CaterDirect operates a 14 day money back guarantee for most products.
If you are not completely satisfied with your purchase you can return it to us within 14 days of purchase, the item/s must be unused, in its original packaging, fully un-tampered with and fully inspected by our warehouse manager before a refund or replacement is made to you, whichever you prefer. A minimum re-stocking charge of 25% will be charged for most items, this will depend on the size and weight, this will include all heavy cooking and refrigeration appliances and will be at the discretion of CaterDirect Ltd.
Damaged or unchecked items must be reported to us with 24hrs of the goods being delivered to you.
If you need to return an item please complete the form caterdirect.com/returns
Under UK consumer law, specifically the Consumer Contracts Regulations 2013, a 14-day cooling-off period applies only to business-to-consumer (B2C) transactions—where goods or services are purchased by individuals for personal use, often online or at a distance. As a business-to-business (B2B) supplier, the transactions we process are not covered by these consumer protection rules. When a business buys from another business, it is assumed that the buyer has made a fully informed commercial decision, with the knowledge, understanding, and responsibility that comes with operating in a professional capacity.
For this reason, we do not offer a standard 14-day cooling-off period for unwanted items. However, we understand that mistakes can happen, which is why we do accept returns for unused goods that are still in their original packaging—subject to a 25% restocking fee, as outlined in our Terms of Trade. This policy helps us manage the handling, inspection, repackaging, and administrative costs involved in the return process, while maintaining competitive pricing and service levels for all our trade customers.
If you have any further questions or would like to discuss a return, we’re more than happy to help.
PLEASE NOTE; Spares & Special order items like stainless steel items including tables, sinks, canopies and furniture or non stock items that are made to order cannot be returned to us. Crockery, Glassware, Cutlery, Chef Knives and all A Grade items are also excluded from being returned to us. Goods that have been opened, marked/soiled, damaged or used will only be entitled to a partial refund (not exceeding 70% of the purchase price) after assessment by CaterDirect Ltd.
Our Returns Address Is
CaterDirect Ltd
E4 Barnfield Business Park. Barnfield Road, Folkestone, Kent, CT19 5SU