Refund & Returns

Last updated: May 22, 2026  ·  Applies to all orders placed on pro-kitchen.shop

At ProKitchen, we stand behind every product we sell. If something isn't right — whether you changed your mind, received a damaged item, or found that the product isn't what you expected — we make it easy to come back. Here is everything you need to know about returns, exchanges, and shipping.

1. Return Window

You have 30 calendar days from the date your order was delivered to initiate a return. We track delivery date using your shipment's tracking history, not the purchase date. For gifts, the 30-day window begins on the delivery date regardless of when the gift was given.

If your 30-day window has passed, please contact us anyway — we review late requests on a case-by-case basis and often find a way to help.

2. Return Eligibility

To be eligible for a full refund, returned items must be:

• In unused, original condition — the same condition you received them in
• In original packaging (box, foam inserts, accessories, user manuals)
• Free from visible damage, food residue, or signs of heavy use
• Accompanied by your order confirmation number

We do not require a reason for return. If you used the product and it didn't meet your expectations, you are still eligible for a return provided the item is clean and its original packaging is intact.

Items that show signs of misuse, physical damage caused by the customer, or missing components may be subject to a partial refund at our discretion. We will always communicate this before processing.

3. How to Start a Return

1. Email us at support@pro-kitchen.shop with your order number and the item(s) you wish to return. You'll receive a reply within 1–2 business days with a prepaid return label.
2. Pack the item securely in its original packaging. Place the prepaid return label on the outside of the box.
3. Drop it off at any FedEx or UPS location (as indicated on your label). You will receive an email confirmation when we receive your return.
4. Wait for your refund. Once we inspect the item (usually within 1–2 business days of receipt), we will process your refund.

Please do not send items back without first emailing us — unlabeled returns may be delayed or lost, and we cannot be responsible for packages we did not authorize and track.

4. Refund Processing

Approved refunds are issued to your original payment method. Here's what to expect:

• Credit/debit card: 3–5 business days after we process the refund on our end (your bank controls the actual posting time)
• PayPal: 1–3 business days
• Apple Pay / Google Pay: 3–5 business days to the underlying payment method
• Store credit (if you choose this option): Issued immediately upon return approval

We refund the full product price plus any applicable taxes. Original shipping charges are not refunded unless the return is due to our error (wrong item sent, item arrived damaged).

We do not charge restocking fees. Ever.

5. Exchanges

Want a different color, size, or product? We handle exchanges as a return-and-repurchase: we process your return and issue a refund to your original payment method, and you place a new order for the item you want. This ensures you get the fastest possible delivery on your replacement.

If you'd like help with a same-product color exchange and the item is in stock, contact us at support@pro-kitchen.shop — in some cases we can ship your replacement before your return arrives to minimize wait time.

6. Damaged or Defective Items

We carefully inspect every order before it ships, but shipping damage can happen. If your item arrives damaged or defective:

1. Photograph the outer packaging and the damaged item before opening further
2. Email support@pro-kitchen.shop within 48 hours of delivery with photos and your order number
3. We will arrange a replacement shipment or full refund at no cost to you, and provide a prepaid label for the return of the damaged unit

For manufacturing defects discovered after use, please refer to the manufacturer's warranty. As an authorized ProKitchen dealer, we can help facilitate warranty service — contact us and we will connect you with the right service center.

7. Non-Returnable Items

The following items cannot be returned:

• Items explicitly marked "Final Sale" or "Non-Returnable" on the product page
• Open-box or refurbished items (these carry their own exchange policy noted at purchase)
• Gift cards
• Items that have been personalized, engraved, or custom-configured at your request
• Items that have been reported as lost in transit and subsequently located/delivered

8. Shipping Policy

We ship all orders from our Brooklyn, NY fulfillment center via FedEx, UPS, and USPS. All shipments include tracking, and you will receive a tracking number by email when your order ships.

Free Shipping Threshold

Standard shipping is free on all orders over $250 (pre-tax, post-discount). Orders under $250 are charged our standard flat rates below.

Order Cut-Off Times

Orders placed before 1:00 PM ET on business days (Monday–Friday, excluding US federal holidays) are typically fulfilled the same day. Orders placed after 1:00 PM ET or on weekends/holidays are fulfilled the next business day.

9. Shipping Rates & Delivery Times

Delivery estimates are business days from the shipment date, not the order date. Delivery windows are estimates provided by carriers and are not guaranteed — extreme weather, carrier delays, and high-volume periods (holidays) can add 1–2 days. We are not responsible for carrier delays once your package has left our facility.

Large or Heavy Items

Items that require freight shipping (stand mixers over 40 lb, some multi-piece sets) may be subject to a freight surcharge displayed at checkout. These items typically deliver in 5–10 business days and require a signature upon delivery.

PO Boxes and APO/FPO

We ship to PO Boxes and APO/FPO addresses via USPS Priority Mail. Delivery to military addresses typically takes 10–21 business days and is subject to military mail routing.

10. Contact Us

Our customer experience team is here to help with returns, exchanges, and shipping questions:

Email: support@pro-kitchen.shop
Phone: (718) 555-0192 — available Mon–Fri, 9 AM–6 PM ET
Live chat: Available on this Site during business hours

We aim to respond to all inquiries within 1 business day. For urgent matters (damaged items, wrong orders), call or use live chat for the fastest response.