Return and refund policy

At The Chef Store, we're committed to your satisfaction. Our return policy is designed to be clear and straightforward, so you understand your options when returning a product. Please review the details below, and contact us anytime with questions.

Return Eligibility

To be eligible for return, items should meet ALL of the following conditions:

CONDITION REQUIREMENTS:

Completely unused - Product has never been operated, tested beyond basic inspection, or put into service
Uninstalled - Product has not been installed, mounted, or connected to utilities (gas, water, electric, etc.)
Original packaging - All original boxes, foam, plastic wrapping, and packaging materials intact
Original condition - Product is in the exact same condition as received, as determined by our inspection
Complete - All parts, accessories, manuals, hardware, and components included
No damage - No customer-caused damage, modifications, or alterations

PROCESS REQUIREMENTS:

RMA required - Return Merchandise Authorization (RMA) should be obtained before shipping
Within 30 days - Return should be initiated within 30 days of delivery

IMPORTANT: Items that do not meet these conditions will be refused and returned to sender at your expense with no refund. Exception requests may be considered on a case-by-case basis.

Items that have been installed, used, or modified are not eligible for standard returns.

How to Initiate a Return

Email us at cs@thechefstore.com or use our self-serve Returns and Exchanges Portal here
Once approved, we will issue a Return Merchandise Authorization (RMA) number and provide detailed return instructions
Items sent back without an RMA number cannot be processed and may be refused or returned to sender

Please contact us for an RMA before shipping any return.

Defective, Damaged, or Incorrect Items

We stand behind the quality of every product we sell. If you receive a defective, damaged, or incorrect item, we will make it right.

IMPORTANT: Please contact us before returning any item to obtain authorization. Unauthorized returns may be refused or returned to sender.

HOW TO REPORT A DEFECT:

Contact us within 7 days of delivery at cs@thechefstore.com
Provide the following:
- Order number
- Photos clearly showing the defect or damage
- Detailed description of the issue
- Video demonstration (for performance issues)
We will review your claim within 1-2 business days
If approved, we will issue a Return Authorization (RA) number and provide return instructions:
- Standard shipments: Prepaid return label via email
- LTL freight: We schedule freight pickup at your location

THE RETURN PROCESS:

FOR STANDARD GROUND SHIPMENTS (UPS, FedEx, etc.):

Pack the item securely in original packaging (if possible)
Include the RA number on the outside of the box
Print and attach the prepaid return label we email you
Drop off at carrier location or schedule pickup
Our technicians will inspect the item upon receipt

FOR LTL FREIGHT SHIPMENTS:

Contact us immediately - we will arrange freight pickup
Keep item in original packaging (do not discard)
We will schedule the freight carrier to pick up at your location
Note the RA number for the driver
Our technicians will inspect upon receipt

We handle all freight return logistics for defective items at no cost to you.

INSPECTION & RESOLUTION:

After inspection (typically 3-5 business days), we will contact you with results:

IF MANUFACTURING DEFECT CONFIRMED:

Your choice of:

Replacement shipped at no cost, OR
Full refund to original payment method

No restocking fee or return shipping charges for verified manufacturing defects.

IF NO MANUFACTURING DEFECT FOUND: (Customer damage, misuse, improper installation, external factors)

You may choose to:

Have the item returned to you (you pay return shipping), OR
Process under standard return policy (25% restocking fee + return shipping at your expense + original shipping deduction)

WHAT IS A "MANUFACTURING DEFECT"?

A manufacturing defect means the product does not function as designed due to a fault in manufacturing, materials, or workmanship under normal use and proper installation.

Not considered manufacturing defects:

Damage from improper installation or modification
Damage from misuse or abuse
Damage from external factors (water, impact, environmental)
Cosmetic issues that don't affect function
Normal wear and tear

All defect claims are evaluated on a case-by-case basis based on inspection findings.

