At CARLISLE Shop, we stand behind the quality of our professional kitchen equipment. We want you to be completely satisfied with your purchase of commercial-grade tools and supplies. If for any reason you need to return or exchange an item, please review our policy below.

Return & Exchange Eligibility

To be eligible for a return or exchange:

  • Items must be unused, in original packaging, and in resalable condition
  • Returns must be initiated within 15 days of receiving your order
  • Proof of purchase is required

Non-Returnable Items

Due to hygiene and safety considerations in commercial food service environments, the following items cannot be returned or exchanged:

  • Adapter Plates and Grates (once installed)
  • Bain Maries with any signs of use
  • Bake and Roast Pans that show wear
  • Food Pans (Amber or Black) that have been used

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return/exchange
  • Reason for return/exchange

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear CARLISLE Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) for return/exchange: [Product Name(s) and Quantity]
Reason: [Please specify]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions
  • Return address

Step 3: Ship Your Return

Package the item(s) securely in the original packaging and include all accessories. Ship to the provided address using a trackable method. You are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once received, we will inspect the item(s) and process your request within 3-5 business days. We will notify you via email when your return is processed.

Refund Information

Refunds will be issued to the original payment method:

  • Credit/Debit Cards: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable. For exchanges, we will ship the replacement item once the return is received.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the issue. We will arrange for a replacement or refund at no additional cost to you.

International Returns

For customers outside the United States:

  • You are responsible for any customs fees or duties associated with the return
  • Return shipping costs are not covered unless the return is due to our error
  • Please mark the package as “Returned Goods” to avoid additional charges

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our customer service team at [email protected].