Return & Refund Policy

At Five Star Catering Equipment, we want you to shop with confidence. If you are not completely satisfied with your purchase, please read our Returns & Refund Policy below.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must:

• Be unused and in its original condition.

• Be returned in its original packaging with all accessories, manuals and components included.

• Not show signs of installation, use or damage.

We reserve the right to inspect all returned items before approving a refund.

Non Returnable Items

For hygiene, safety and commercial use reasons, certain products cannot be returned once delivered or used.

This includes, but is not limited to:

• Food contact equipment that has been used.

• Catering utensils and kitchen tools that have been opened or used.

• Knives and cutting equipment that have been used.

• Personal protective equipment.

• Custom made or special order products.

• Products that have been installed or connected.

• Any item that cannot be resold due to hygiene or safety regulations.

If you are unsure whether a product is eligible for return, please contact our team before placing your order.

Return Shipping Costs

Unless the item is faulty, damaged or supplied incorrectly, the customer is responsible for all return shipping costs.

We recommend using a tracked and insured delivery service when returning any item. Five Star Catering Equipment cannot accept responsibility for returns lost or damaged during transit.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery and provide:

• Your order number.

• A description of the issue.

• Clear photographs showing the product and any damage.

Our team will investigate and arrange an appropriate resolution.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Please allow 5 to 10 working days for your bank or payment provider to process the refund after it has been issued.

Original delivery charges are non refundable unless the return is the result of our error or a faulty product.

Exchanges

We only replace items that are faulty, damaged or supplied incorrectly.

If you require a different product, we recommend placing a new order once your return has been processed.

Commercial Equipment

Large commercial catering equipment may require specialist collection arrangements.

Please contact our customer service team before returning heavy or palletised equipment. Collection charges may apply unless the return is due to our error or a confirmed manufacturing fault.

Large Equipment Returns

Commercial catering equipment that has been delivered on a pallet, installed, connected or commissioned cannot be returned unless it is faulty or covered under your statutory consumer rights.

Any authorised return of large equipment may be subject to collection charges, which will be confirmed before collection is arranged.

Restocking Fee

For approved returns of non faulty commercial equipment, Five Star Catering Equipment reserves the right to apply a reasonable restocking fee where applicable. Any applicable fee will be communicated before the return is processed.

Before Returning an Item

Please do not return any product without first contacting our customer support team. We will provide return instructions and, where applicable, authorise the return to ensure it is processed as quickly as possible.

Need Help?

If you have any questions regarding returns or refunds, please contact us before returning any item.

Five Star Catering Equipment

Email: info@5starcateringequipment.co.uk

Phone: +44 (0) 800 999 1535

Address:
246–250 Westgate Road
Newcastle upon Tyne
NE4 6AQ
United Kingdom

Our team will be happy to help with any questions regarding returns, refunds or product eligibility before you arrange a return.

 

This policy does not affect your statutory rights under applicable UK consumer protection legislation.