You may return new and unopened products sold by Wasserstrom within 30 days of delivery for a full refund. All products require prior authorization from Wasserstrom before they can be returned. We will also pay the return shipping costs if the return is a result of our error (e.g. we shipped you the wrong product or we shipped you more than you ordered).
Return freight will be the customer's responsibility. Read our full General Returns Policy for information on exchanges, and for further details and policy exceptions.
All returned items must be packaged properly so they arrive in a new and sellable condition.
All returns may be subject to a 20% restocking fee.
You should expect to receive your refund upon receipt of the product in our distribution center; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we've received it, and the time it takes your bank to process our refund request.
IMPORTANT! - Inspect all packages for damage or shortages immediately upon delivery. In the event that there is either visible or concealed damage, simply accept the package, but have a notation made on the carrier delivery receipt. In order to file a damage claim, our Customer Service department must then be contacted within 48 hrs.
NOTE - The carriers require that the original box and packaging material be retained. No claim can be filed without them.
Partial Refunds will be issued for the following products:
In order to maintain efficiency and performance with our order process, we are not able to guarantee that an order can be changed or canceled once it has been submitted to one of our warehouses for processing. If you would like to cancel or change an order, please contact our inside sales team immediately at 866-634-8927 option 2, Monday through Friday 8:00 AM to 6:00 PM.
Our warehouse works on the weekends and some orders are processed and put on a truck ready for shipment on Monday. These orders cannot be changed or canceled.
Once an order has been processed, the only option is to request a return. See our return policy for the details or contact our inside sales team.
If you received a faulty product that is not functioning properly and need to exchange it for the same product, fill out the return request form and Customer Service will call or email you with authorization. In the appropriate box on the Return Form, indicate the reason for the return. Once Customer Service responds with a Return Authorization number, you will be able to send it back for a refund. You can then place another order for the product you wish to purchase online or contact Customer Service to have them place the new order. The returned product must be in good and sellable condition. If the product is used and faulty, we will contact the manufacturer to verify the conditions of the warranty. Wasserstrom will only honor the manufacturer's warranty.
We are happy to accept returns for larger products that are shipped via our LTL (Less than Load) Common carriers. These items do require a special type of return and cannot be returned through a parcel carrier like UPS or FedEx. If you need to return a product shipped via an LTL carrier, complete a return request form and Customer Service will call or email you with authorization. We will follow up with instructions for returning the product.
Note: Returns that are not the result of our error will be subject to a restocking fee and return shipping fee which will be deducted from the refund.
Customer Service will issue these return labels through the carrier and they will bring them when they arrive to pick up the product. The return mailing labels are valid only for returns shipped within the U.S.
Each return mailing label is coded for a specific shipment. Please do not include products from other orders, or from other shipments from the same order, in the same box, or you may not receive the correct refund. Each shipment must be returned using a separate mailing label. If you use this mailing label and the return is a result of our error (e.g. you received an incorrect or defective item, etc.), we will pay the return shipping costs.
Errors made by the customer will be responsible for returning the product and paying for any freight charges.
Headquartered in Columbus, Ohio, The Wasserstrom Company is the world's leading restaurant supplier and distributor of food service supplies and equipment. We carry the top brands from the industry's leading manufacturers.