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Refund policy

Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Restaurant Pro Shop is committed to enhancing your shopping experience with professional service. We happily accept returns within 14 days of purchase for all damaged items in their original packaging. The customer is responsible for any associated shipping costs and a minimum 25% restocking fee. Prior to returning, please obtain a return authorization. Custom items, equipment with optional accessories, or made-to-order items are non-returnable. For a return authorization, please reach out to our Customer Service. Upon receiving and inspecting the returned products, a refund will be issued to the original payment method. Restaurant Pro Shop reserves the right to decline any return that does not meet the specified conditions.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@restaurantproshop.com. Please note that returns will need to be sent to the following address: Jennessy Capital LLC, 1199 US Highway 22, Mountainside, NJ 07092.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@restaurantproshop.com

THERE ARE NO RETURNS ONCE THE ITEM HAS BEEN USED.


Damages and Issues
Restaurant Pro Shop goes to great lengths to ensure the safe and secure shipment of your items. Due to the liability terms of trucking companies, it is essential to inspect your order at the time of delivery and document any damage or suspected damage on the driver's paperwork. Failure to report damages before the truck departs will prevent us from offering any credits for the damaged items. In the unlikely event that your item arrives damaged or defective, and you have noted the damage on the driver's paperwork, please inform us of the damage within 48 hours. We will need photos of the damage, pictures of the packaging, a copy of the signed Bill of Lading (BOL), and you must retain all products and shipping materials until a resolution is provided. Alternatively, if you are uncertain about the condition of an item or are unable to thoroughly inspect the merchandise before the truck departs, you may choose to refuse the delivery. Regardless, it is crucial to notify us of any concerns regarding damage within 48 hours of delivery.

 

White Glove Delivery
Standard common carrier delivery options cover the cost of getting an item to your shipping address, but our White Glove delivery service from Restaurant Pro Shop takes it a step further! The White Glove Salesman from Restaurant Pro Shop will call to schedule a delivery appointment within a 4-hour time frame, offering you flexibility around your busy schedule and allowing time to prepare the space for your item. Upon delivery, trained professionals will unload your item from the truck, bring it into the room of your choice, unpack the item, and remove all packaging debris from the premises.

Please note that opting for White Glove delivery may typically extend your order's transit time by 5 – 7 business days, and it includes only 30 minutes of on-site time. If on-site time beyond 30 minutes is necessary, you may be responsible for additional fees. On-site time begins when the agents arrive.

While the agents will bring the items into your chosen location, it's important to note that this service does not include the setup of the items being delivered, such as the installation of tables, shelves, or other accessories.

When purchasing equipment, carefully check the dimensions of your space and any doors the item may go through before placing your order. All dimensions are listed on the item's page in the specification sheet for customer reference. If you are unsure whether an item will fit into your location, please contact Restaurant Pro Shop's customer service for assistance. In the event that an item cannot be delivered due to conflicts with the location, the order may be subject to a return and any associated costs.


Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. THERE ARE NO RETURNS ON APPROVED CUSTOM FABRICATED ITEMS.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@restaurantproshop.com.

 

Order Cancellation/Modification Policy
Please get in touch with us promptly if you wish to cancel an order! Once an order is in the process of being prepared in our warehouse and loaded for delivery, we cannot guarantee cancellation. To maintain the accuracy and efficiency of our order processing, we are unable to make modifications to orders after they have been placed. If you need to add or modify items, please call us to check if the order can be canceled and then reordered with the desired changes. If we are unable to cancel an order you no longer want or wish to modify, please refer to our Returns Policy.

If an order is eligible for cancellation, a 3% processing fee will be deducted from the refunded amount. This fee is applied to cover the costs associated with processing the refund.