Refund policy

Ice Machines Brisbane – Refunds, Returns & Consumer Guarantees

At Ice Machines Brisbane, we are committed to supplying quality commercial ice machines, ice storage bins, dispensers, water filtration systems, accessories and spare parts Australia-wide.

This policy is provided in addition to your rights under the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement or refund where products:

  • Are faulty or defective
  • Are not fit for their intended purpose
  • Do not match their description
  • Fail to meet the consumer guarantees under the Australian Consumer Law

For major failures, customers may choose a refund or replacement in accordance with the Australian Consumer Law.

Change of Mind Returns

Due to the commercial nature of many products sold through Ice Machines Brisbane, we generally do not offer refunds for change of mind purchases.

However, at our discretion, we may approve a return request where the product is:

  • Unused
  • In its original packaging
  • In resalable condition
  • Returned within 14 days of delivery

Approved change of mind returns may be subject to:

  • Return freight charges
  • Manufacturer or supplier restocking fees where applicable
  • Original shipping charges, which may not be refundable

Special-order products, commercial equipment ordered specifically for a customer, clearance items and used products are generally not eligible for change of mind returns.

Damaged, Incorrect or Faulty Products

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery.

To help us assess your claim, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product, packaging and any damage

Where applicable, Ice Machines Brisbane will arrange a:

  • Repair
  • Replacement
  • Supply of replacement parts
  • Refund

in accordance with the Australian Consumer Law.

Warranty Claims

Many of our commercial ice machines and refrigeration products are backed by manufacturer warranties.

Warranty periods and conditions vary between brands and products.

To process a warranty claim, we may require:

  • Proof of purchase
  • Product model and serial number
  • Troubleshooting information
  • Photographs or videos of the issue
  • Return of the product or parts where required
  • Assessment by the manufacturer or an authorised service agent

Return Process

To request a return, warranty assessment or product support, please contact our team before returning any goods.

Ice Machines Brisbane

Email: info@procook.com.au

Phone: (07) 3868 4964

Please include:

  • Order number
  • Business or customer name
  • Contact details
  • Product model number
  • Description of the issue
  • Photographs where applicable

Returns must not be sent back without prior approval from our team.

Shipping Costs

For approved warranty or faulty product claims, return shipping arrangements will be assessed in accordance with the Australian Consumer Law and the manufacturer's warranty policy.

For approved change of mind returns, customers are generally responsible for all return shipping costs.

Commercial Equipment Installation

Commercial ice machines should be installed, operated and maintained in accordance with the manufacturer's installation and operating instructions.

Damage resulting from:

  • Incorrect installation
  • Misuse
  • Abuse
  • Neglect
  • Unauthorised modifications
  • Improper cleaning or maintenance
  • Failure to follow manufacturer guidelines may void the manufacturer's warranty.

Contact Us

If you require assistance with returns, warranty claims, spare parts or technical support, please contact the Ice Machines Brisbane team.

We are committed to providing reliable after-sales support for commercial and residential customers across Australia.