Refund and Returns Policy
At Shepherd Food Equipment, customer satisfaction is our top priority. If you’re not completely satisfied with your purchase, we’re here to help. Please review our return policy below:
General Return Guidelines
Eligibility: Items eligible for return must be in their original condition, unused, and in the original packaging. Perishable goods, custom orders, and certain health and safety products are not eligible for return unless defective.
Return Window: Returns must be initiated within 30 days of receipt. After 30 days, returns will not be accepted.
Restocking Fees: A restocking fee of up to 30% will be deducted from your refund amount.
Return Process:
- Contact our Customer Support team to request a Return Merchandise Authorization (RMA) number.
- Package the item securely, including the RMA number, and return it to the address provided by our team.
- Once received and inspected, a refund or exchange will be processed within 5-7 business days.
Non-Returnable Items: Certain items, including any perishable goods, special orders, and items marked as non-returnable on the product page, are not eligible for returns.
Drop-Shipped Items
Non-Returnable: Items that are drop-shipped directly from the manufacturer may not be eligible for returns. These items are subject to the manufacturer’s return policy, which may differ from our general return policy.
Exceptions: If a drop-shipped item arrives damaged or defective, please contact us within 48 hours, and we will work with the manufacturer to resolve the issue.
Damaged or Defective Items
If your order arrives damaged or defective:
- Report the issue within 48 hours of receiving the item.
- Provide photos of the damage or defect along with your order number to our Customer Support team.
- We will arrange for a replacement
Refunds
- Processing: Refunds will be issued to the original payment method used at checkout.
- Shipping Costs: Shipping costs are non-refundable, except in cases where the item was damaged, defective, or the wrong item was shipped.
Exchanges
Items eligible for exchange must meet the same conditions as those for returns. Please initiate the exchange process by contacting our Customer Support team.
Contact Us
For any return or exchange inquiries, please contact us at 972-926-4500. We are here to assist you.
