Returns Policy

1. Return Eligibility

Returns may be accepted when the item meets all of the following conditions:

• The return request is submitted within 30 days of delivery.
• The product is unused, uninstalled, clean, and in resalable condition.
• The product is returned in its original packaging, including manuals, accessories, parts, and protective materials.
• The item is not a custom order, special order, final sale, clearance item, or non-returnable item.
• Continental Restaurant Equipment has approved the return before the item is shipped back.

2. Items That Cannot Be Returned

Some products are not eligible for return because of manufacturer restrictions, foodservice safety, installation, freight handling, or special-order status.

3. Restocking Fees and Return Shipping

Approved returns may be subject to a restocking fee of up to 35%. Return shipping, freight charges, insurance, packaging, and any carrier fees are the customer’s responsibility unless the return is due to an error confirmed by Continental Restaurant Equipment.

Original shipping, delivery, freight, handling, and processing charges are non-refundable unless otherwise approved in writing.

If an item is returned damaged, used, incomplete, improperly packaged, or without authorization, the return may be refused or additional charges may apply.

4. How to Request a Return

To request a return, please contact us before shipping anything back. Sending an item back without approval may delay processing or cause the return to be refused.

1. Contact Continental Restaurant Equipment within 30 days of delivery.
2. Provide your order number, name, phone number, email address, product name, and reason for return.
3. Send clear photos of the product, original packaging, labels, and any issue being reported.
4. Wait for return approval and return instructions.
5. Pack the item securely in the original packaging and follow the approved return shipping instructions.

5. Freight Deliveries, Damage, and Missing Items

Many commercial equipment orders are delivered by truck or freight carrier. Please inspect the shipment carefully before signing the delivery paperwork.

• Check the outside of the box, crate, pallet, and equipment for damage.
• If damage is visible, write the damage clearly on the delivery receipt before signing.
• Take photos of the damaged packaging, product, labels, and delivery paperwork.
• Contact us as soon as possible so we can help review the issue with the carrier or supplier.
• Do not throw away packaging until the issue has been reviewed.

6. Exchanges

Exchanges may be available for eligible products, subject to approval, product condition, manufacturer rules, stock availability, freight costs, and any price difference between the original item and replacement item.

If you ordered the wrong size, voltage, gas type, door configuration, capacity, or model, contact us immediately. We will review possible exchange options before the item is installed or used.

7. Order Cancellations

Cancellation requests must be made as soon as possible. Orders that have already been processed, shipped, prepared for freight pickup, ordered from a supplier, or placed as a special order may not be cancellable.

If a cancellation is approved after processing has started, supplier fees, restocking fees, payment processing costs, or freight charges may apply.

8. Refund Processing

Once an approved return is received and inspected, we will confirm whether the item meets the return conditions. Approved refunds are issued to the original payment method, less any applicable restocking fees, freight charges, missing item charges, damage charges, or other approved deductions.

Bank and credit card processing times may vary after a refund has been issued.

9. Warranty Issues

A warranty issue is different from a return. Many commercial equipment products are covered by manufacturer warranty terms. If your equipment has a mechanical, electrical, refrigeration, or parts issue after delivery or installation, contact us and we can help guide you toward the appropriate warranty process where available.

Warranty coverage, service approval, labour coverage, parts coverage, and service location may vary by manufacturer, product type, and installation conditions.

10. Before You Order Commercial Equipment

To reduce the chance of returns, please confirm the following before placing your order:

• Correct product size, width, depth, height, and door clearance
• Correct voltage, phase, plug type, gas type, or utility requirement
• Correct refrigeration, cooking, prep, dishwashing, or storage capacity
• Delivery access, doorway clearance, stairs, elevator access, and installation location
• Whether the item is stocked, special order, quote-only, or manufacturer-supplied

Our team can help review product details before purchase so you can choose equipment that fits your kitchen and operating needs.