Understanding the WebstaurantStore return policy is essential for any business that orders from this major supplier. Whether you run a restaurant, a school cafeteria, or any other foodservice operation, knowing the rules for returns, exchanges, and refunds can save you time, money, and frustration. This guide breaks down everything you need to know in simple terms.
We’ll cover how to start a return, what items can be sent back, and how long the process takes. You’ll also learn about restocking fees, return shipping costs, and how to handle damaged or incorrect items. Let’s get started with the basics.
WebstaurantStore Return Policy
The core WebstaurantStore return policy is designed to be fair but has specific conditions you must follow. In general, you have 30 days from the date you receive your shipment to initiate a return for most items. The item must be in its original, unused, and resalable condition, with all packaging and manuals included.
It’s crucial to get a Return Merchandise Authorization (RMA) number before sending anything back. Returns sent without an RMA will likely be refused at the warehouse, causing major delays. Always start the process through your online account or by contacting customer service directly.
Key Conditions and Timeframes
Here are the most important rules to remember:
- 30-Day Window: You have 30 calendar days from the delivery date to request an RMA.
- Original Condition: Items must be unused, unassembled, and in the original packaging with all parts.
- Restocking Fees: Many non-defective returns are subject to a restocking fee, typically 15-30%.
- Return Shipping: The customer is usually responsible for the cost of return shipping unless the return is due to a WebstaurantStore error.
- Special Items: Some products, like software, custom-made items, or food, cannot be returned at all.
How to Initiate a Return Step-by-Step
Following the correct steps ensures your return is processed quickly.
- Log into Your Account: Go to the WebstaurantStore website and log into the account used to place the order.
- Locate the Order: Find the specific order containing the item you wish to return.
- Select the Item: Choose the item and select a reason for the return from the dropdown menu.
- Request an RMA: Submit your request. You will recieve an RMA number via email, usually within one business day.
- Package the Item Securely: Pack the item in its original box with all padding and materials. Include a copy of the RMA email inside the box.
- Ship the Package: Affix the provided return shipping label (if one is issued) or use your own carrier. Ensure the RMA number is clearly visible on the outside of the box.
Understanding Restocking Fees
A restocking fee is a charge deducted from your refund to cover the cost of processing and repackaging the returned item. This is common for large, non-defective items like commercial ovens, mixers, or shelving units. The fee percentage can vary based on the product type and its condition upon return.
- For standard, non-defective returns, expect a fee around 15%.
- For large or heavy items, the fee may be 20% or higher.
- If the item is returned damaged, missing parts, or in unsellable condition, the fee can be up to 50% or the return may be refused entirely.
Restocking fees are typically waived if the return is due to a mistake on WebstaurantStore’s end, such as shipping the wrong item or a defective product.
When Are Restocking Fees Waived?
You usually won’t pay a restocking fee in these situations:
- The item arrived damaged or defective.
- You recieved the incorrect item.
- The product description was substantially inaccurate.
Return Shipping: Who Pays?
This is a common point of confusion. In most cases for buyer’s remorse or size/color changes, you are responsible for the return shipping costs. You can use the return shipping label provided by WebstaurantStore (the cost will be deducted from your refund), or you can arrange and pay for your own carrier.
If the return is due to a WebstaurantStore error, they will typically provide a prepaid return shipping label at no cost to you. Always clarify this when you request your RMA.
Damaged or Defective Items
If your item arrives damaged or doesn’t work, the process is different. You must report damage or defects within a few days of delivery—the sooner, the better. Take clear photographs of the damage, the packaging, and the shipping label.
- Contact Customer Service Immediately: Do not use the standard online return system. Call or email customer service directly.
- Provide Evidence: Send the photos and a description of the issue. They may also request a video of the defect.
- Follow Instructions: WebstaurantStore will guide you through the next steps, which may involve a replacement shipment, a return for repair, or a full refund.
For damaged items, you should not have to pay return shipping or restocking fees.
