At Gastro Gas, we stand behind the quality of our professional kitchen equipment and gas solutions. We want you to be completely satisfied with your purchase of commercial-grade products. If you’re not satisfied, we’re here to help with our straightforward returns and exchanges process.

Return & Exchange Eligibility

To be eligible for a return or exchange:

  • Item must be in new, unused condition with original packaging
  • Return must be initiated within 15 days of receiving your order
  • Original proof of purchase is required

Important Note: For safety and hygiene reasons, certain products cannot be returned or exchanged:

  • Flexible Gas Connectors
  • Anode Bags
  • Testing Equipment, Gauges & Tools that have been used
  • Opened or used Kitchen Utensils & Accessories

Return Process

  1. Initiate Your Return: Email our customer service team at [email protected] with your return request within 15 days of receiving your order. Use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Items: Securely pack the items in their original packaging with all included materials.
  4. Ship Your Return: Send the package to our warehouse at the address provided in your RMA email. We recommend using a trackable shipping service.

Exchange Process

Follow the same steps as the return process, clearly indicating in your email that you’d like an exchange and specifying the replacement product.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receiving your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timing: Credit card refunds typically appear within 5-10 business days depending on your bank. PayPal refunds are usually processed within 24 hours.

Note that shipping fees are non-refundable unless the return is due to our error.

Return Request Template

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

Dear Gastro Gas Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • SKU/Item Number: [If available]
  • Reason for Return: [Please specify]
  • Preferred Resolution: [Refund/Exchange – if exchange, specify replacement product]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Damaged or Defective Items

If you receive a damaged or defective item (particularly important for gas products and commercial kitchen equipment), please contact us immediately at [email protected] with photos of the damage and we’ll arrange for a replacement or refund.

Contact Us

For any questions about our returns and exchanges policy for professional kitchen equipment:

Email: [email protected]
Mail: Gastro Gas, 3595 Simpson Square, Oklahoma City, OK 73129, United States