Return & Refund Policy

At EQCHEN, we stand behind our equipment with professional-grade support and transparent policies. To ensure we continue providing high-quality inventory and competitive pricing for the commercial kitchen industry, please review our return guidelines below.

1. 30-Day Return Eligibility

Regularly stocked products can be returned within 30 days of delivery, provided they meet the following strict criteria:

• New Condition: The unit must be unused, undamaged, and with all original protective films intact.

• Original Packaging: The unit must be secured in its original shipping crate and packaging. Returns without original packaging may be refused or subject to additional fees.

• LTL Freight: For large equipment, returns must be shipped via LTL Freight to one of our regional hubs (NJ, GA, CA, or TX).

2. Restocking Fees

To cover the cost of processing items back into stock and technical inspection, a restocking fee will be deducted from your return credit:

• Commercial Locations: A 20% restocking fee will be applied.

• Residential Locations: A 30% restocking fee will be applied.

• Non-Refundable Charges: Original shipping charges paid at checkout are non-refundable.

3. Items Ineligible for Return

We are unable to accept returns for the following:

• Consumable Products: To ensure health, safety, and shelf-life standards.

• Customized Products: Any units built or modified to specific customer requirements.

• Special Orders & Drop Ships: Not all Special Order products or products shipped directly from the manufacturer can be returned. These require prior authorization from our Customer Solutions Specialists.

4. Shipping Responsibility

• Customer Responsibility: You are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.

• Defective Items: If a unit is confirmed defective upon arrival by our technicians, EQCHEN will cover the return shipping costs and waive the restocking fee for a full refund or replacement.

5. Refund Methods & Processing

Refunds are issued based on the original payment method, with the following exceptions:

• Alternative Payment Methods: If the original payment was made via Wire Transfer, Check, ACH, or a Leasing Agreement, the refund will be issued as a Refund Credit for future use.

• Closed Accounts: If we are unable to process a refund to your original payment method (e.g., a closed credit card), you will receive a Refund Credit.

• Timeline: Once the unit arrives at our hub and passes inspection, approved refunds are processed within 7-10 business days.

6. Professional Warranty Coverage

Despite our return fees, every EQCHEN unit remains protected by our industry-leading warranty:

• 6-Year Compressor Warranty

• 2-Year Parts & Labor Warranty

7. How to Initiate a Return

1. Request RMA: Contact sales@eqchen.com with your order number to request a Return Merchandise Authorization (RMA).

2. Authorization: Do not ship items back without an RMA; unauthorized returns will be rejected.

3. Inspection: Upon receipt, our technicians will inspect the unit for "New Condition" status before finalizing the credit.