Returns & Refunds Policy
Last updated: October 18, 2025
Our Commitment to You
We stand behind the quality of our products. If you're not completely satisfied with your order, we're here to help. We offer returns, exchanges, and refunds within 30 days of delivery for most products.
Return Eligibility
To be eligible for a return, items must meet the following criteria:
Returnable Items
- Unopened, unused products in original packaging
- Items returned within 30 days of delivery
- Products that are not damaged due to customer misuse
- Non-custom, non-personalized items
- Items with original labels and tags attached
Non-Returnable Items
- Custom printed products - Cannot be returned unless defective
- Opened food service items - For hygiene and safety reasons
- Clearance or final sale items - Marked as non-returnable at purchase
- Items opened from sealed packaging - Once sanitary seals are broken
- Special orders - Made-to-order or special request items
Return Timeframes
Standard Returns
30 days from delivery date for unopened items in original condition
Defective Items
Report within 48 hours of delivery for damaged or defective products
Wrong Item Shipped
Notify us within 7 days of delivery - we'll arrange free return shipping
Custom Printed Orders
Defects must be reported within 48 hours of delivery with photo evidence
How to Initiate a Return
Contact Us
Email info@restaurantsuppliesdirect.com or call (310) 243-6757 with your order number and reason for return.
Receive RMA Number
We'll issue a Return Merchandise Authorization (RMA) number and provide return instructions. Do not return items without an RMA number.
Pack & Ship
Securely package items in original packaging if possible. Include the RMA number on the outside of the box. Ship to the provided return address.
Inspection & Refund
Once we receive and inspect your return (typically 3-5 business days), we'll process your refund or exchange.
Return Shipping Costs
| Return Reason | Shipping Cost |
|---|---|
| Defective or damaged items | Free - We cover return shipping |
| Wrong item shipped (our error) | Free - We cover return shipping |
| Changed mind / No longer needed | Customer pays return shipping |
| Ordered wrong item | Customer pays return shipping |
Tip: We recommend using a trackable shipping method. We are not responsible for returns lost in transit.
Refunds
Once your return is received and inspected, we will notify you via email about the approval status of your refund.
Refund Processing Times
- •Inspection: 3-5 business days after we receive your return
- •Refund processing: 5-10 business days to original payment method
- •Bank/card processing: May take additional 3-5 days depending on your financial institution
Partial Refunds
In some cases, only partial refunds are granted:
- Items with obvious signs of use or missing packaging
- Items damaged not due to our error or shipping damage
- Items returned more than 30 days after delivery
- Opened or unsealed products where applicable
Restocking Fees
A 20% restocking fee may apply to large orders (over $1,000) returned due to customer preference or ordering error. This fee does not apply to defective items or our shipping errors.
Exchanges
We're happy to exchange items for different sizes, quantities, or products of equal value. To exchange an item:
- Follow the return process above and indicate you'd like an exchange
- Specify the replacement item you'd like
- We'll ship the replacement once we receive your return
- If there's a price difference, we'll charge or refund accordingly
Faster option: Place a new order for the correct item while returning the unwanted item. This ensures faster delivery of your needed products.
Damaged or Defective Items
We inspect all orders before shipping, but damage can occur in transit. If you receive damaged or defective items:
- 1. Document the damage: Take photos of the product and shipping box
- 2. Note on delivery receipt: If damage is visible, note it when signing for delivery
- 3. Contact us within 48 hours: Email photos to info@restaurantsuppliesdirect.com
- 4. We'll arrange replacement: We'll send a replacement or issue a full refund at no cost to you
We may file a claim with the shipping carrier for damaged items, which is why photos are important.
Wholesale & Bulk Order Returns
For large wholesale orders (over $2,500), special return terms may apply:
- Returns must be arranged through your account manager
- Palletized returns may require freight pickup arrangements
- Restocking fees may be higher for very large orders
- Custom quoted orders may have different return policies
Contact your account manager or email info@restaurantsuppliesdirect.com for wholesale return arrangements.
Custom Printed Products
Custom printed items are made specifically for you and generally cannot be returned unless:
- ✓Printing defects: Smudged, misaligned, or incorrect colors
- ✓Wrong design printed: Not matching approved proof
- ✓Product defects: Damaged containers, lids, etc.
- ✗Design changes: Once approved by customer, design cannot be changed
- ✗Change of mind: Cannot return custom work if produced correctly
Important: Please carefully review and approve all custom printing proofs before production. We require written approval before proceeding with custom orders.
Order Cancellations
Before Shipping
Orders can be cancelled free of charge if they haven't shipped yet. Contact us immediately at (310) 243-6757. Once an order ships, standard return policies apply.
Custom Orders
Custom printing orders cannot be cancelled once production has begun (typically 24-48 hours after proof approval).
Questions About Returns?
Our customer service team is here to help make your return as smooth as possible.
- Email: info@restaurantsuppliesdirect.com
- Phone: (310) 243-6757
- Hours: Monday-Friday, 8:00 AM - 5:00 PM PST
Policy Updates
We reserve the right to update this returns policy at any time. Changes will be posted on this page with an updated revision date. Your use of our site after changes constitutes acceptance of the updated policy.