• Q: Stock Availability & delivery lead time?

    A: Stock Availability & delivery lead time is intended as a guide only, as stock volumes can fluctuate and we operate in a large country. If an item is in stock and your payment has been received, delivery should then occur within 1-3 working days for metro locations, 3-5 working days non-metro. We endeavor to ship stock from our warehouse that is situated nearest to the delivery location. However, unfortunately this is not always the case and sometimes our stock may be held in a different states warehouse. Eg Sydney to Perth

    Our customer service team will contact you after your order has been received and we will advise you if the stock is coming from a different state and may incur additional shipping charges, they can also provide an estimated time of arrival based on this information. Please refer to our terms and conditions page for further details.
  • Q: What if my order arrives damaged or faulty?

    A: Damaged or Faulty Goods - If an item is received and is faulty in any way, other than from transport damage, you should notify Hospitality Equipment Solutions immediately by lodging a Returns form located in the footer of our webpage, or by phone or email, advising your contact name, address, phone number, our invoice number and details of the fault.

    Please make sure to check all items before signing for them. Please do not sign for and accept deliveries if the goods appear damaged obviously due to transit.

    Please refer to our terms and conditions page for further details.

  • Q: Is my product covered under warranty?

    A: All products sold by Hospitality Equipment Solutions are quality items supplied by reputable manufacturers and are supported by a standard manufacturer's warranty covering against manufacturing fault or defect. The commercial warranty period is listed on our website and does differ from item to item. Please refer to our terms and conditions page for further details.
  • Q: Can I cancel my order?

    A: Yes orders may be cancelled on the following basis:

    1) That the cancellation is received prior to commencement of manufacture for special orders.
    2) If the equipment is a stock item, cancellation must be received at least one full working day prior to shipping.
    3) A cancellation or re-stocking fee may apply and is generally a minimum of 25% of the purchase price.
    4) HES reserves the right to claim back any credit card fees that are applied to the transaction. For Paypal, Visa & Mastercard this would amount to 1.5% of the total cost. Eway is at a rate of 1.9% and Amex is at a higher rate of 3.5% of the transaction cost. Please refer to our terms and conditions page for full details.
  • Q: Can I return my goods?

    A: The short answer yes (in most cases). Goods delivered may be returned for a refund, exchange or replacement within 30 days. Provided that they are returned unused, in a saleable condition and in their original packaging. Please refer to our terms and conditions page for full details.
  • Q: Is the product information on this site up to date?

    A: Generally yes, we do try to keep all information displayed for every product current. However with over 5,000 individual products listed this is not always possible. Especially when the changes are small and our manufacturers don't always advise us of these changes. Please note it is the buyers responsibility to check any item that they are interested in buying to ascertain if the product information is correct.
  • Q: Do you supply spare parts?

    A: Yes, Hospitality Equipment Solutions can help assist you with the sourcing of spare parts providing the equipment is a current model and still being manufactured.
  • Q: Are my goods insured during the delivery process?

    A: Insurance for goods in transit is not included in the purchase price. If insurance is required by the purchaser it must be arranged by the purchaser either direct with the carrier or their insurance agent.
  • Q: Can the public buy from you?

    A: Yes, we have a wide variety of products that are suitable for domestic applications.