Refund policy
Effective Date: August 19, 2026
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Preserve Direct website at preservedirect.com.
2. Contact Information
Email: team@preservedirect.com
Phone: (289) 212-8410
Hours: Monday-Friday, 9 AM-5 PM EST
3. Return Eligibility
Customers in Canada may request a return within 30 days of receiving their order, subject to the conditions below. Because much of our inventory consists of large commercial equipment built or sourced to order, some items are non-returnable once ordered - see Section 7.
3.1 Conditions for Return
- Unused and undamaged, in the same condition it was received
- In the original packaging, with all manuals, accessories, and parts included
- Proof of purchase (order number or receipt) provided
4. Return Process
4.1 To initiate a return, email team@preservedirect.com or call (289) 212-8410 within 30 days of receiving your order with your order number and the reason for return.
4.2 Once approved, we'll provide a Return Merchandise Authorization (RMA) number and instructions for how and where to send the item. Items sent back without an RMA will not be accepted.
4.3 Package the item securely in its original packaging with all accessories, manuals, and documentation included, and clearly mark the RMA number on the outside of the package.
4.4 Ship the item within 7 days of receiving your RMA using a trackable shipping method.
5. Return Shipping Costs
Because much of our equipment is large and freight-shipped, return shipping costs (including freight/LTL fees) are the customer's responsibility unless the return is due to our error or a manufacturing defect, in which case we cover return shipping.
6. Specific Return and Refund Conditions
6.1 Change of Mind
Items must be unused, undamaged, and in original packaging; request must be made within 30 days of receipt. A restocking fee of up to 25% may apply to large equipment returned for change of mind, to cover freight and reconditioning costs.
6.2 Defective or Damaged Goods
Contact us within 48 hours of delivery with photos or video of the issue. We'll arrange a replacement, repair, or full refund, including return shipping, per the manufacturer's warranty terms.
6.3 Incorrect Product Received
Let us know immediately. We'll arrange return of the incorrect item at our expense and get the correct product to you as quickly as possible.
6.4 Order Cancellation
Orders may be cancelled for a full refund before they ship. Because large equipment is often built or sourced to order, cancellations made after the item has entered production or shipped may be subject to a cancellation fee reflecting costs already incurred with our supplier.
7. Non-Returnable Items
- Custom-built, made-to-order, or custom-configured equipment (e.g., made-to-spec dry agers, walk-in coolers/freezers)
- Special-order items sourced specifically for your order
- Items missing original packaging, manuals, or accessories
8. Refunds
8.1 Refunds are issued once we've received and inspected the returned item.
8.2 We'll notify you by email of the approval or rejection of your refund.
8.3 Approved refunds are issued to the original payment method within 14 business days.
8.4 Partial refunds may apply where items are returned damaged, incomplete, or outside the return window, or where a restocking fee applies per Section 6.1.
9. Exchanges
We're happy to arrange an exchange for defective, damaged, or incorrect items. Contact team@preservedirect.com to start the process. For defective or incorrect items, we cover shipping; for change-of-mind exchanges, the customer covers shipping both ways.
10. Legal Rights
This policy does not affect any statutory rights you may have under applicable consumer protection law.
11. Questions and Support
Email: team@preservedirect.com
Phone: (289) 212-8410
By purchasing from Preserve Direct, you agree to this Return and Refund Policy.
Preserve Direct Ltd.