Webstaurant Return Policy

Understanding the Webstaurant return policy is essential for any business that orders from this large supplier. Whether you run a restaurant, a school cafeteria, or any other foodservice operation, knowing how to handle returns and exchanges can save you time and money. This guide breaks down everything you need to know in simple terms.

We’ll cover the key rules, the step-by-step process for returning an item, and what to expect with refunds. You’ll also find tips to make the process smoother and answers to common questions. Let’s get started.

The core Webstaurant return policy is designed to be straightforward, but it has specific conditions you must follow. In general, you can return most new, unopened items within 30 days of delivery for a full refund. The item must be in its original packaging and in resalable condition.

However, there are important exceptions. Some products, like food, clearance items, or custom-made products, cannot be returned at all. It’s crucial to check the product page before you buy to see if any special restrictions apply.

Key Conditions for a Valid Return

To have a return accepted by Webstaurant, you need to meet these basic requirements:

Time Limit: You must request a return within 30 days of the delivery date. This deadline is strict.
Item Condition: The product must be unused, unopened, and in its original packaging. It should look just like it did when you received it.
Original Packaging: All manuals, accessories, and parts must be included. If you threw away the box, the return might be denied.
Proof of Purchase: You’ll need your original order number or invoice. This is how they look up your purchase in their system.

Items That Cannot Be Returned

Not everything you buy from Webstaurant is eligible for return. Here’s a list of common non-returnable items:

Any food, beverage, or grocery product.
Clearence or final sale items. These are usually marked clearly.
Custom-configured or specially ordered products.
Software, books, and media that have been opened.
Products that have been installed, used, or assembled.
Items that are damaged due to misuse or normal wear and tear.

Understanding Restocking Fees

One of the most important parts of the Webstaurant return policy is the restocking fee. This is a charge deducted from your refund to cover the cost of processing the return and putting the item back into inventory.

A 20% restocking fee is common for most eligible returns.
In some cases, like for large or heavy items, the fee might be higher. Always check the product details.
You are also responsible for the cost of return shipping. Webstaurant does not typically provide prepaid return labels for general returns.

Step-by-Step Guide to Returning an Item

If you need to send something back, following the correct steps is crucial. Skipping a step can delay your refund or get your return rejected.

Step 1: Contact Customer Service

Do not just ship the item back to the address on the box. You must first get a Return Merchandise Authorization (RMA) number.

Go to the Webstaurant website and find the “Contact Us” page.
Call or email their customer service team. Have your order number and the item details ready.
Explain why you are returning the product. The agent will check if the item is eligible and issue you an RMA number.

Step 2: Prepare Your Shipment

Once you have your RMA number, you need to pack the item securely.

Repack the item in its original packaging if possible. Use a new box if the old one is damaged.
Include all parts, manuals, and accessories.
Clearly write the RMA number on the outside of the box. You should also put a copy of your return authorization inside the box.
Do not write on the manufacturer’s box itself; use the shipping box.

Step 3: Ship the Package

You are responsible for getting the package back to Webstaurant’s warehouse.

Use a reliable shipping carrier like UPS or FedEx. We recommend purchasing tracking and insurance, especially for valuable items.
Ship the package to the return address provided by the customer service agent. It may not be the same as the delivery address.
Keep your shipping receipt and tracking number safe. You will need this for reference.

Step 4: Track the Refund

After Webstaurant receives your return, their warehouse team will inspect it.

This inspection process can take 5-10 business days after the package arrives.
If the return is approved, they will process your refund, minus any applicable restocking fees and original shipping charges.
The refund will be issued to your original payment method. It can take another 3-10 business days for the refund to appear on your account.

Handling Damaged, Defective, or Incorrect Items

The process is different if you recieved a broken item, a defective product, or the wrong thing entirely. In these cases, the Webstaurant return policy is more favorable to you.

Reporting Damage or Defects

You must report damage or defects immediately—ideally within 48 hours of delivery.

Take clear photos of the damaged item and the packaging it arrived in.
Contact Webstaurant customer service right away. Provide your order number and the photos.
For truly defective items, Webstaurant will often cover the return shipping costs and not charge a restocking fee. They may also send a replacement item quickly.

