Last updated: 23/12/2025

Catermarke aims to provide high-quality products to the hospitality industry. This policy applies to all online purchases.

1. Business Customers

As a supplier to the catering and hospitality industry, most purchases are business-to-business (B2B).
Therefore, the Consumer Contracts Regulations do not apply.

We accept returns at our discretion depending on the product.

2. Return Eligibility

We may accept returns where:

• The product is unused
• Original packaging is intact
• Returned within 14 days of delivery
• You obtain written approval before returning the item

A restocking fee (20–35%) may apply depending on manufacturer terms.

You are responsible for return shipping costs unless the item is faulty.

3. Items NOT Eligible for Return

Returns cannot be accepted for:

• Special-order or customised products
• Large equipment that has been installed or used
• Gas or electrical appliances removed from packaging
• Refrigeration that has been powered on
• Consumables (filters, bulbs, chemicals, seals, etc.)
• Items returned without original packaging
• Used or damaged items

4. Faulty, Damaged or Incorrect Goods

4.1 Transit Damage

Must be reported within 24 hours with photos of packaging and product.

4.2 Faulty Goods

Report within 7 days of delivery.
We may arrange:

• Repair
• Replacement
• Refund

Subject to manufacturer inspection.

4.3 Incorrect Items

If you receive the wrong item, we will arrange collection and replacement at our expense.

5. Refund Processing

Refunds (where applicable) will be processed:

• To the original payment method
• Within 7–14 working days after inspection and approval

Deductions may be applied for missing packaging, accessories or wear.

6. Warranty Claims

Warranty periods vary by product and manufacturer.
Most warranty claims are handled via:

• Manufacturer service agents
• Onsite service where included
• Return-to-base repairs

Improper installation voids warranties.