- Return Policy
At Pro Restaurant Equipment, we'd like to make your shopping experience as easy as possible!
Any unused items in their original, unopened packaging can be returned for a full refund or product exchange within 30 days of original purchase. Sale or Clearance Items cannot be returned or exchanged unless defective.
First contact our Customer Service Department to obtain an RMA Number. CALL 800-914-1991
Any items returned without contacting our Customer Service Department and first obtaining a Return Merchandise Authorization Number (RMA) will not be issued a refund.
Your full original merchandise purchase price will be refunded if the following procedures and conditions are followed. Shipping charges are non-refundable.
Call our Customer Service Department (800-914-1991) for instructions for the return and to receive a Return Merchandise Authorization (RMA) number, the RMA number must be printed on the return package and the return label. If the number is missing from the package, your return may be refused at our warehouse and no credit or exchange will be processed.
Return the unused product in its original packaging and with all accessories, components, and paperwork included, following all instructions provided by your Customer Service Specialist.
All returns must be prepaid and not sent freight-collect. Your return package may be refused if it is sent freight collect. You are responsible for all return shipping charges unless we made an order error. For your convenience, we may also issue you prepaid return label, but if you use the return label we issue, the cost of the return label will be deducted from any refunds or credits we issue to you.
We reserve the right to inspect all returns and you may be charged a re-stocking fee of 20% or more if the above conditions have not been met. Save all packaging materials and make sure to carefully re-pack your return to ensure that it is complete and properly protected. The cost of any missing items or items that we receive damaged due to improper packaging will be charged a restocking fee or may even be denied a refund.
Special ordered or custom-made products that we do not normally inventory are subject to the manufacturer's return policies, and may not be approved for return.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept returns for products that are sanitary goods, hazardous materials, or flammable liquids or gases. Special Order Items are subject to the manufacturer's return policies and we may not be able to accept returns.
Additional non-returnable items:
- Gift cards
- Consumable items
- Items subject to wear and tear such as knifes or grinder plates
- Sale or Clearance Items
- Special Order Items
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and confirm the expected refund amount.
If you are approved, then your refund will be processed after deducting any applicable restocking and return shipping charges, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. All shipping charges are non-refundable.
If you do not receive an e-mail from us within 5 business days updating you on the status of your refund after tracking data has shown the return to be delivered to us, please contact us at 800-914-1991 or e-mail firstname.lastname@example.org so that we can help you verify whether or not the return was actually received.
Upon receiving a return request, we will provide you with the specific address to send the item. Please note the return address carefully as we cannot be responsible for mis-directed shipments.
You will be responsible for paying for your own shipping costs for returning your item. Remember, shipping costs are non-refundable. If you receive a refund for a "FREE SHIPPING" item, the original cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please use a shipping carrier with tracking service and purchase shipping insurance. We don’t guarantee that we will receive your returned item. We are absolutely not responsible for any lost or misdirected shipments. We will not refund you if we never receive your return. If you send the return using your own carrier, please e-mail email@example.com with your RMA number and associated tracking number so we can update our system with the tracking data.
Late or missing refunds (if applicable)
If you don't see a credit on your account after we have notified you that a refund was processed, first check your bank account or credit card activity again and look at any pending transactions.
Then contact your credit card company, it may take some time before your refund is officially posted to your account.
Next contact your bank. There is often some processing time before a refund is posted to your account.
If you’ve done all of this and you still have not received your refund yet, please contact us again at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded unless defective.
Exchanges (if applicable)
We will be happy to exchange items if they are found to be defective or if you changed your mind. If you need to exchange an item, send us an email at email@example.com or call 800-914-1991 to initiate the exchange process. For all defective items, you will be responsible for costs of shipping the defective items to us, and we will cover the costs of shipping to you. After our 30 day return and exchange period, any defects will need to be reported to the manufacturer directly and your product will be covered under their warranty (unless otherwise noted on the specific product page).
Advanced Exchanges (if applicable)
If you need a faster exchange, we recommend placing a new order for the items that you need to exchange so we can process and ship out the new items immediately. Then send the items you want to return back to us for refund. Once we receive the return, we will refund you for the amount of the returned items. Please send us an email at firstname.lastname@example.org to initiate the exchange process.
Refund Timeframe Expectations
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).