Refund policy

At Falcon Restaurant Supply, we aim to provide clear information so customers can make informed decisions about their purchases. The following outlines our return and refund procedures for new and used equipment.

Returns on New, Unopened Items

We accept returns on new, unopened items within 14 days of the purchase date. To be eligible:

• The item must be unused and in its original packaging
• The item must be in resellable condition

Returned items should be sent to our store or warehouse within 14 days of purchase. Original shipping charges are non-refundable.

Used Equipment Limitations – “As Is” vs. Warranty

All used equipment sold by Falcon Restaurant Supply, Inc. is sold on an “As Is” basis. While we strive to accurately describe all units, normal wear and cosmetic imperfections may exist.

To protect your purchase:

• Falcon offers a 30-day limited warranty on all used equipment covering basic operational functionality only.
• This warranty does not cover cosmetic issues or damage resulting from misuse, improper installation, or transit after delivery.

Important: Used equipment shipped via freight may be designated “Final Sale” and is not eligible for remorse-based returns (changing your mind).

Returns on Used Equipment

Used items that do qualify for return must be reported within 30 days of receipt.

• All returns must follow our instructions for freight pickup and must be in the same condition as received.
• Returns for reasons other than defective operation (customer remorse) may be limited or not accepted, depending on the item.
• Any item sold as “Final Sale” cannot be returned for remorse.
• A restocking fee may apply (typically 20%, varying by condition)
• The item must be returned in the same condition it was received, including all parts, accessories, and packaging
• Returns on used equipment are evaluated case-by-case

Approved returns of used equipment are issued as store credit, valid for 12 months from the issue date. Store credit is non-transferable and cannot be redeemed for cash.

Refund Processing Time

Once a return is approved and the returned item has been received and inspected at our facility, refunds will be processed within 7 business days.

• New, unopened items: Refunds are issued to the original payment method used at checkout.
• Used equipment: Approved returns are issued as store credit, valid for 12 months from the date of issue. Store credit is non-transferable and cannot be redeemed for cash.

Customers will be notified by email once their refund or store credit has been processed.

Non-Returnable and Non-Refundable Items

• Items marked “As Is” are final sale and not eligible for returns or refunds
• Items that have been opened, used, or altered in any way cannot be returned
• Customers are encouraged to carefully inspect items before purchase
  

Damaged or Defective Items

If an item arrives damaged or defective, please contact us promptly at contactus@falconrestaurantsupply.com and provide photos. We will review the situation and work with you to determine a resolution.

Customers should inspect shipments upon arrival. Damage that occurs during transit or unloading should be reported to the carrier for claims; we are available to assist with documentation and guidance.

Return Shipping and Fees

Shipping costs for returns, when approved, are the responsibility of the customer.

• Original shipping charges are non-refundable.
• Handling fees (such as palletizing fees) are non-refundable.
• A standard restocking fee (20%) may apply.

Changes to Our Return Policy

We may update or modify this return and refund policy at any time. Any changes will be posted on this page and take effect immediately.

Questions or Assistance

If you have any questions about returns or refunds, please contact us. We are happy to provide guidance so customers understand their options before making a purchase.