Returns & Refunds
Simple, fair, and clearly explained.
- 90-Day Return Window
- Every Item Inspected
- Refund to Original Payment
- Email at Every Stage
How to return an item
Return your item in 5 easy steps
We understand that in a busy kitchen, plans change and the wrong equipment can get ordered. Here is how our returns process works. It is quick and straightforward.
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Initiate your return online
Log in to your ECatering account at customers.ecatering.co.uk and submit a return request. Once approved, you will receive an email with detailed return instructions.
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Prepare your return
Small parcel items
Use a reliable tracked courier such as Royal Mail or Evri. The delivery cost is your responsibility.
Large pallet items
We can arrange collection from your premises. The cost will be deducted from your refund.
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Package the item
Ensure the item is in as-new condition and in its original packaging. Include all accessories, manuals, and any free gifts.
No original packaging? Returns are still accepted provided the item is unused and returned within 90 days.
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Ship the item
Send the item following the instructions in your approval email. ECatering cannot accept liability for loss or damage in transit when you arrange your own courier, so always use a tracked and insured service.
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Receive your refund
Once we receive and inspect your return, we will send a confirmation email when your refund is processed. Allow 3 to 5 additional working days for your bank to show the credit.
Return policy details
The key points, up front
Return Window
Items must be returned within 90 days of delivery and remain completely unused. Returns outside this period may not be accepted.
Bundles
All items in a bundle must be returned to receive a full refund. Partial bundle returns receive a partial refund.
Restocking fees
Inspected, tested, repackaged
All returned equipment is carefully inspected and tested to ensure it meets the high standards required in professional kitchens. A restocking fee applies to cover inspection, testing, and repackaging.
Return policy details
The key points, up front
Cannot be returned
- Used or customised products
- Perishable goods
- Graded or ex-demo items (non-returnable and non-refundable)
Bundles
Items purchased as part of a promotion cannot be returned for a cash refund. A store credit will be issued instead.
Faulty or damaged goods
Received something damaged or faulty?
There is no need to raise a return request. Simply email our team at sales@ecatering.co.uk straight away and we will take care of everything, whether that is troubleshooting, arranging replacement parts, or organising a full resolution.
We will get back to you quickly and make the process as smooth as possible.
Ready to start your return?
Log in to your ECatering account and submit a return request. Our team will guide you from there.
Need help? We're here for you.
Our friendly team is on hand to answer any delivery questions via phone, email, or live chat. Whatever you need, we'll get it sorted.
