Refund policy
Range & Rack Return and Refund Policy
Return requests
Return requests must be submitted within 14 calendar days of the original purchase date. To request a return, email sales@rangeandrack.com with your order number, the item you wish to return, and the reason for your request.
All returns require written authorization before shipment. Do not send equipment back without receiving return instructions and the approved return address. Requesting a return does not guarantee approval.
Return eligibility
To qualify for a standard return, equipment must be unused, uninstalled, and in its original, unopened packaging, with all original components, accessories, and documentation.
Opened, unpacked, used, or installed equipment does not meet standard return eligibility. Please verify the model, dimensions, electrical requirements, gas requirements, and suitability for your location before ordering or opening the packaging.
Commercial equipment and intended use
Our equipment is intended for commercial use in commercial locations. Residential or private use may void the manufacturer’s warranty, depending on the applicable manufacturer’s terms.
Customers are responsible for confirming that the equipment is suitable for their intended use and installation location, including applicable electrical, gas, ventilation, plumbing, and local code requirements, before purchasing.
Custom equipment and special orders
Return and cancellation terms for custom-built equipment, walk-in coolers and freezers, and other special orders will be specified in the written quote or order agreement. Review those terms before approving your order.
Return freight and other charges
Unless the return results from a confirmed error by Range & Rack or verified freight damage handled through the damage-claim process, the customer is responsible for applicable outbound and return freight charges.
Approved returns are subject to inspection. If an authorized returned item is found to be used, damaged, incomplete, or not in resalable condition, additional charges may apply for repair, refurbishment, replacement of missing components, or loss in product value. Any applicable deductions will be explained when the return is processed.
Cancellations and refused deliveries
Contact sales@rangeandrack.com as soon as possible to request cancellation. Cancellation is not confirmed until you receive written approval.
Orders canceled or refused after shipment are subject to a 25% restocking fee, plus outbound and return freight charges, except in cases of verified freight damage.
Delivery requirements
Freight delivery is curbside only. An adult must be present to receive and sign for the shipment. Inside delivery, unpacking, and installation are not included unless expressly agreed in writing.
Provide an accurate delivery address, contact name, and phone number. Notify us before shipment of residential delivery, restricted access, liftgate needs, or appointment requirements so the appropriate services can be arranged.
Residential delivery surcharge
Residential delivery incurs an additional $75 charge per order, in addition to applicable shipping charges.
A residential address includes any residence, apartment, or other dwelling where people live, even if a business operates at that address. Customers must disclose residential delivery requirements before shipment.
Redelivery and additional services
Additional charges may apply for redelivery or other services caused by missed deliveries, incorrect delivery information, or requirements not disclosed before shipment. Any additional services must be coordinated with Range & Rack.
Freight damage, shortages, or incorrect items
Inspect the shipment at delivery before signing the delivery receipt. Note visible damage, missing items, or shipment discrepancies on the receipt and retain a copy.
Report damage or shortages to sales@rangeandrack.com within 3 business days of receiving the shipment. Include your order number, a description of the issue, photographs of the equipment and packaging, and the delivery receipt. Retain the equipment and packaging until you receive further instructions.
Report incorrect items promptly and do not install or use them.
Damage claims require review and verification. Do not return damaged equipment without written authorization. Under the Range & Rack freight policy, damage reported after the 3-business-day reporting window may be subject to a 25% restocking fee and applicable return freight charges if a return is authorized.
Refunds
After an authorized return is received and inspected, we will notify you whether the refund is approved and explain any applicable deductions.
Approved refunds will be issued to the original payment method. Processing and posting times vary by payment provider and financial institution.
Original shipping charges are not refundable unless the refund results from a confirmed error by Range & Rack or an approved freight-damage resolution.
Exchanges
Contact sales@rangeandrack.com to request an exchange. Exchanges require approval and are subject to product availability, return eligibility, and applicable freight charges. Do not return an item for exchange without written instructions.
Manufacturer warranties
Warranty claims are separate from standard returns and are governed by the applicable manufacturer’s warranty terms, including coverage periods, intended-use restrictions, installation requirements, and exclusions.
Residential or private use may void warranty coverage where excluded by the manufacturer. Contact sales@rangeandrack.com for assistance with the appropriate warranty process.
Customer rights
This policy does not limit any rights or remedies that cannot lawfully be excluded under applicable law.
Contact
For return requests, cancellations, delivery issues, or warranty assistance, email sales@rangeandrack.com.