Returns Policy

Culitrade is committed to providing you with outstanding service and products for all of your foodservice needs. While we always hope that you are fully satisfied with your purchases, we understand that returns may sometimes be necessary. Below is a summary of our standard terms and conditions to facilitate a smooth return process.

As always, if you would like to speak with someone or have questions regarding the Culitrade Return Policy, please contact a representative at customerservice@culitrade.com

Return Details

  1. All standard, unused products can be returned within 30 days of delivery receipt. Standard products are defined as products that are stocked and general market saleable without added options or customization to a specific customer.
  2. Custom, obsolete, or discontinued products cannot be returned.
  3. Products must be in the original packaging to be eligible for return.
  4. Prior authorization is required, an RA# must be listed on the return shipment and paperwork. (Initiate a return from the My Account secion of the website for return authorization approval.)
  5. Customer is responsible for all return shipping fees and charges.
  6. A standard restocking charge of 25% applies to all returns. The exceptions to this policy are when refusal of delivery is warranted due to damage or the wrong product(s) are shipped.
  7. A return credit will be issued to the original payment method upon receipt and inspection of the product(s).

Final Sale of Certain Products

  • Used equipment and supplies
  • Special order products
  • Closeout products
  • Discontinued products
  • Disposable products like lids, plates, cups, etc.
  • Furniture
  • Products from orders older than 30 days from delivery receipt
  • Any product not returned in the condition it was received
  • Any product not in the original manufacturer's packaging

Damaged or Defective Product

Culitrade does all it can to assure your product is shipped safely and securely via Common carrier. Due to the terms of liability of the trucking companies, please be sure to inspect your order at the time of delivery and note any damage or suspected damage on the proof of delivery receipt. If any damages are not reported before the truck departs, we will be unable to offer reimbursement for the damaged products. In the rare circumstance that your product is received damaged or defective, after noting this on the proof of delivery receipt, please notify us of the damage within 48 hours of delivery.

We will require:

  • Photos of the damage
  • Photos of the packaging
  • A copy of the signed Proof of Delivery form
  • Possession (or the successful return) of all products and shipping materials until a resolution is provided.

If you receive a damaged or defective product shipped via ground, please contact us at customerservice@culitrade.com and provide photos of the damage and packaging.

Refusal

You can choose to refuse the delivery if you are unsure whether a product is damaged or you are unable to properly check the merchandise before the truck leaves. At all times, please notify us of your damage concerns within 48 hours of delivery.

Cancelling an Order

Please contact us immediately if you wish to cancel an order. If your order has not yet been processed it will be cancelled and no fee shall apply. Once an order has been processed, the only option is to request a return.

Manufacturer Seller Return Policy

When your order comes directly from a manufacturer, your return is sent back to that manufacturer instead of Culitrade. While most manufacturers offer a return policy equivalent to Culitrade’s, some return policies may vary. You can view the return policy of the manufacturer before you purchase an item by viewing the Returns and Refunds Policy section of their website.

Initiating your Return

You can initiate your return via your account login on our website. Simply click the “My Account” link at the top of the site to login to your account. Then, use the left-hand navigation to review your recent and past orders and initiate the return request for the product(s) from within the order.