Fair, clear terms for returns and refunds.
Because we sell both custom-built units and stock kitchen equipment, return rules differ depending on what you ordered. This page lays out exactly what applies to you.
What can — and can't — be returned.
Stock kitchen equipment and custom-built trucks or trailers are treated differently. Here's the split.
Stock kitchen equipment
- Unused, unopened equipment in original packaging
- Returned within 14 days of delivery
- Items that arrived damaged or defective
- Orders that don't match what was confirmed at checkout
Custom trucks & trailers
- Deposits once fabrication has started
- Units built to your specific layout or equipment list
- Equipment installed and used in a completed build
- Custom paint, wraps, or branding work already completed
Starting a return takes four steps.
No portals, no forms buried in a help center — just message us directly.
Message us on WhatsApp
Send your order number, the item, and the reason for the return. The faster you reach out after delivery, the smoother this goes.
We confirm eligibility
Our team checks your order against this policy and lets you know within 1–2 business days whether it qualifies.
~1–2 business daysShip it back (if applicable)
For eligible equipment returns, we'll share the return address and any instructions for safe packaging.
Refund is issued
Once the item is received and inspected, your refund is processed to the original payment method.
5–10 business daysHow long each step actually takes.
| Step | Typical timing | Notes |
|---|---|---|
| Return window opens | From date of delivery | Confirmed via your delivery record |
| Standard equipment return window | 14 days | Unused items, original packaging |
| Damage report window | 48 hours | Photos required, see Section 04 |
| Eligibility confirmation | 1–2 business days | Sent to you via WhatsApp |
| Refund after inspection | 5–10 business days | To original payment method |
| Custom build cancellation review | Case-by-case | Depends on build stage reached |
If something arrives wrong, here's what to do.
Inspect on arrival
Check the unit or equipment before signing off with the carrier, where possible.
Photograph the issue
Clear photos of damage, missing parts, or incorrect items, including packaging.
Message us within 48 hours
Send photos and your order number to our WhatsApp number — this is the fastest path to resolution.
We make it right
Depending on the issue, we'll arrange a replacement part, a repair, or a refund.
How you get your money back.
Original payment method
Refunds are returned to the card, account, or payment method used at checkout whenever possible.
Bank transfer
For orders paid by wire or bank transfer, refunds are sent back to the same account on file.
Store credit (optional)
If you'd prefer, we can apply your refund as credit toward a future order or equipment upgrade instead.
Prefer a swap over a refund?
Let us know — we can often exchange stock equipment for a different model, size, or spec instead of processing a full refund. Exchanges follow the same 14-day, unused-condition rule as standard returns, and any price difference is settled before the new item ships.
What it costs to send something back.
Returns due to our error — wrong item shipped, defective on arrival, transit damage — are covered by us in full, including return shipping. For change-of-mind returns on eligible stock equipment, return shipping is the buyer's responsibility, and a restocking fee may apply depending on the item's condition on return. We'll always confirm any fee with you before the return is finalized, so there are no surprises.
Returns & refunds, answered.
Need help with a return?
Message our team with your order number and we'll walk you through eligibility, timing, and next steps.