Refund & Return Policy
1. Overview
We want customers to be satisfied with their purchase. Subject to the conditions below, you may request a return or refund within 30 days after receiving your order. This policy explains the eligibility rules, authorization process, inspection, fees, and refund timing.
2. Return eligibility
To be eligible for a standard return, the item must have been purchased from Dellco Commercial Kitchens, the request must be made within the return window, and the product must satisfy the condition requirements in this policy. All returns are reviewed before approval.
3. Return window
A return request must be submitted within 30 calendar days after the order is delivered. Items returned after 30 days are not eligible for a refund unless applicable law requires otherwise.
4. Condition requirements
Items must be unopened, unused, and in their original packaging with the factory seal intact. Labels, safety markings, valves, caps, and packaging must not be removed, altered, damaged, or obscured. Products that do not meet these conditions may be rejected or subject to additional fees.
5. Proof of purchase
Please provide your order number and the email address used for the purchase. We may also request the product name or SKU and photographs sufficient to identify the item and its condition.
6. Products that cannot be returned
Products cannot be returned when they have been opened, used, installed, discharged, transferred, refilled, tampered with, materially damaged after delivery, or returned without their original factory seal. We also cannot accept an item when doing so would be prohibited by applicable transport, hazardous-material, health, or safety requirements.
7. Opened or used refrigerant products
Because refrigerants require controlled handling and their contents cannot be verified after a seal is broken, opened or used cylinders are not eligible for a standard return. If an opened product appears defective, contact us promptly so the matter can be reviewed under the damaged or defective item process.
8. Damaged, defective, or incorrect items
Inspect the shipment when it arrives. If an item is damaged, defective, or different from what you ordered, contact info@dellcocommercial.com promptly. Include your order number and clear photographs of the product, shipping carton, labels, and visible damage. We will evaluate the information and provide the appropriate next steps.
9. Return authorization procedure
Email support with your order number, product name or SKU, reason for the return, and photographs or video when the item is damaged or defective. If the request is approved, we will provide return instructions and the applicable return destination. Do not send a return to the New York business mailing address unless the authorization instructions expressly direct you to do so.
10. Return shipping
Return shipping costs are the customer’s responsibility unless the return results from our error or an item is confirmed as defective, damaged in transit, or incorrectly shipped. Follow all carrier and hazardous-material requirements. We recommend retaining the receipt and tracking information because the sender remains responsible for the return until it is received.
11. Inspection process
After an authorized return is received, we generally need 2–5 business days to inspect the product, packaging, seal, and returned quantity. The inspection determines whether the return satisfies this policy and whether a refund, replacement, partial refund, rejection, or fee applies.
12. Restocking fees
A 25% restocking fee will be applied to returned products unless the return is due to our error. The fee may be deducted from the approved refund. Additional deductions may apply when a return is incomplete or does not meet the stated condition requirements, subject to applicable law.
13. Refund approval
We will notify you after inspection whether the refund is approved. An approved refund is issued to the original payment method. We do not issue a refund to a different person, card, or account except where the original payment service requires another lawful procedure.
14. Refund processing time
After approval, we generally initiate the refund within 1–2 business days. Your bank or payment provider may require additional time to post the credit. If a confirmed refund has not appeared after a reasonable period, contact your payment provider and then email our support team.
15. Original shipping charges
Original shipping, handling, or special-service charges are not refundable unless the return is due to our error or applicable law requires reimbursement. Any nonrefundable amount will be identified when the return is reviewed.
16. Order cancellations
Request a cancellation as soon as possible. We will attempt to stop processing, but cancellation cannot be guaranteed after an order has entered fulfillment or been transferred to a carrier. A shipped order must follow the authorized return process and may be subject to return shipping and restocking fees.
17. Exchanges
Direct exchanges are handled case by case. We may ask you to return the eligible item for inspection and place a separate order for the replacement product. Price differences, availability, shipping costs, and applicable fees may apply.
18. Failed or refused delivery
If a shipment is refused, cannot be delivered because of an incorrect or incomplete address, or is returned after failed delivery attempts, the order will be reviewed when it is returned. Original and return transportation charges, carrier assessments, and the 25% restocking fee may be deducted where permitted.
19. Chargebacks and disputes
Please contact us first so we can investigate an order, delivery, product, or refund concern. Initiating a payment dispute does not remove the product-handling, return-authorization, or evidence requirements that apply to the underlying transaction. We may provide relevant order and delivery records to the payment provider.
20. Contact information
To request a return or ask a refund question, email info@dellcocommercial.com. Include your order number and enough detail for us to identify and review the request.