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Return Policy

At Pro Restaurant Equipment our mission is to Equip Your Dreams!

Overall Return Guidelines

  • All product returns require a Return Merchandise Authorization (RMA) number.
    • Contact our Customer Service Department To obtain a RMA Number at: 800-914-1991 or e-mail [email protected]
  • Most products that are new and unopened can be returned for a full refund or product exchange within 30 days.
  • Any items returned without contacting our Customer Service Department and first obtaining a Return Merchandise Authorization Number (RMA) will not be issued a refund.

Standard Return Policy

  • Shipping charges are non-refundable. If you return a product with "FREE SHIPPING", we will deduct the cost of the original shipping from your refund.
  • You will be responsible for paying the shipping costs for returning the product(s). A prepaid return label will be issued by the Customer Service Department, the cost of the return shipping 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 for products that have been opened and used.
  • Both the original cost of shipping and the cost of the return label will not be refunded and will be deducted from your refund.

Standard Return Policy For Products With Free Shipping

  • Shipping charges are non-refundable. If you return a product with "FREE SHIPPING", we will deduct the cost of the original shipping from your refund.
  • You will be responsible for paying the shipping costs for returning the product(s). A prepaid return label will be issued by the Customer Service Department, the cost of the return shipping 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 for products that have been opened and used.
  • Both the original cost of shipping and the cost of the return label will not be refunded and will be deducted from your refund.

Standard Return Policy For Products With Free Shipping & Returns

  • We will pay the original shipping charges. If you return a product with "FREE SHIPPING & RETURNS", we will not deduct the cost of the original shipping from your refund expect for expedited shipping charges. Expedited shipping charges will not be refunded.
  • We will pay the shipping charges for returning the product(s). A prepaid return label for an approved return will be issued by the Customer Service Department, the cost of the return shipping will not 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 for products that have been opened and used.

Standard Refurbished Return Policy

Refurbished product(s) are not eligible for refunds or returns.

These items are covered by a manufacturer’s warranty. For information about the manufacturer’s warranty, please refer to the product description, the warranty terms and conditions on the manufacturer website, or contact the manufacturer. We are not responsible for any errors in the product description.

If Items under this category are found to be defective or damaged upon delivery a replacement can be arranged as an exception.

Standard Used Return Policy

Used product(s) are not eligible for refunds or returns.

These items are not covered by a manufacturer’s warranty.

If Items under this category are found to be defective or damaged upon delivery a replacement can be arranged as an exception.

Non-Standard Manufacturer Return Policy

Some manufactures may have their own special return policies. These special cases will be listed in the products description. Some manufacturers do not accept returns and others charge a non-standard restock fee even if the product is in a new and unopened condition.

These items are covered by a manufacturer’s warranty. For information about the manufacturer’s warranty, please refer to the product description, the warranty terms and conditions on the manufacturer website, or contact the manufacturer. We are not responsible for any errors in the product description.

The return policies listed in the item descriptions will override the Standard Return Policies listed on this page.

45 Day Trial Guarantee Return Policy

Products purchased in accordance with the terms and conditions of the 45 Day Trial Guarantee can be returned for a full refund. The full terms and conditions can be found here: https://www.prorestaurantequipment.com/trial-terms-and-conditions


Additional Return Information

Refunds

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.

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.

For orders paid via check, ACH, or wire transfer a check will be issued and mailed out. A customer service representative will contact you to finalize the details of where to send the check.

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 [email protected] so that we can help you verify whether or not the return was actually received.

Late Or Missing Refunds

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 [email protected]

Exchanges

If you need to exchange any item for any reason, we are happy to help you exchange items for what you want. send us an email at [email protected] or call 800-914-1991 to initiate the exchange process.

Generally we recommend placing a new order for the correct items you need. We can assist you when you contact us, or you can place the new order directly on our website. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We will issue you a Return Merchandise Authorization (RMA) number, and you can either ship the items back to us, or we can issue you a prepaid return label. Once we receive the return, we will refund you for the amount of your original order minus any applicable return shipping charges or re-stocking fees.

If we are exchanging an item due to defect, we will send you a replacement item and issue you a prepaid return label. Depending on the item, we may first have the product returned and then send a replacement item, or we may do an advanced exchange. If we issue an advance exchange, we will have you provide us with a credit card authorization allowing us to charge you for any items we do not receive within the return period.

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).


Items Not Eligible for Returns

The following items are not eligible for returns. The return policy on the product pages will take precedence.

  • Used Items
  • Refurbished Items
  • Gift cards
  • Consumable items
    • Items subject to wear and tear including but not limited to knifes, grinder plates, or vegetable slicing disks
  • Sale or Clearance Items
  • Special Order Items
  • Any item not in its original condition, is damaged or missing parts for reasons not due to Pro Restaurant Equipment's error
  • Any item that is returned more than 30 days after delivery

If Items under this category are found to be defective or damaged upon delivery a replacement can be arranged as an exception.

Bundle Items

Bundles are offered to shoppers as a way to purchase multiple items together at a discounted price. If you wish to return a bundle for a refund, you must request a return within the valid time period and you must return the ENTIRE BUNDLE.