Refund policy

We want to ensure you are fully satisfied with your open burners, fryers, and griddles. If a unit does not align with your kitchen's operational layout or requirements, our return policy is designed to make the freight return process as straightforward as possible.

Our 45-Day Return Window

You have 45 days from the date your delivery arrives to initiate a return. Because we deal in professional-grade culinary appliances, all returned items must be entirely unused, uninstalled, and completely free of grease or operational wear. The equipment must be returned in its original factory crating and packaging with all protective materials, manuals, and accessories intact.

How to Initiate a Freight Return

To begin the process, please email our support team at info@prestigefoodequipment.com with your original invoice number and a brief explanation for the return. We will review your request and issue a Return Merchandise Authorization (RMA) number along with specific freight instructions. Once approved, the securely crated equipment must be shipped back to our physical location at 2525 Rue Lapierre, LaSalle, QC H8N 2R5, Canada.

Refund Processing Timeline

As soon as your returned equipment arrives at our LaSalle warehouse, our technical team will perform a thorough inspection to ensure it is in pristine condition. Following approval, your refund will be automatically credited to your original method of payment. Please allow your bank or commercial credit card issuer 5 to 10 business days to clear the funds. Please note that original outbound freight charges are non-refundable, and the buyer is responsible for coordinating and paying for the return shipping costs.

Transit Damage and Order Errors

We take great care in securing heavy appliances for freight transit, but handling accidents can occasionally occur. You must inspect your delivery thoroughly upon arrival before signing the bill of lading. If you discover physical damage or realize we shipped an incorrect model, please note it on the delivery receipt and notify us within 48 hours. Email clear photographs of the damage, the packaging, and the equipment to info@prestigefoodequipment.com. We will immediately step in to arrange a replacement or refund, fully covering the freight costs to correct our mistake.

Order Cancellations

We coordinate logistics quickly to minimize downtime for your restaurant. Due to this fast fulfillment cycle, we can only cancel or modify orders before they have been loaded for dispatch. If your equipment is already in transit, the order cannot be canceled; you will need to accept the delivery and follow the standard return procedure outlined above.

Delayed or Missing Refunds

If you have received an email confirming your refund but the funds have not yet appeared on your statement after 10 business days, we advise contacting your bank or credit card provider directly, as processing times vary between institutions. If your bank cannot locate the transaction, please reach out to info@prestigefoodequipment.com and our billing department will investigate the matter immediately.