Equipment returns

CUSTOMERS can return equipment to us for a multitude of reasons, specifically:

Change of circumstances

If you’re renting equipment from us and your situation has evolved or the equipment no longer fits the bill, you may be able to return it to us.

If you have a contract on Rent–Try–Buy or Loyalty, you are able to return the equipment after the 12-month agreement expires ^. If you are on a Lease-to-Keep contract, you cannot return the equipment.

^ If you don’t exercise any of your end-of-term options, you can continue renting month-to-month for as long as you need to. You can still return the equipment at any time.

Equipment upgrade

Customers renting equipment under a 12-month Rent–Try–Buy or Loyalty agreement can upgrade their equipment at any time.

If you go this route, we can arrange for the original equipment to be freighted back to us at your cost.

You’ll also bear the cost for us to clean and service the equipment so it can be certified and remarketed.

We’ll then ask you to enter into a new 12-month rental agreement covering the
upgraded equipment, which will then be shipped to you.

Wrong or damaged-in-transit equipment

If the Certified Used or clearance equipment we deliver to a customer differs from the published specifications or sustains damage during transportation, the customer is required to notify us in writing within seven business days of the delivery date.

We’ll then arrange and pay for the return of the wrong or damaged equipment to us.

Unless the customer notifies SilverChef within seven days, we’ll assume the right equipment has been received by the customer in satisfactory condition.

Change of mind / Cancellation

If a customer wants to return equipment because they’ve had second thoughts, they can ask SilverChef to cancel the equipment order.

If we provide written consent to cancel the order, the customer will be responsible for ferrying the equipment back to us and will incur a re-stocking fee of 15% of the equipment’s invoice value.

Warranty claim / Faulty equipment

If your Certified Used or clearance equipment experiences a covered fault (as decided on by SilverChef) while still under its three-month warranty, we’ll arrange a free repair, replacement, or refund.

If we replace the equipment or refund you, we’ll arrange and pay for the defective equipment to be returned to us.

Who organises and pays for returns?

The party responsible for organising and paying for the equipment’s return depends on the reason for its return (see table).

Regardless of who’s responsible, customers are required to contact SilverChef to let us know the equipment is being returned.

Reason for return of equipment	Party responsible for organising and paying for return of equipment
Change of circumstances †	Customer
Equipment upgrade †	SilverChef can organise for the original equipment to be returned to us at the customer’s cost.
Wrong or damaged-in-transit equipment	SilverChef
Change of mind / Cancellation	Customer
Warranty claim / Faulty equipment	SilverChef

† Rent–Try–Buy and Loyalty customers only.

Equipment returns process

1. You notify us

You email SilverChef or call us on 0800 453 010 to let us know you plan to return the equipment. You must give us four weeks’ notice (unless the return is tied to an equipment upgrade, damaged-in-transit equipment, or a warranty claim).

2. We send letter

We send you a ‘return letter’ that explains how to return the equipment to us. The four-week notice period — if applicable — will start on the day we get your reply to our letter.

3. Delivery arranged

You arrange for the equipment to be hauled to a SilverChef warehouse selected by us at your own expense (unless the return is associated with an equipment upgrade, damaged-in-transit equipment, or a warranty claim, in which case we’ll organise the transport).

4. We send return statement

We send you a ‘return statement’ showing the balance of your contract — your security bond minus any costs that apply (e.g. equipment cleaning and servicing, re-stocking fee, unpaid rent, freight charges). If there’s a surplus, we’ll refund it to you.

