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Refund & Return Policy

At CaterEq, we want our customers to be confident when ordering. This Refund & Return Policy explains our approach to returns, refunds, and related conditions. As CaterEq operates exclusively on a Business-to-Business (B2B) basis, consumer distance selling regulations do not apply.

1. General Policy

  • All sales are considered Business-to-Business (B2B).
  • Consumer Distance Selling Regulations do not apply.
  • Returns are not automatically accepted if you change your mind.

2. Change-of-Mind Returns

  • Any discretionary return must be agreed in advance with CaterEq.
  • Returned items must be unused, in their original packaging, and in resalable condition.
  • A 25% restocking fee applies to all approved returns.
  • The customer is responsible for return delivery costs.

3. Damaged or Incorrect Goods

  • Goods must be inspected at the time of delivery before signing the delivery note.
  • If goods arrive damaged, you must refuse delivery and notify us immediately so that a replacement can be arranged.
  • If you sign for delivery, this confirms acceptance of the goods in good condition and damage claims cannot be made afterwards.
  • If incorrect items are delivered, please notify us within 24 hours so we can resolve the issue.

4. Warranty Returns

  • Faulty goods within the warranty period may be eligible for repair or replacement under the terms of our Warranty Policy.
  • Warranty claims must be submitted through our online Warranty Service Form.
  • Only back-to-base and parts-only warranty applies – CaterEq does not cover labour or on-site engineer costs.

5. Refunds

  • Refunds (where applicable) are issued only after goods have been inspected and approved by our team.
  • Refunds typically take 7–14 working days to process once approved.
  • Refunds are made to the original payment method only.

6. Non-Returnable Items

  • Custom-built or special-order items are non-returnable.
  • Consumables such as bulbs, batteries, and oils are excluded from return unless faulty on delivery.
  • Glass components are not covered under return or warranty for breakage.

7. Contact

To request a return or discuss a refund, please contact us at:

Email: support@catereq.co.uk

Phone: +44 1443 584112

Address: Unit 37 Abergorki Industrial Estate, CF42 6DL Treorchy, Wales