At Castillos Restaurant Supplies, we are committed to your satisfaction. Whether you are a professional chef or a home cook, we want you to be completely happy with every purchase. If for any reason you are not satisfied with your order, our return and refund policy is here to help.
Eligibility for Returns
To be eligible for a return, the item must:
- Be unused, in its original packaging, and in the same condition that you received it
- Be returned within 14 days of the delivery date
- Include a copy of the original receipt or proof of purchase
Note: Perishable goods, special orders, clearance items, and opened food products are not eligible for return.
How to Request a Return
To start a return, please contact our customer service team:
Email: [email protected]
Phone: (408) 993-1536
Business Hours: Monday – Friday, 9 AM – 5 PM (PST)
Please provide your order number, the item(s) you wish to return, and the reason for the return. Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to send your item back.
Shipping Your Return
Customers are responsible for return shipping costs unless the item is damaged or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for returned items lost in transit.
Returns should be sent to:
Castillos Restaurant Supplies, Inc.
Attn: Returns Department
233 Commercial Street
San Jose, CA 95112
United States
Please clearly write your Return Authorization (RA) number on the outside of the package.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 48 hours of delivery. Include photos of the damaged product and packaging so we can assess the issue and provide a replacement or full refund at no additional cost to you.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days to your original method of payment.
Please note:
- Shipping costs are non-refundable unless the return is due to our error
- Refund times may vary depending on your bank or credit card issuer
Exchanges
We currently do not offer direct exchanges. If you wish to replace an item, please return the original product and place a new order separately.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food, beverages)
- Custom or special orders
- Items marked as “Final Sale” or “Clearance”
- Used or opened products (unless damaged upon delivery)
Questions?
If you have any questions about our Return and Refund Policy, feel free to reach out. We’re here to help.
Castillos Restaurant Supplies, Inc.
Email: [email protected]
Phone: (408) 993-1536
Address: 233 Commercial Street, San Jose, CA 95112