Returns & Exchanges

Returns Policy

At Nepean Hospitality, we are committed to providing high-quality hospitality supplies and exceptional customer service. We encourage customers to carefully consider their selections before placing an order, as we do not offer refunds for change-of-mind purchases.

Change of Mind Returns

We understand that, on occasion, a product may not meet your expectations. If you wish to return an item due to a change of mind, the following conditions apply:

Store Credit Only: Approved change-of-mind returns will be issued as store credit for the value of the returned item, less any applicable shipping costs associated with replacement or return processing.

Return Shipping Costs: Customers are responsible for all costs associated with returning items to Nepean Hospitality.

Restocking Fee: A 20% restocking fee will apply to all approved change-of-mind returns.

Product Condition: Returned items must be unused, in original as-new condition, and include all original packaging, accessories, and documentation. Items that are damaged, used, incomplete, or not in a resalable condition will not be accepted.

Return Request Period: Return requests must be submitted within 7 days of receiving your order. Requests must be made in writing or by contacting our customer service team by phone.

Exchanges

If you would prefer to exchange an item instead of receiving store credit, we will be happy to assist where possible, subject to the applicable exchange conditions.

Product Availability: Exchange requests are subject to the availability of the requested replacement item.

Applicable Return Conditions: All change-of-mind return conditions outlined above continue to apply, including the 20% restocking fee and any applicable shipping charges.

Shipping Costs: Customers are responsible for all costs associated with returning the original item and shipping the replacement item.

Please contact us to confirm whether an exchange is available for your selected item.

Incorrect or Faulty Items

If you receive an incorrect item, please contact us within 7 days of delivery so that we can promptly investigate and assist in resolving the issue.

For faulty products, please submit a warranty claim through the warranty portal available on our website. Where applicable, we will assess your claim and arrange a repair, replacement, or refund when applicable.

How to Request a Return

To request a return or exchange, please contact our customer service team at sales@nepeanhospitality.com.au or (02) 4722 2921. Please include your order number and the reason for your return or exchange request. Our team will review your request and provide guidance on the next steps.