MANUFACTURER WARRANTIES:

After the initial 7-day period, equipment defects or performance issues may be handled through the manufacturer warranty process. We will assist you with warranty claims and coordination with the manufacturer. Manufacturer warranty terms vary by product and brand.

Shipping Damage

STANDARD GROUND SHIPMENTS:

For shipments via UPS, FedEx, or other parcel carriers:

IF DAMAGE IS VISIBLE AT DELIVERY:

OPTION 1 - Refuse Shipment (Recommended):

Write "REFUSED - DAMAGED" on delivery paperwork
Take photos of damage before driver leaves
Contact us immediately at cs@thechefstore.com

Result: We file freight claim and ship replacement at no cost, OR process full refund.

OPTION 2 - Accept with Damage Notation (Minor cosmetic only):

Note specific damage on delivery receipt
Take detailed photos
Contact us within 24 hours

Result: Cosmetic damage claim (limited to 10% of product value). This may limit replacement/refund options.

IF YOU SIGN AS "RECEIVED IN GOOD CONDITION":

You have legally accepted the shipment as undamaged
Freight carriers will deny insurance claims
Standard return policy applies if you wish to return (25% restocking fee + return shipping + original shipping deduction)

LTL FREIGHT SHIPMENTS:

Items shipped via LTL freight require complete inspection at delivery.

At Delivery - Before Driver Leaves:

Please ensure you:

Be present for the scheduled delivery
Open the packaging and inspect the product in the driver's presence
Check for damage - both exterior and product itself
Refuse OR note damage on delivery paperwork before signing

IMPORTANT: For LTL freight, please open and inspect the product before the driver leaves. Signing without inspection means you accept full responsibility for any damage.

IF DAMAGE IS FOUND DURING INSPECTION:

OPTION 1 - Refuse Shipment (Recommended for significant damage):

Write "REFUSED - DAMAGED" on delivery paperwork
Document damage with photos before driver leaves
Contact us immediately at cs@thechefstore.com

Result: We file freight claim and ship replacement at no cost, OR process full refund. No fees.

OPTION 2 - Accept with Notation (Minor cosmetic damage only):

Note specific damage on delivery paperwork (e.g., "small scratch on left panel - see photos")
Take detailed photos with driver present
Have driver acknowledge notation
Contact us within 24 hours

Result: Cosmetic damage claim (limited to 10% of product value). This may limit replacement/refund options.

IF YOU SIGN WITHOUT OPENING/INSPECTING:

You have legally accepted the shipment as undamaged
Freight carriers will deny any damage claims
Standard return policy applies (25% restocking fee + return shipping + original shipping deduction)

This is required for LTL freight deliveries to ensure freight insurance coverage.

WHAT TO INSPECT:

Check for:

Exterior damage (dents, scratches, cracks)
Missing parts or accessories
Functional damage (broken components, loose parts)
Shipping materials inside packaging (ensure nothing shifted)
Product matches what you ordered

Take your time - drivers understand this is required for freight deliveries.

DRIVER WAIT TIME:

LTL freight drivers are required to wait while you inspect. This is standard industry practice.

If the driver refuses to wait or pressures you to sign:

Do NOT sign
Contact us immediately at cs@thechefstore.com
We will contact the freight company

Your right to inspect is protected by freight regulations.

Standard Returns (Non-Defective Items)

For returns of non-defective items (change of mind, no longer needed, etc.):

Return Shipping Method

Returns should be shipped back to us at your expense, except for defective, damaged, or incorrect items:
- Defective standard shipments: We provide prepaid return label
- Defective LTL freight: We arrange and pay for freight pickup
You are responsible for arranging and paying for return shipping of non-defective items
We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item
For LTL freight returns, contact us for shipping options. LTL return costs typically range from $150-$500

Return Costs and Fees

FOR DEFECTIVE, DAMAGED, OR INCORRECT ITEMS:

(When confirmed by inspection)

No restocking fee
Free return shipping:
- Standard shipments: Prepaid return label provided
- LTL freight: We arrange and pay for freight pickup
No deduction for original shipping cost
Full refund or replacement

