At Buffalo Store, we take pride in providing professional-grade kitchen equipment to chefs and food service businesses worldwide. Our comprehensive shipping and returns policy ensures a smooth experience from order to delivery and beyond.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (Monday-Friday, excluding public holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes full tracking
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Basic tracking included

Note: We currently ship worldwide except to certain Asian countries and remote locations. Delivery times may vary depending on customs clearance in your country.

Returns & Exchanges Policy

We stand behind the quality of our professional kitchen equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns process.

Eligibility for Returns

To qualify for a return or exchange:

  • Request must be made within 15 days of receiving your order
  • Item must be unused and in original condition
  • All original packaging and accessories must be included
  • Proof of purchase must be provided

Non-Returnable Items

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

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

How to Initiate a 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 with 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. For exchanges, we will cover the shipping cost of the replacement item.

Step 4: Processing Your Return

Once received, our warehouse 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: Original shipping fees are non-refundable unless the return is due to our error.

Damaged or Defective Items

If you receive a damaged or defective item, 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 shipping or returns questions.

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.