a warranty claim?
If you believe an item is faulty within the warranty period, contact us with your order number, a description of the issue, and clear photos. We’ll assess the claim and advise next steps — a repair, replacement part, or replacement. Full terms are on our Warranty page.
How do I look after my equipment?
Stainless steel is durable but not maintenance-free — the right cleaning routine prevents staining and surface rust, and protects your warranty. See our Product Care page for full care instructions for each material. For appliances, follow the manufacturer’s user manual.
Still have a question?
Get in touch and we’ll be happy to help.
Email: cs@chefhouse.com.au Phone: 1300 393 333
1300 393 333 — Quality Guaranteed.
CHEFHOUSE PTY LTD | ABN: 73 680 789 806 | Document Version: June 2026