KFD·Global wants every customer to receive the correct equipment in good condition and with clear expectations regarding returns and refunds.
Eligible unused and uninstalled products may be returned within 30 calendar days of delivery, subject to the conditions below. All returns must be authorized by KFD·Global before the product is shipped back.
For freight damage discovered at delivery, please follow the receiving procedures in our Shipping Policy and contact us as soon as possible.
1. Order Cancellations
Orders may be cancelled within 24 hours of placement if warehouse processing or freight arrangements have not yet begun.
After an order has entered warehouse processing, been prepared for shipment, assigned to a freight carrier, or otherwise incurred fulfillment costs, cancellation may no longer be available or may be subject to applicable shipping, handling, or carrier charges.
Once an order has shipped, it can no longer be cancelled and will be handled under the applicable return provisions of this policy.
2. 30-Day Return Eligibility
Return requests must be submitted within 30 calendar days of the delivery date.
To qualify for a standard return, the product must be unused, uninstalled, unmodified, and in resalable condition. All original accessories, manuals, components, protective materials, cartons, pallets, and other packaging must be included.
Products that have been connected to gas, electricity, water, drainage, refrigeration lines, or other utilities are considered installed and may no longer qualify for a standard return.
KFD·Global reserves the right to inspect returned merchandise before approving a refund.
3. Return Authorization & Condition
All returns require prior authorization from KFD·Global.
Please contact KFD·Global Customer Support before returning any product. Include your order number, the product being returned, the reason for the return, and photos when applicable.
Do not ship merchandise back without receiving return instructions from KFD·Global. Unauthorized returns may be refused, delayed, or subject to additional handling costs.
Returned merchandise must be properly packaged for commercial transportation. Damage occurring during return shipping because of inadequate packaging may reduce or eliminate the refundable amount.
4. Freight Damage & Delivery Issues
Commercial kitchen equipment is frequently shipped by LTL freight and requires inspection at delivery.
If a shipment arrives with obvious or severe freight damage, such as major deformation, large dents, broken structural components, severe pallet damage, or signs that the equipment was dropped or tipped, photograph the shipment, refuse delivery, and ask the driver to document the damage on the Proof of Delivery (POD).
If damage is discovered only after the shipment has been accepted and unpacked, contact KFD·Global as soon as possible, preferably within 48 hours of delivery.
For concealed damage, please retain the carton, pallet, foam, wooden supports, straps, and all other packaging materials until KFD·Global provides further instructions.
Freight damage claims are handled separately from ordinary customer-choice returns. Please do not repair, dispose of, or return damaged equipment before receiving instructions from KFD·Global.
5. Customer-Choice Returns & Applicable Fees
Returns for reasons unrelated to shipping damage or a confirmed product defect are considered customer-choice returns. Examples include ordering the wrong size or model, changing your mind, the installation site not being ready, or the equipment being unable to fit through doors, hallways, elevators, or other access points.
For approved customer-choice returns, the customer is responsible for return shipping costs.
A restocking fee of up to 20% of the product purchase price may apply to approved customer-choice returns.
Restocking fees do not apply to returns resulting from a confirmed product defect, an incorrect item shipped by KFD·Global, or documented freight damage for which KFD·Global accepts responsibility.
If the original order qualified for Free Shipping, the actual outbound freight cost paid by KFD·Global may also be deducted from the refund. “Free Shipping” means that KFD·Global covered the standard outbound shipping cost when the order was placed; it does not mean that the freight carrier transported the equipment at no cost.
Any carrier-imposed charges resulting from address changes, missed appointments, redelivery, storage, detention, refused delivery, or other customer-related delivery issues may also be deducted when applicable.
Refusing a shipment for reasons unrelated to documented freight damage does not automatically cancel the order.
6. Non-Returnable Items
Products may be ineligible for return if they have been used, installed, modified, damaged after delivery, improperly handled, or returned incomplete.
Products may also be non-returnable when they are custom-made, special-order, clearance, final-sale, or otherwise identified as non-returnable before purchase.
Used replacement parts, electrical components, gas components, or other parts that have been installed or connected may also be ineligible for return.
Merchandise returned without authorization, without required components, or without adequate packaging may be refused or subject to deductions based on its condition.
If you are unsure whether a product qualifies for return, please contact KFD·Global before shipping it back.
7. Refund Processing
Once an authorized return arrives at the designated KFD·Global return location, the product will be inspected.
If the return is approved, the refund will be calculated based on the eligible purchase amount, less any applicable restocking fee, outbound freight, return freight, carrier charges, missing-item costs, or damage-related deductions.
Approved refunds will generally be issued to the original payment method.
After KFD·Global processes the refund, additional processing time may be required by your bank, credit card issuer, Shopify Payments, PayPal, or other payment provider before the funds appear in your account.
Shipping fees and other non-refundable service charges already incurred may not be refundable.
If a product is confirmed by KFD·Global to have arrived defective, incorrect, or damaged in transit, the applicable resolution will be handled based on the specific circumstances and will not automatically be treated as a customer-choice return.
Contact KFD·Global
KFD·Global Customer Support
Email: web@kfdglobalequipment.com
When contacting us about a return, refund, or freight damage issue, please include your order number, product information, reason for the request, and relevant photos whenever possible.
For freight delivery procedures, delivery appointments, visible damage, and concealed freight damage, please refer to the KFD·Global Shipping Policy.