FOR NON-DEFECTIVE RETURNS:

(Eligible - unused, uninstalled, original packaging)

You are responsible for:

Return Shipping Costs - You arrange and pay for return shipping
Restocking Fee - 25% of purchase price
Original Shipping Reimbursement - If your order included free shipping, the actual cost we paid to ship to you will be deducted from your refund

Why we deduct original shipping:

"Free shipping" applies to completed purchases. When a non-defective item is returned, the purchase is not completed, and we cannot recover the shipping cost we paid to deliver it to you. The original shipping cost is deducted from your refund to offset this expense. For defective items, we cover all shipping costs as the issue was our responsibility.

FOR NON-ELIGIBLE RETURNS:

(Used, installed, missing parts, damaged packaging)

Items that do not meet eligibility requirements will be refused and returned to sender at your expense with no refund.

This includes:

Items that have been used, installed, or put into service
Items missing original packaging or with damaged packaging
Items with customer-caused damage or modifications
Items missing parts or accessories
Items that do not match condition reported when requesting RMA

Inspection results are final. Non-eligible returns will be shipped back to you at your expense. You will be charged for return shipping costs.

EXCEPTION REQUESTS: If you believe there are extenuating circumstances (such as packaging damaged during return shipping, special circumstances, etc.), contact us at cs@thechefstore.com BEFORE shipping your return or immediately upon receiving notice of refusal. We will review exception requests on a case-by-case basis at our sole discretion. Exception approval is not guaranteed.

If an exception is granted, a significantly reduced refund may be offered (up to 50% restocking fee + original shipping + additional fees). Full refund is not available for non-eligible returns even with approved exceptions.

To avoid refusal: Only return items that are truly unused, uninstalled, complete, and in original condition.

Refunds

Once we receive and inspect your return, we will issue a refund to your original payment method within 14 business days.

REFUND CALCULATIONS:

FOR DEFECTIVE/DAMAGED ITEMS (confirmed by inspection):

Full refund with no deductions

Example: $5,000 item → $5,000 refund

FOR NON-DEFECTIVE RETURNS (eligible - unused/uninstalled):

Purchase Price - 25% Restocking Fee - Original Shipping Cost = Your Refund

Example 1 - Standard Ground Shipping:

Item price: $500
Original shipping: $50
Refund: $500 - $125 (restocking) - $50 (shipping) = $325

Example 2 - LTL Freight:

Item price: $5,000
Original freight: $300
Refund: $5,000 - $1,250 (restocking) - $300 (freight) = $3,450

FOR NON-ELIGIBLE RETURNS (used/installed/incomplete):

Non-eligible returns are refused and returned to sender with no refund. See "Return Inspection and Approval" section for details.

To receive a refund, items should be unused, uninstalled, complete, and in original packaging.

If more than 30 days have passed since your refund was approved, please contact us at cs@thechefstore.com.

Return Inspection and Approval

All returns are subject to inspection upon receipt to verify:

Item is unused and uninstalled (no signs of use or installation)
Original packaging and condition maintained
All accessories and components included
No customer-caused damage
Condition matches what was reported when requesting RMA

INSPECTION OUTCOMES:

IF ITEM MEETS ELIGIBILITY REQUIREMENTS:

Standard refund applies:

Purchase price minus 25% restocking fee
Minus original shipping cost (if applicable)
Processed within 14 business days

IF ITEM DOES NOT MEET ELIGIBILITY REQUIREMENTS:

Item will be refused and returned to sender:

No refund issued
Item shipped back to you at your expense
You will be charged return shipping costs
Inspection decision is final

RARE EXCEPTION: In limited cases, at our sole discretion, we may offer to accept a non-eligible return with significantly reduced refund. This is not guaranteed and evaluated case-by-case.

To avoid refusal: Only return items that are truly unused, uninstalled, complete, and in original condition.