At Buffalo Store, we stand behind the quality of our professional kitchen equipment. We want you to be completely satisfied with your purchase of commercial cooking appliances and accessories. If for any reason you’re not satisfied, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in its original condition
  • All original packaging and accessories must be included
  • A proof of purchase must be provided

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Chafing Fuel (flammable consumables)
  • Opened or used Consumables
  • Grease Traps / Fat Separators (hygiene reasons)
  • Custom ordered or specially fabricated items

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Submit Your Request

Within 15 days of receiving your order, email our customer service team at [email protected] with the following information:

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

Email Content:
Dear Buffalo Store Team,

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

I confirm that the item(s) is/are unused and in original packaging.

My contact number: [Your Phone Number]
Best regards,
[Your Full Name]

Step 2: Receive Return Authorization

Our team will review your request and email you within 2 business days with:

  • Return authorization and instructions
  • A Return Merchandise Authorization (RMA) number
  • Return shipping address (if different from our business address)

Step 3: Package and Ship Your Return

Carefully package the item(s) in their original packaging, including all accessories and documentation. Include a copy of your invoice or packing slip. Clearly write the RMA number on the outside of the package.

Shipping costs: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service.

Step 4: Processing Your Return

Once we receive your return, our warehouse team will inspect the item(s) within 3-5 business days. We will notify you via email about the status of your refund or exchange.

Refund Information

Approved refunds will be processed within 5 business days after we receive and inspect your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
  • PayPal: Typically appears within 24 hours

Note: Shipping fees are non-refundable unless the return is due to our error. For exchanges, we will cover the shipping cost of the replacement item.

Damaged or Defective Items

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

International Returns

For customers outside the UK returning items:

  • You are responsible for any customs fees, duties, or taxes associated with the return
  • Mark the package as “Returned Goods” to avoid additional charges
  • We cannot refund the original shipping costs for international orders

Need Assistance?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9:00 AM – 5:00 PM GMT

Thank you for choosing Buffalo Store for your professional kitchen equipment needs. We appreciate your business and are committed to ensuring your complete satisfaction with our products and services.