At ECatering, we understand that in a busy kitchen, plans can change or the wrong equipment might be ordered.

If you need to return an item, follow the steps below and our team will guide you through the process.

1. Initiate Your Return Online
Log in to your ECatering Account and submit a return request.

Once approved, you’ll receive an email with detailed instructions on how to return your item.

2. Prepare Your Return

Small parcel items
For parcels, please use a reliable tracked courier such as Royal Mail or Evri. You’ll be responsible for the delivery cost.

Large pallet items
For larger equipment, we can arrange collection from your premises. The cost of collection will be deducted from your refund, and we’ll contact you to arrange a convenient time.

3. Package the Item
Ensure your item is in as-new condition and in its original packaging. Include all accessories, manuals, and any free gifts that came with your purchase. Pack the item securely to avoid damage during transit. If the original packaging is no longer available, returns are still accepted provided the item is unused and returned within 90 days.

4. Ship the Item
Send the item following the shipping instructions provided in your approval email. Please note that ECatering cannot accept liability for loss or damage in transit if you arrange your own courier.

5. Refund Confirmation
Once we’ve received and inspected your return, you’ll get a confirmation email when your refund has been processed. Depending on your bank, it may take a few additional days for the refund to appear in your account.

Additional Information

Return Window
Items must be returned within 90 days of delivery.

Restocking Fees
All returned equipment is carefully inspected and tested to ensure it meets the high standards required in professional kitchens. To cover inspection, testing, and repackaging, a restocking fee applies:

• 25% for standard returns
• 40% if the item cannot be returned to stock in saleable condition

Non-Returnable Items
Some items cannot be returned, including:

• Used or customised products
• Perishable goods
• Items purchased as part of a promotion (a store credit will be issued instead)
• Graded or ex-demo items (non-returnable and non-refundable)

Bundles
If an item is part of a bundle, all items must be returned to receive a full refund.
Partial returns will receive a partial refund.

Faulty or Damaged Goods
If your item arrives faulty or damaged, please get in touch with us straight away at sales@ecatering.co.uk. There’s no need to raise a return request, just email our team and we’ll take care of everything.

Our team will check the issue quickly and guide you through the next steps, whether that’s troubleshooting, arranging parts, or organising a resolution, making the process as smooth and hassle-free as possible.

Courier Recommendations
If you arrange your own courier, we recommend using a reliable service with tracking and insurance. Damaged items may not be accepted if shipped without tracking.

Need Help?
Our team is always happy to advise if you’re unsure about which equipment is right for your kitchen or need assistance with your return. Contact us via live chat, email, or phone, and we’ll get you back in action quickly.