Refund policy
At COOLCHEF, we are committed to providing reliable commercial kitchen equipment and transparent service. Please review our return and refund policy carefully before placing an order.
Except for the items listed in the Non-Returnable Items section below, unused and regularly stocked items may be eligible for return within 30 days from the invoice date.
To initiate a return, please contact the COOLCHEF Customer Care Team. Our representative will issue a Return Authorization (RA) and provide detailed instructions for completing the return process.
1. Order Cancellation
Orders may be canceled within 12 hours of purchase for a full refund.
After 12 hours, orders may already be processed or prepared for shipment and cannot be guaranteed for cancellation.
2. Commercial Equipment Return Policy
Due to the nature of commercial kitchen equipment, we do not accept returns without valid reason.
Returns are only accepted under the following conditions:
• The product arrives damaged during shipping
• The product has a manufacturing defect
• You receive the wrong item
3. Damaged or Defective Items
If your item arrives damaged or defective:
• You must notify us within 48 hours of delivery
• Provide clear photos or videos of:
• Outer packaging
• Inner packaging
• Damaged product
We will offer one of the following solutions:
• Replacement (preferred)
• Partial refund
• Full refund (if necessary)
4. Return Conditions (If Approved)
If a return is approved:
• The item must be in original packaging
• The product must be unused and in resellable condition
• A return authorization (RMA) must be issued before returning
5. Restocking Fee
For approved returns not related to product defects:
• A 20% restocking fee applies (commercial address)
• A 30% restocking fee applies (residential delivery)
Shipping costs are non-refundable
6. Freight Delivery Responsibility
All products are shipped via freight carriers (LTL).
Customers are responsible for:
• Inspecting the product upon delivery
• Noting any damage on the delivery receipt before signing
• Reporting issues within the required time frame
Failure to report damage at delivery may affect claim eligibility.
7. Refund Processing
Approved refunds will be processed within 5–10 business days after inspection.
Refunds will be issued to the original payment method.
8. Contact Information
For any return or refund inquiries, please contact us warehouse in United Satetes:
Email: support@coolchefequipment.com
Address:14225 TELEPHONE AVE.,UNIT C,CHINO,CA 91710
9. Policy Agreement
By placing an order on our website, you agree to the terms outlined in this Return Refund Policy.
10. Return Address All approved returns must be shipped to our designated warehouse in the United States. Please do not send items back without an official Return Authorization (RA) number, as they will not be accepted.
Return Address: 14225 TELEPHONE AVE., UNIT C, CHINO, CA 91710
11. Return and Exchange Window
Eligible Return Period: Except for items listed in the Non-Returnable Items section, unused and regularly stocked items may be eligible for return or exchange within 30 days from the invoice date, provided they meet the conditions outlined in Section 4 and Section 5.
12. Order Cancellation and Processing Timeline
Order Processing Window: Once an order is placed, our team typically processes and prepares the shipment within 1 to 2 business days.
Cancellation Window: Customers may cancel an order for a full refund within 12 hours of purchase.
Pre-Shipment Cancellation: If a customer requests a cancellation before the item has been shipped, and this request is made within the website’s permitted cancellation timeframe, the cancellation will be fully honored and a full refund will be issued. Once an order has been shipped, it can no longer be canceled and must follow the standard return process.