Quick answers to the questions we get asked most. Can't find what you need? Contact our team and we'll help.
Prices & payment
Are your prices in Australian dollars, and do they include GST?
All prices are in Australian dollars. Category pages show prices excluding GST, and each product page shows the price both excluding and including GST. GST (10%) is added at checkout.
How can I pay?
At checkout you can pay by Visa, Mastercard, American Express, Apple Pay, Google Pay or Shop Pay, or choose Bank Deposit to pay by direct bank transfer with no card needed. With Bank Deposit, don't pay straight away: we'll confirm stock and the actual freight cost, then email you the final amount to transfer, and we dispatch once it has cleared. You can also ask us for an invoice to pay by bank transfer. Many products also offer SilverChef Rent-Try-Buy finance; look for it on the product page.
Do you provide tax invoices?
Yes. You'll receive an order confirmation by email straight away. If you need a formal tax invoice for your records, email us your order number and we'll send one. We are Wise Ventures Group Pty Ltd, trading as Refrigeration Experts Australia, ABN 68 663 083 092.
Can you beat a competitor's price?
Yes, through our Price-Beat Guarantee. Send us a link to the competitor's product or a copy of their quote, and we'll give you a discount code or invoice you at the better price.
Why do some products say "price on application"?
Some items are made to order or priced per job. Use the quote button on the product page or our quote form, and we'll email you a price including freight.
Orders & delivery
How much is delivery?
Freight is shown at checkout as a maximum, based on the size of each item: $77 inc GST per order for small items, and per item for larger equipment ($275 medium, $440 large, $660 extra large, all inc GST). If you pay by card, we hold that amount, then contact you to confirm the actual freight cost (it's often less) and check you're happy to go ahead before we dispatch. We only charge the actual cost. Some regional, remote and offshore deliveries can cost more, and if so we'll tell you before dispatch. Our Shipping Policy shows which items fall into each size.
How long will delivery take?
When you place an order, we confirm stock with our suppliers first. Card payments are pre-authorised in the meantime, and bank transfer orders are dispatched once payment has cleared. In-stock items are usually dispatched within 48 hours and then typically arrive in:
- Melbourne, Sydney, Brisbane and Adelaide: 2 to 5 business days
- Perth and Tasmania: 4 to 8 business days
- Rest of Australia: 4 to 12 business days
Will I get tracking?
Yes. We'll email your tracking details once your order ships, and for most items the freight company will contact you to book a delivery time.
What does delivery include?
Deliveries are made by tailgate truck to the front of your shop or premises, Monday to Friday between 9am and 5pm, and someone needs to be there to receive them. Standard delivery doesn't include bringing items inside, carrying them up stairs, unpacking or positioning. If you need extra care or delivery inside the front door, please let us know when you order and we'll arrange it. We may ask for photos of your delivery location to plan access. We don't deliver to PO boxes. Please check doorways and access against the product dimensions before you order. See our Shipping Policy for full details.
Do you install equipment?
Installation isn't included. Gas appliances must be connected by a licensed gas fitter, and three-phase or hard-wired equipment by a licensed electrician. Check the power requirements (10 amp, 15 amp or three-phase) in the specifications on each product page before you order.
Can I change or cancel my order?
Contact us as soon as possible. Orders can be cancelled at no cost before they're dispatched. Made-to-order and special-order items can't be cancelled once we've ordered them from the manufacturer. If you entered the wrong delivery address, reply to your order confirmation straight away so we can fix it before dispatch.
Returns, faults & warranty
What if my item arrives damaged, faulty or wrong?
Check your order when it arrives and note any damage when you sign for it. Contact us straight away with photos and we'll make it right. No restocking fee applies to faulty, damaged or incorrect items, and your rights under the Australian Consumer Law always apply.
What warranty do I get?
Equipment is covered by the manufacturer's warranty shown on each product page. If something goes wrong during the warranty period, contact us and we'll arrange the claim with the manufacturer or their service agent.
Can I return something if I change my mind?
We're not required to accept change-of-mind returns, but we'll consider them if you contact us within 5 days of delivery and the item is unused, not installed and still in its original packaging. A restocking fee of up to 25% plus return freight may apply. Used, installed, made-to-order, special-order and price-on-application items can't be returned for change of mind. See our Refund Policy for full details.
How long do refunds take?
Once we've received and checked a return, approved refunds are made to your original payment method within 7 business days.
Quotes & help
Can you quote a full kitchen fit-out?
Yes, and it's free. Send your equipment list or plans through our quote form and we'll reply by email with one package price, including freight.
How do I contact you?
Call 0447 483 035, email sales@refrigerationexperts.com.au, use our contact form or start a live chat. We're available Monday to Friday, 9am to 5pm (Sydney time). Including your order number helps us reply faster.