What to Do If You Get the Wrong Item

If your order contains an item you didn’t purchase, follow these steps:

Do not open or use the incorrect item. Keep it in its original state.
Contact customer service with your order number and a description/photos of what you received versus what you ordered.
They will typically provide a prepaid shipping label for you to send the wrong item back and arrange for the correct item to be shipped out.

Tips for a Smooth Return Experience

A little preparation can make the return process much easier. Here are some practical tips based on common customer experiences.

Before You Buy

Read Product Descriptions Carefully: Check for notes about non-returnable items or special shipping requirements.
Measure Your Space: For equipment and furniture, double-check the dimensions to ensure it fits your kitchen or dining area. Returns for size issues are subject to standard fees.
Consider Shipping Costs: Remember that return shipping for large items like tables or commercial mixers can be very expensive. It’s often not worth returning a heavy item unless it’s truly defective.

When You Receive Your Order

Inspect Immediately: Open boxes and inspect items as soon as possible after delivery. Don’t let them sit in a storage room for weeks.
Save All Packaging: For at least the first 30 days, keep the original boxes and packing materials for expensive or complex items, just in case.
File Your Invoice: Keep a digital or physical copy of your order confirmation and invoice in an easy-to-find place.

FAQ: Common Questions About Returns

How long does it take to get a refund?

After Webstaurant recieves and inspects your return, it usually takes 5-10 business days to process the refund. The refund then takes 3-10 business days to post to your original payment method. The whole process can take 2-3 weeks from the day you ship it.

What if I miss the 30-day return window?

The 30-day window is firm for standard returns. If you miss it, your return request will likely be denied. However, for defective items that fail after 30 days, you may need to contact the manufacturer directly, as the warranty would apply instead of the store return policy.

Does Webstaurant offer exchanges?

Webstaurant does not handle direct exchanges. To get a different item, you would need to return the original item (following the standard process) and then place a new order for the item you want. This ensures you are charged correctly and the new order ships promptly.

Who pays for return shipping?

For most change-of-mind returns, the customer is responsible for return shipping costs. For items that are damaged, defective, or incorrect due to a warehouse error, Webstaurant will usually provide a prepaid return label.

Can I return an item to a physical store?

Webstaurant is primarily an online retailer. They do not have physical retail stores where you can process returns. All returns must be shipped back to their designated warehouse locations.

What is a restocking fee, and why is it charged?

A restocking fee, typically 20%, covers the labor and cost associated with recieving your return, inspecting it, and returning it to sellable inventory. It also helps offset the original shipping costs that Webstaurant cannot recover.

Special Considerations for Large Equipment

Returning large commercial equipment, like ovens, refrigerators, or dishwashers, involves extra steps and costs. The Webstaurant return policy still applies, but you need to plan carefully.

Freight Shipment Returns

Large items are often shipped via freight truck. Returning them is a more complex process.

You must contact customer service to arrange a “carrier pickup” from your business. You cannot just drop it off.
Return freight costs are almost always the customer’s responsibility and can be several hundred dollars.
Restocking fees for large equipment may be higher than 20%, sometimes up to 30% or 50%. Always confirm this before initiating the return.

Inspections and Testing

Before returning a large piece of equipment, ensure it is:

Completely disconnected from gas, water, and electrical lines.
Thoroughly cleaned and free of any food or debris.
Repackaged with all shelves, racks, and parts securely fastened inside.

Failure to do this can result in a failed inspection and a denied refund, leaving you with a large item and no money back.

Final Thoughts on Managing Returns

Knowing the Webstaurant return policy inside and out helps you make smarter purchasing decisions. It protects your business from unexpected costs and delays. The key takeaways are to act quickly within the 30-day window, always get an RMA number, and understand that return shipping and restocking fees are a standard part of the process.

For damaged or wrong items, report them immediately to get the best support. And for large purchases, double-check everything before you buy, as returns are often impractical. By following the guidelines outlined here, you can handle any return with confidence and get back to running your business smoothly.