Refund policy

Last Updated: January 16, 2026

At ProKitchen Direct, we are committed to transparency. This policy is designed to match our Google Merchant Center settings exactly, ensuring there are no surprises during your return process.

1. Business Contact Information

If you have any questions regarding your order or this policy, please reach out to us during our operating hours:

  • Business Name: ProKitchen Direct

  • Physical Address: 144 Evans Avenue, Albertson, New York, 11507. United States

  • Support Email: support@prokitchendirect.com

  • Support Phone: +1 800 960 2171

  • Business Hours: 9:00 AM – 5:00 PM EST, Monday – Friday

2. Return Window & Eligibility

We accept returns for both defective and non-defective (remorse) products under the following conditions:

  • Return Window: You must initiate your return within 30 days of the delivery date.

  • Condition: Items must be unused, uninstalled, and in their original packaging with all manuals and accessories included.

  • Non-Returnable Items: Custom-made, made-to-order, or special-order items are final sale.

3. Return Method (By Mail Only)

  • All returns must be completed By Mail.

  • We do not offer in-store or physical drop-off options at our Albertson location.

  • You must receive a Return Authorization (RA) number from our support team before shipping any items back. Items sent without an RA will not be accepted.

4. Restocking Fees (Required Disclosure)

To maintain our operational standards and direct-to-consumer model:

  • A 20% restocking fee applies to all non-defective returns.

  • This fee will be automatically deducted from your final refund amount.

  • Note: No restocking fee is charged if the item is proven to be defective or damaged upon arrival.

5. Return Shipping Costs

  • For Non-Defective Returns: Customers are responsible for return shipping costs. You must arrange and pay for the shipping of the product back to our designated warehouse.

  • For Defective/Incorrect Items: If the product is defective or the wrong item was sent, ProKitchen Direct will provide a prepaid return shipping label and cover all associated costs.

6. How to Process Your Return

  1. Request an RA: Email support@prokitchendirect.com with your order number and photos of the item.

  2. Ship the Item: Once approved, mail the item to the address provided in your Return Authorization. We recommend using a trackable shipping service.

  3. Inspection: Once the item is received at our warehouse, it will be inspected within 3–5 business days.

7. Refunds

  • Processing Time: Approved refunds are processed within 7–10 business days.

  • Payment Method: Refunds will be issued strictly to the original payment method used during checkout.

  • Amount: Your refund will be the total purchase price minus the 20% restocking fee (unless the item was defective).

8. Policy Consistency

This policy is designed to provide full transparency. We do not use "vague" terms; the 20% fee and customer shipping responsibilities stated here are the hard rules for all transactions to ensure compliance with Google’s Misrepresentation policies.