At Hospitality Superstore, we are committed to ensuring your complete satisfaction with our professional-grade kitchenware. We understand that busy culinary professionals rely on equipment that meets the highest standards of performance and durability. If for any reason you are not satisfied with your purchase, our straightforward returns and exchanges process is designed to make things right.

Return & Exchange Eligibility

You may return or exchange most items within 15 days of receiving your order, provided they are in original condition: unused, unwashed, and in their original packaging with all tags and accessories included.

Non-Returnable Items

Based on our product categories and hygiene standards, the following items cannot be returned or exchanged for health and safety reasons:

  • Colanders, Strainers & Skimmers (due to potential food contact and hygiene concerns)
  • Food Storage containers that have been opened or used

Customized or personalized items are also final sale and cannot be returned unless defective.

Return & Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Submit Your Request: Within 15 days of delivery, contact our customer service team at [email protected] with your order number and reason for return/exchange. You may use the template below.
  2. Receive Authorization: We will respond within 1-2 business days with a Return Authorization Number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return: Mail the package to our warehouse address (provided in your return authorization email). We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.
  5. Processing: Once received, we will inspect the item and process your return or exchange within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method once your return is processed and approved:

  • Credit Card/PayPal Refunds: 5-10 business days to appear on your statement after processing
  • Original Shipping Costs: Non-refundable unless return is due to our error
  • Restocking Fee: No restocking fees apply to eligible returns

For exchanges, we will ship your replacement item once the return is received. Standard shipping charges apply for exchanges unless the exchange is due to a defective product.

Return Request Template

Use this template when emailing your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Hospitality Superstore Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return/Exchange: [Product Name and SKU if available]
Reason for Return/Exchange: [Please provide specific details]

Please advise on the next steps and provide the return shipping address.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Return Shipping Address

After receiving your Return Authorization Number, ship your return to:

Hospitality Superstore Returns
2705 Forest Drive
Washington, US 20011

Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery at [email protected] with photos of the damage or defect. We will promptly arrange for a replacement or refund and provide a prepaid return label when necessary.

Questions?

Our customer service team, familiar with the needs of culinary professionals, is here to help. Contact us at [email protected] with any questions about our returns and exchanges policy.