Refund policy
RETURN POLICY
At Restaurant City, your satisfaction is important to us. While we strive to ensure every order is accurate and in excellent condition, we understand that sometimes returns are necessary. Please read the policy below carefully before making your purchase.
RETURNS
Restaurant City accepts returns within 30 days from the date of purchase.
To be eligible for a return:
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Items must be in new, unused condition.
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Items must be free of damage and returned in the original packaging.
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All returns are subject to a 15% restocking fee.
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Shipping costs are nonrefundable and must be covered by the customer.
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Exchanges are not accepted.
Returns must be pre-approved. Any item returned without prior authorization may be refused and/or subject to additional fees beyond the standard restocking fee. Please contact us before initiating a return. Do not send your purchase back to the manufacturer.
RETURN PROCESS
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To initiate a return, please contact our customer service team via the Contact Us page with your order number and reason for return.
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Once approved, you will receive return instructions.
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Ship your item using a trackable service and consider adding insurance. Restaurant City is not responsible for lost or damaged return shipments.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected:
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You will receive an email notification regarding the status of your refund.
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If approved, your refund will be processed to your original payment method, less the applicable restocking fee and any shipping costs incurred by Restaurant City. Refunds will typically be processed within 15 days of your return being approved.
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Unapproved returns or items not meeting return conditions may incur additional deductions or be rejected.
CANCELLATIONS
Orders cancelled before shipment may be eligible for a refund, minus a 15% processing and restocking fee. This fee covers nonrefundable charges imposed by our payment processor. We recommend reviewing your order carefully before checkout.
SHIPPING DAMAGE OR INCORRECT ITEMS
All delivered items should be inspected carefully before signing the Bill of Lading (BOL). If you receive a damaged or defective unit, please refer to our Shipping Policy for proper procedure.
If you receive an item different from what was ordered, notify us immediately. While we provide detailed specifications on product pages, we cannot guarantee product compatibility for specific use cases. Please contact us prior to ordering if you have questions.