Non-Returnable Items
Some items are final sale and cannot be returned under any circumstances. Always check the product page for notes before ordering these categories:
- Custom, fabricated, or personalized products (e.g., cut-to-length countertops, engraved items).
- Software, digital downloads, or books.
- Clearence or closeout items marked “Final Sale.”
- Food, beverages, and other consumable products.
- Opened sanitary items or personal protective equipment (PPE).
- Some tableware or glassware if the original packaging is opened.
How Long Do Refunds Take?
Once your return is recieved and inspected at the warehouse, processing begins. The timeline for seeing your money back depends on the payment method.
- Credit Card Refunds: 3-7 business days after processing.
- PayPal Refunds: Usually within 24-48 hours of processing.
- Check or Wire Transfer Refunds: Can take 7-14 business days to be issued and received.
Remember, the inspection and processing at the warehouse can take 5-10 business days from when they receive your package. You will get an email notification once the refund is issued.
Exchanges vs. Returns
WebstaurantStore typically handles exchanges as a return and a new purchase. This means you would process a return for the unwanted item (following all standard rules and potential fees) and then place a separate order for the correct or different item you want.
This two-step process ensures you get the new item shipped to you quickly, without waiting for the return to be fully processed. If the exchange is due to their error, customer service can often facilitate a smoother process and cover any extra costs.
Tips for a Smooth Return Experience
A little preparation can make the return process much easier.
- Save All Packaging: Keep the original box and packing materials for at least the first 30 days after receiving expensive or complex equipment.
- Inspect Immediately: Open and inspect shipments as soon as possible after delivery. Note any visible damage on the carrier’s delivery receipt if present.
- Read Product Details Carefully: Double-check measurements, specifications, and voltage requirements before ordering to avoid returns for fit or compatibility issues.
- Use a Business Account: Returns are generally smoother when ordered through a registered business account rather than as a guest.
International and Freight Orders
Returns for international orders or large freight shipments (like pallets of furniture or heavy equipment) involve more complex logistics. You must contact customer service directly to arrange these returns. Additional fees for freight shipping, customs, and handling will almost always apply for non-defective returns, and they can be significant.
The inspection process for these large items is also more thorough. Be prepared to provide extensive documentation and photos before the RMA is even approved.
Contacting Customer Service
For complex issues, damaged goods, or large orders, calling is often fastest. Have your order number, product numbers, and any photos ready before you call. The customer service team is generally knowledgeable but can experience high call volumes, so patience is helpful.
Email support is also available and is good for non-urgent matters or when you need to submit photo evidence. Response times via email can vary.
Frequently Asked Questions (FAQ)
What is WebstaurantStore’s return window?
You have 30 days from the delivery date to initiate a return for most items. The clock starts ticking the day the carrier delivers the package.
How do I get a return authorization from Webstaurant?
You must request a Return Merchandise Authorization (RMA) number through your online account or by contacting customer service. Never ship an item back without this number.
Are there return fees for WebstaurantStore?
Yes, restocking fees for non-defective returns are common, often ranging from 15% to 30%. You are also usually responsible for the cost of return shipping unless the return is their fault.
What items cannot be returned to WebstaurantStore?
Custom-made items, food, software, clearance final sale items, and opened sanitary goods are generally non-returnable. Always check the product page for restrictions.
What if my Webstaurant order arrives damaged?
Contact customer service immediately with photos of the damage and packaging. Do not use the standard return system. They will arrange a replacement or refund without charging you fees.
How long for a Webstaurant refund?
After they receive and inspect your return, refunds to credit cards take 3-7 business days. PayPal refunds are faster, while checks take longer.
Can I exchange an item instead of returning it?
Exchanges are typically handled as a separate process: you return the original item and place a new order. This gets you the correct item faster. Contact customer service if the need for an exchange is due to an error on your order.
Who pays for return shipping to Webstaurant?
For most returns, the customer pays. If WebstaurantStore made a mistake, they will usually provide a prepaid label. The return shipping cost may be deducted from your refund if you use their label service.