Start with the parcel checks on delivery
Please check the parcel as soon as it arrives. If the outer packaging is damaged, note it with the courier before signing where possible. For parts sent nationwide from our Midrand depot, quick checking helps us sort issues before the job is delayed on site.
If you are fitting the part in a kitchen with heavy service use, compare the item against the old part before opening seals or removing labels. A short delay here can save a lot of back-and-forth later, especially with elements, thermostats, gaskets and switches where one small detail matters.
- Count every item against the invoice or delivery note
- Check part numbers, sizes and connection points
- Look for transit damage, missing fittings or broken seals
- Keep all packaging until the order is confirmed
How to report a shortage or incorrect part
If something is missing, or if we supplied the wrong part, contact us straight away on parts@foodservparts.co.za. Include the order number, the item name, and clear photos of what you received. The faster we get that detail, the quicker we can confirm the issue and advise the next step.
For mixed orders, please separate the correct items from the item in question and keep them together. Do not fit the part if you suspect it is wrong. Once it has been installed, tested or modified, we may not be able to treat it as a return, even if it turns out the application was not correct.
- Order number and invoice copy
- Photo of the full parcel contents
- Photo of the part label or code
- Short note describing what is missing or incorrect
Returns for unused stock parts
We may accept returns on standard stock parts that are unused, uninstalled and still in original condition. This applies best to items that have not been wired, fitted, trimmed, soldered, glued or handled in a way that affects resale. Parts with broken seals, cut leads or altered fittings are usually not suitable for return.
Before sending anything back, ask us for approval so we can confirm the item and advise the return method. Please do not dispatch parcels without prior agreement, because unapproved returns can be delayed or refused. In hot coastal areas like Durban and Cape Town, keep returned parts dry and packed properly to avoid corrosion or moisture marks.
- Unused and in original packaging where possible
- No installation marks or field modifications
- Returned with proof of purchase
- Sent only after return approval is issued
Parts supplied in error or damaged in transit
If we supplied a part that does not match the order, or if the item was damaged while in transit, we will work with you to put it right. In these cases we may ask for photos, the courier label, and the unpacked item so we can confirm what happened. Keep the box, inner wrapping and any broken pieces, because these details help with the claim.
Where a replacement is needed, we will arrange the next step once the issue is verified. If the order is urgent for a restaurant, school kitchen or lodge, tell us that in your message so we can prioritise the follow-up. We know a fryer down on a Friday night or a dishwasher out during service can stop the whole operation.
- Photograph the damage before moving the item
- Keep all packing materials
- Send the order reference and delivery address
- Tell us if the equipment is out of service
Electrical parts, fitted parts and post-fit testing
Electrical items like elements, thermostats and switches must be tested and fitted correctly, and that work should be done by a competent technician. If a part has been connected, powered up or installed, please let us know exactly what happened and what readings or fault signs were seen. A bad setting, loose terminal or wiring issue can look like a faulty part when it is not.
For fitted parts, our team may ask questions about the appliance model, the serial details and the symptoms before giving a return decision. This is normal, and it helps avoid unnecessary collection or replacement. We also recommend post-fit testing where available, because a fresh part can still need correct calibration after fitting.
Packing the item back safely
When we ask you to send a part back, pack it properly so it arrives in the same condition it left your site. Use the original box if you still have it, and add enough padding so the part does not move around. Small parts can be wrapped in paper or bubble wrap, while heavier items should be secured well, no loose ends or open flaps.
Write the return reference clearly on the parcel and use a service with tracking where possible. That helps us follow the item from your branch, whether it is coming from Pretoria, Johannesburg, Bloemfontein or the coast. If your site has loading bay rules or access control, please let us know before dispatch so there are no hold-ups.
- Use a sturdy carton or the original packaging
- Pad the part so it cannot shift in transit
- Include the return reference inside and outside
- Send tracking details once the parcel is on the way
When a return may not be accepted
Some items cannot be returned, especially if they were installed, damaged after delivery, ordered to a special specification, or altered during fitting. We also cannot take back parts with clear signs of misuse, exposure to water, heat or chemical cleaning, or items that were ordered correctly but no longer suit the equipment because the machine was changed on site.
If you are unsure, ask before fitting. It is always better to check compatibility first than to try a return after the fact. Our team can assist with part identification and compatibility checks before you open the packet, which saves time and avoids waste.
Please allow us a little time to assess the issue once we receive your email and supporting photos. We aim to keep the process practical and fair, and we will always tell you what we need next.
