Returns & Exchanges

At CARLISLE SHOP, we take pride in providing high-quality commercial display and buffet equipment to hospitality professionals worldwide. We stand behind our products and want you to be completely satisfied with your purchase. 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
• Original proof of purchase is required

Return & Exchange Process

Step 1: Initiate Your Request

Contact our customer service team within 15 days of receiving your order:

• Email: [email protected]
• Phone: +1 (XXX) XXX-XXXX (M-F, 8AM-5PM MST)

Please include the following information in your request:

• Your order number
• Item(s) you wish to return/exchange
• Reason for return/exchange
• Whether you prefer a refund or exchange

Step 2: Receive Authorization

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

• Return authorization number
• Shipping instructions
• Any additional requirements

Step 3: Ship Your Return

Once authorized:

• Pack items securely in original packaging
• Include all original accessories and documentation
• Clearly mark your return authorization number on the package
• Ship to our warehouse at:
  CARLISLE SHOP Returns
  5104 West Tierra Buena Lane
  Glendale, US 85306

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Step 4: Processing Your Request

Once we receive your return:

• We will inspect the item(s) within 3-5 business days
• For approved returns, we will process your refund or ship your exchange
• You will receive email confirmation when completed

Refund Information

Refunds will be issued to the original payment method:

• Credit Card/PayPal: 3-5 business days after processing (timing depends on your financial institution)
• Original shipping charges: Non-refundable unless return is due to our error
• Restocking fee: 15% for opened commercial equipment (excluding defective items)

Exchange Information

For exchanges:

• We will ship your replacement item once the return is received and approved
• Standard shipping rates apply for the new item
• If the exchange item is of higher value, you will be invoiced for the difference

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately (within 48 hours of delivery preferred)
• Provide photos of the damage/defect
• We will arrange for a replacement or refund at no additional cost
• In some cases, we may request return of the damaged item

International Returns

For customers outside the United States:

• All customs fees and return shipping costs are the customer’s responsibility
• Please clearly mark the package as “Returned Goods” to avoid additional customs charges
• Refunds will be issued in USD and may be subject to currency conversion fees