Refund policy

City Food Equipment reserves the right to accept or decline the return of an item at its sole discretion. We offer a seven (7) day return policy, meaning you have seven (7) days after placing your order or receiving your items to request a return, subject to a 30% restocking fee and any applicable shipping charges.

Excluding defective merchandise, all returned items must be unused, sealed, complete in their original packaging with instructions and all accessories, in working order, and in new condition.

Items sent back to City Food Equipment or a Manufacturer without first requesting a return through our Customer Service Department will not be accepted.

Special Orders

No returns are accepted on special order items. A special order item is one that is not commercially available off-the-shelf (COTS) and is manufactured to order by the product manufacturer, or one that involves a custom configuration. Special order items may be identified on the product page of our website. If you are unsure whether an item is a special order, please contact City Food Equipment before placing your order.

Items Shipped From City Food Equipment Warehouses

All returned items must be returned unused, sealed, complete in original packaging with instructions and all accessories, in working order, and in new condition

Clearance items and 'scratch and dent' items are not returnable.

Items Shipped Directly From The Manufacturer

Only commercial off-the-shelf (COTS) items shipped directly from the manufacturer may be returned. All returned items must be unused, sealed, complete in their original packaging with instructions and all accessories, in working order, and in new condition. Returns are subject to the manufacturer's return policy and a minimum 30% restocking fee, or the manufacturer's restocking fee if different.

To initiate a return to the manufacturer, please contact our City Food Equipment Customer Service Department at sales@cityfoodequipment.com.

Defective Item Return

Damaged Shipment

Please inspect your order upon receipt. If you notice any damage to the packaging or the item, please REFUSE the delivery, note the damage on the Bill of Lading (BOL) by writing "rejected/damaged," and return the unit with the driver. We request that you take pictures of all the damages, as this will help us file a claim and expedite your refund. The buyer must contact City Food Equipment within forty-eight (48) hours of refusing the delivery of the damaged item.

Defective Items

If an item is defective, the buyer must contact City Food Equipment within forty-eight (48) hours of taking delivery. A Return Authorization (RA) number will be issued, and a call tag provided. The buyer must return the defective item to City Food Equipment within five (5) days of receiving the RA number. Upon receipt, City Food Equipment will inspect the item, and it is at the sole discretion of City Food Equipment to determine if the item is defective.

If the item is deemed defective, City Food Equipment will work to promptly exchange it. If an exchange is not feasible, City Food Equipment will credit the buyer's account for the amount paid. If the item is deemed non-defective, City Food Equipment may, at its discretion, accept the return of the item, with restocking fees applied.

Return Shipping Fees

All shipping fees are the buyer’s responsibility (To and From). These fees may be applied after the return has been completed.

Return Process

To start a return, please contact City Food Equipment Customer Service at sales@cityfoodequipment.com. If your return is accepted, we will provide you with instructions on how and where to send your package.

Except for defective merchandise, all returned items must be unused, sealed, complete in their original packaging with instructions and all accessories, in working order, and in new condition.

Items sent back to City Food Equipment or a Manufacturer without first requesting a return through our Customer Service Department will not be accepted.

Refunds

Upon receipt and inspection of returned items, the buyer’s credit card will be credited for the amount paid for the item, minus the applicable restocking fees and any shipping charges.

Why do we charge restocking fees? Simple. To keep our prices as low as possible for you! When an item is returned, there are various costs associated with processing that return. Companies that do not charge restocking fees often pass these costs onto their customers through higher prices. Rather than raising our prices and charging every customer for the costs of returns, we only apply a restocking fee for items that are returned to us. The industry standard for restocking fees is 30%.

If you have any questions about returns, feel free to contact us before placing your order at sales@cityfoodequipment.com.