Returns & Warranty Policy

1.     Introduction

Complete Cafe Services enforces a Returns and Warranty Policy that includes the rights that you, the customer, have under the Australian Consumer Law and other relevant laws.

Products supplied by Complete Cafe Services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. In the event of product failures, Complete Cafe Services will determine the extent of the failure and the available remedy.

Where a failure does not amount to a major failure, Complete Cafe Services is entitled to choose between providing you with a repair, replacement or other suitable remedy.


2.     Assessment &/or Repairs

There are conditional requirements for the following applications and segmentations:

2.1 Domestic (eg, Non-ABN or non-business entity, acquired for domestic or household use only) – New major equipment
All new equipment such as, but not limited to, Coffee Machines and Coffee Grinders will come with a Return to Base (RTB) 12-month parts warranty only, unless stated otherwise.

2.2 Commercial (eg, acquired under an ABN or a business entity) – New major equipment
All new equipment such as, but not limited to, Coffee Machines and Coffee Grinders will come with a Return to Base (RTB) 12-month parts and 3-month labour warranty, unless stated otherwise.

2.3 Used or Second Hand – Major equipment
All used or second-hand equipment such as, but not limited to, Coffee Machines and Coffee Grinders will come with a Return to Base (RTB) 3-month parts and labour warranty, unless stated otherwise.

2.4 Non-major equipment – Accessories & other equipment
All new accessories and any other equipment will come with manufacturer’s warranty only.


3.     Consumer rights

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Complete Cafe Services adopts the same approach.

It is worth noting that the type of remedy Complete Cafe Services can offer may also vary depending on how long it takes for you to return the product to us.
Any liability of Complete Cafe Services or our agents in connection with goods or services supplied by us to you will, subject to any non-excludable liability for breach of conditions or warranties implied by legislation and to the maximum extent permitted by law, at the election of Complete Cafe Services, be limited to:

3.1 In relation to goods, the replacement or repair of the goods, the supply of equivalent goods;
3.2 The payment of the cost of replacing or repairing the goods or the payment of the cost of obtaining equivalent goods; and/or
3.3 In relation to services, the supplying of the services again or the payment of the cost of having the services supplied again.

This Warranty is transferable to a subsequent owner of a Complete Cafe Services product, in the event of the sale of that product, provided that Complete Cafe Services is informed in writing within 14 days of the sale of the subsequent owner’s name and contact details. The new owner of the equipment must retain the original invoice or copy thereof to be entitled to warranty service.
Warranty service is provided only within the country of purchase- i.e Australia.
For any product return, please contact us. This includes products that carry a manufacturer’s warranty. Any cost incurred by you in returning the item to us will be borne by you. Please retain your receipt.

In order to obtain a refund, exchange or to repair a product purchased from Complete Cafe Services, including those products which carry a manufacturer’s warranty, you must have clear proof of purchase – typically, but not always, a receipt. If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to reject the return of
your product.


4.     Frequent Asked Questions

What should I do if I have changed my mind and want to return a product?
Please choose carefully as we do not normally accept return of goods where you have simply changed your mind or have chosen poorly. Should we decide to accept a return, a restocking fee of 20% is applied to all returns of items held in stock. Special order items cannot be returned. We do not normally accept returns on equipment that has been used after the item was purchased brand new, nor of equipment without packaging or in opened packaging. Return freight to us is payable by you. Items must be packaged the same way they were delivered to you. Shipping costs are not refundable.
Product assessment for warranty repair
Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange or repair. The available remedy will depend on whether the fault amounts to a major failure. In some instances, we may need to consult with the manufacturer or importer to determine the fault and resolution. Most faults can be easily repaired within a reasonable time frame. We will not offer a repair or replacement if the product has been damaged by misuse or abuse. Examples include, but are not limited to, inadequately filtered water, lime scaling, corrosion due to high chloride ion concentrations in water, operator errors, unauthorised repair work or modification, and general wear and tear.

Whilst we understand that many customers would like a loan machine in the event of a warranty item, we regret that this service is not available. However, we prioritise all warranty work over general repair to ensure the most rapid service possible.

Where there is no fault found or user error, the product will be made available for collection by the customer and may be subject to recoverable charges for works carried out.
What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact us.

It is our experience that often when customers believe the product they have purchased is faulty, our staff can have the issue resolved with some basic ‘troubleshooting’.
What should I do if the equipment is fixed or if I have bulky items to return?
If your product cannot be easily returned to us, please contact us and we will do our best to offer a local solution. Please note that this may not be possible in all areas of Australia.

If I can’t find my receipt, can I use a bank statement as proof of purchase instead?
Unfortunately, Complete Cafe Services will not accept bank or credit card statements unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased, including a clear description of the product.

Where multiple items have been purchased in a transaction, it limits our ability to establish proof of purchase.

We cannot provide copies of receipts if lost or misplaced.

How to return an Item?
Please contact Complete Cafe Services to coordinate this prior to returning the item(s).

Our default location is 45 Charles Street, Unley SA 5061, unless stated otherwise.
How to do I contact Complete Cafe Services?
For any further enquiries, you may contact us by one of the following:
Telephone: (08) 8338 0600
Location: 45 Charles Street, Unley SA 5061