Updated December 30, 2024

Return policy

For the health and safety of our customers, we are unable to accept returns on items that have been used. Once used, the manufacturer’s warranty is enabled.  All returns are subject to a 25% restocking fee and remain unused, in the original packaging.

Return Authorization Process

• Contact customer support 1-800-443-1400, email, or online contact form
• Discuss issue, such as a refund, exchange or return request
• Provide the order confirmation 
• Upon manager approval a return shipping label will be provided, or further instructions which are applicable to your specific case
• Once items are received a refund will be issued, or replacement sent, as applicable

Manufacturer Returns

Items shipped from a manufacturer to our customer  require a return authorization from the manufacturer.  A member of our customer care team can assist you in securing the proper authorization.  

Defective Merchandise

If you receive a defective item, you will have to file a warranty claim.  Proof of defective item(s) must be provided before any refunds are issued. 

Missing Or Damaged Items

Claims of items missing from a shipment or damaged in transit must be reported within 5 business days from date of delivery.  Each shipment will include a packing list.  Please verify that you received all items listed on that sheet. 

Restocking Fees

Items returned to Cresco-Resco's warehouse are subject to a 25% restocking fee.  All special order returns are subject to a restocking charge of 25% plus shipping and handling fees.  Customers must provide an order number and receive a return authorization by email.

Additional Shipping Fees

Shipping fees are non-refundable. In cases where items were purchased under our Free Shipping program, additional shipping and handling fees may be assessed and deducted from your refund amount.  You will be notified by email of any shipping fees that are non-refundable.

Exchange Fees

We are happy to help you exchange a returnable item for another product from our inventory or the same manufacturer.  In most cases, the restocking fee will be waived when exchanging items directly with our warehouse.  You will be responsible for return shipping fees.  Items shipped directly from the manufacturer must be returned and exchanged with that same manufacturer.  These may incur additional shipping and restocking fees.  All items being returned or exchanged must be new, unused, and in the original packaging.

Order Cancellation

Open Order

If your order has not shipped, please contact our customer care team at 1-800-443-1400 or customerservice@restaurantequipment.com to cancel your order.  You will not be charged any shipping or restocking fees.

Shipped Order

If your order has already shipped, you can refuse the shipment when it arrives at your location.  You can accept the order and initiate a return authorization through our return process.  When a shipment is refused, it will come back to our warehouse, and you may be charged a restocking fee and any shipping fees associated with the return.

Received Order

If you have already received your purchased item(s), please contact our customer care team at 1-800-443-1400 or customerservice@restaurantequipment.com to start a return.  You will be given instructions on how to ship your items back.  You will be responsible for return shipping fees unless otherwise advised by a manager.

Parts And Special-Order Items Policy

For parts and special-order items, we pass along the manufacturer’s terms and conditions, including any shipping fees for parts, orders, and special-order items – this includes any customization to equipment.

Special Orders

Parts and special-order items are specific to your needs and cannot be resold by Cresco-Resco, therefore they cannot be returned.

Depending on availability, parts may have an extended lead time that exceeds 14 business days.