Customer returns costs

If the customer is responsible for paying for the return of the equipment (see table), they’ll be liable for two of the three following costs:

Cost	Details
Transportation	The cost is based on the dimensions and weight of the equipment and the number of kilometres it has to be transported (assuming the customer doesn’t return the equipment using their own vehicle). We recommend the customer ask for at least three quotes and picks a sensitive-freight trucking company or courier to lower the risk of damage during transit (otherwise, the customer may have to foot the bill to repair or replace the equipment if it’s damaged).
Equipment processing (e.g. cleaning and servicing)	These fees fluctuate according to, for example, the type of equipment and the state it’s in (Good vs Poor). The better the equipment’s state when it’s returned, the lower the fees. See our equipment processing fees (PDF) (If the equipment is returned without all of its original parts or accessories, the customer will be charged extra.)
Re-stocking	This charge — 15% of the equipment’s invoice value — concerns only customers who are returning the equipment because they’ve changed their mind and want to cancel their order. They’ll also be responsible for shipping the equipment back to SilverChef but will not be charged any equipment-processing fees.

Frequently asked questions

Do I need to let you know beforehand that I’m returning the equipment?

Whether a customer needs to give us a heads-up of their plan to return the equipment depends on the reason behind the equipment’s return.

If there is a change in the customer's circumstances or equipment no longer satisfies their demands, they'll need to give 4 weeks notice. We'll send the customer a 'return letter'; the notice period will commence on the day we get their reply to our letter.

For an equipment upgrade or change of mind/cancellation, there is no notice period.

Notice period is not applicable for wrong or damaged-in-transit equipment, or for a warranty claim or faulty equipment.

How do I return the equipment to SilverChef?

If you’re responsible for arranging and/or paying for the return of the equipment to us, please call us on 0800 453 010.

Later, we’ll send you a ‘return letter’ that explains how to return the equipment to us.

After you’ve acknowledged receipt of the letter, we’ll send you a return label/s to attach to the equipment.

You’ll then need to organise for the equipment to be hauled to the address of the SilverChef warehouse on the label (Auckland or Christchurch). (This is assuming you don’t use your own vehicle to return the equipment.)

We recommend you ask for at least three quotes and pick a sensitive-freight trucking company or courier to lower the risk of damage during transit (otherwise, you may have to foot the bill to repair or replace the equipment if it’s damaged).

If SilverChef is responsible for arranging and paying for the equipment’s return, we’ll send you a return letter.

After you’ve acknowledged receipt of the letter, we’ll send you a return label/s to attach to the equipment. We’ll handle everything from that moment onward.

For more information, please call us on 0800 453 010.

Why do you charge for cleaning and servicing returned equipment?

When equipment is returned to us, and even if it’s been well cleaned externally, it usually has dust, dirt, and grime on the inside that’s difficult for customers to get to.

Furthermore, the equipment almost always has run-down or broken components that need to be mended or replaced.

In order to certify and remarket this equipment, we must pay to get it professionally cleaned inside and out and serviced.

This is done to return the equipment as close as possible to its original condition and comply with New Zealand health and safety standards.

It assures customers who get ‘Certified Used’ equipment from SilverChef that it’s in the best possible condition.

What happens if I return the equipment early?

If you’re a Rent–Try–Buy or Loyalty customer and you return the equipment before the end of the 12-month agreement due to a change in circumstances, you’ll be liable for the return costs (e.g. transportation, cleaning and servicing) and all the unpaid rental payments remaining on the agreement.

Please note that you must tell us four weeks’ in advance of your plan to return the equipment early.

How can I lower my equipment-return costs?

If you’re required to pay for the equipment’s return, here are some ways you can lower the cost:

transportation — if sorting out the transport yourself get no less than three quotes
cleaning — clean the equipment as best you can (we don't expect you to pull the equipment apart in order to access its interior)
servicing — proactively maintain the equipment and get a qualified technician to service it at the prescribed intervals
accessories — ensure the equipment is returned with the accessories it originally came with.

How quickly can I expect to get my security bond back?

Following the return of the equipment, we’ll provide you with a ‘return statement’ showing the balance of your account — your security bond less any transport and equipment-processing (e.g. cleaning and servicing) costs that apply.

If your bond is insufficient to cover these expenses, the statement will reflect you the remaining balance owed to us.

Conversely, if your bond exceeds these costs, we’ll refund the surplus to you within 2–4 weeks.

More information

For more information about equipment returns, please read our terms and conditions