Refund policy

CHANGE OF MIND

If something isn't right with your order, contact us before sending anything back. Call 1300 665 871 or email sales@butcherquip.com.au with your order number and we will tell you what to do next. Goods sent back without contacting us first may be delayed or refused.

We will accept a change of mind return within 14 business days of you receiving the goods, provided:

  • The goods are unused and in resellable condition.
  • The original packaging is intact and undamaged.
  • All parts, accessories and manuals are included.

You pay the return freight. Please use a tracked service, as we cannot refund goods that do not reach us.

We inspect goods on arrival and process approved refunds within 5 business days of receiving them. Refunds are returned to the original payment method only. We do not refund to a different card or account, or in cash.

Where goods come back incomplete, marked, or in packaging we cannot reuse, a restocking fee of up to 10% may be deducted at our discretion. We will tell you before we deduct anything.

FAULTY, DAMAGED OR INCORRECT ITEMS

This section is separate from change of mind and is not limited by the 14 business day window.

If a product is faulty, was damaged in transit, is not what you ordered, or does not do what we said it would, contact us with your order number and photos.

If the problem is major you can choose a refund or a replacement. If it is minor we will repair it, replace it, or refund it.

We cover return freight on faulty goods, and for heavy equipment we will arrange collection rather than asking you to ship it. If your order arrives damaged, please let us know within 5 business days of delivery so we can lodge it with the carrier.

EQUIPMENT WARRANTY

Equipment we sell is covered by the manufacturer's warranty, which runs in addition to your rights under the Australian Consumer Law. If you have a warranty issue, deal with us and we will manage the claim with the manufacturer on your behalf.

RETURNING GOODS TO US

ButcherQuip, 19 Da Vinci Way, Forrestdale WA 6112. Monday to Friday, 7:30am to 4:00pm. Closed weekends and public holidays. You are welcome to return goods in person during these hours.

YOUR RIGHTS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or replaces those rights.