Frequently Asked Questions

Rest assured we are working on your order. if you havent had any updates please do not be alarmed, we are extremely busy. You can request an update via email sales@cater-connect.co.uk. Alternatively call our sales team 01227 8061818 for more information. 

We can change your delivery details pre dispatch, please note we are unable to change this once your product is out for delivery. This would be considered as an aborted delivery, fee's applicable. To change your delivery details, please email (only accepted method) your new details to sales@cater-connect.co.uk.

I can confirm we automatically supply VAT Invoices, if you havent recieved this within the inbox you placed the order using please also check the junk /spam inbox. If you cannot find this invoice please simply request one from our sales team via sales@cater-connect.co.uk. 

For Order's 30kg & below, delivery will be attempted twice before being returned back to our warehouse. Should this be returned you will need to pay a new delivery fee.

We offer a comprehensive industry wide returns policy- if your order hasnt been put into manufacturing or left the warehouse you are entitled to a full refund cancellation. 

If the product is unused & within original packaging this would be considered as a successful refund. Restocking Fee's are applicable for order above £25+, restocking fees range from 35-50% dependent on brand. 

If you have outlets gloablly or one off purchase, we can export goods internationally. We have a logistic network set up to achieve this. We also work with customers chosen / exisiting delivery companies.

With over 15,000+ products, we appreciate finding the right product is not always easy. The easiest route to obtaining the best product for you is speaking to our dedicated sales team. Alternatively you can use our buying guide to help you on electrical / gas requirements. Helping you select the right item to meet your needs.

The core difference between Unox LED, Touch, and Master ovens lies in the control panel technology, level of automation, and smart connectivity. These tier levels apply primarily to the popular Unox Bakerlux Shop.Pro commercial convection oven line. READ MORE

The average payback timeline for upgrading to energy-efficient commercial kitchen equipment typically ranges from 3 to 5 years, depending on the appliance and your utility rates. However, some high-impact upgrades can yield returns in just a few months.

Commercial Dishwashers: Energy Star-rated dishwashers save significantly on both water and sewer bills, paying for themselves in 1.5 to 3 years.

Refrigeration Units: Switching from older legacy units to high-efficiency models can yield returns in about 2 to 3 years due to continuous 24/7 power consumption.

Cooking Equipment (Ovens/Fryers): Intelligent, connected cooking equipment often pays back in 2 to 4 years, depending on usage volume and fuel type.

Evaluating the true Return on Investment (ROI) requires considering more than just the sticker price. Factors like unscheduled downtime (which can cost £380–£900 per hour), total equipment lifespan (15–20 years vs. 5–7 years for budget models), and residual equipment value all factor into the overall picture.

We offer a industry recognised returns policy. For more information please visit our returns policy. 

In the unlikely event that you've discovered a fault with a product, ordered the wrong item or even just looking to buy a spare part or accessory for an item you already own, we're here to support you. Please report product issues via our contact us page at the top of the page. 

We have an active warranty deposit holding scheme to safeguard our business - manufacturing warranty covers elements that have failed. Manufacturing warranty however does not cover call outs for the following:

-User Accidental Damage

-Poor Maintenance 

-Incorrect Installation

-External Electrical Issues

-Installation Not Carried Out By Commercial Engineers

Warranty Holding Deposits Are Returned To End Users Within 48 Hours Of The Engineer Logging Their Job Sheet- Confirming Warranty Was Used & Valid.

Please view our top 5 selling bakery ovens page. We update this page annually based on the best selling & customer feedback recieved on their bakery ovens. View Here

During the UK summer months we recieve increase call outs from customers specifically relating to refrigeration temperatures fluctuating. Most commonly the refrigeration is working perfectly well, struggling to reject heat- most units operate correctly under temperatures of 30-35c. It maybe worth noting for future purchases opting for a brand such as Precision, Williams, Foster, Hoshizaki & True which operate at ambient temperautes of up to 43c.  

Our best selling fryer brand has to be from with the Blue Seal Catering Portfolio- CF2, GT45, E44 & FF18 Commercial Fryers. Click Here To View: Blue Seal Fryers

We Work With Market Leading Commercial Refrigeration Brands- True & Hoshizaki Are Industry Leaders With Exceptional 5-7 Year Product Warranty. 

Catering Appliance Installations (Gas & Electric Appliances) take on average between 3-5 working days from order to installation.

Yes-this is a charged service. Prices flucuate dependent on the product and method in which we legally have to follow safely disposing the product. Product: Catering Appliance Removal Service