Last Updated: October 26, 2023

At Sous Chef, we are passionate about delivering the finest global ingredients and premium culinary equipment directly to your kitchen. We want you to be completely thrilled with your purchase. However, we understand that sometimes an item may not meet your expectations. This policy outlines our straightforward process for returns and exchanges.

Our Policy

You may return or exchange most new, unopened items sold and shipped by Sous Chef within 15 days of delivery for a full refund or exchange. The item must be in its original packaging and in a resalable condition.

Please Note: Due to the nature of our products, we cannot accept returns or exchanges on the following items:

  • Food & Ingredient Products: All food items, including but not limited to: African Ingredients, American Ingredients, Baking Ingredients, Beans & Pulses, Brazilian Ingredients, BBQ Season. For quality and safety reasons, these items are final sale once they leave our warehouse.
  • Opened or Used Products: Any product that has been opened, used, or is not in its original condition.
  • Gift Cards

For all non-food items (e.g., Aprons, Bakeware, Bento Boxes, Bowls, Bread Making Kits), our standard 15-day return policy applies.

How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

  1. Contact Our Team: Within 15 days of receiving your order, email us at [email protected]. Please use the template provided below to ensure we have all the necessary information to assist you quickly.
  2. Wait for Authorization: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions on where to send your return. Returns will not be accepted without an RMA number.
  3. Ship Your Return: Carefully package the item(s) you are returning. Include a copy of your original packing slip or a note with your order number and RMA number. Ship your return to the address provided in your authorization email. We recommend using a trackable shipping service as you are responsible for the item until it arrives back at our warehouse.

Return Shipping Costs

For returns due to our error (e.g., incorrect item shipped, defective item), we will provide a prepaid shipping label.

For returns for any other reason, the customer is responsible for the cost of return shipping. The original outbound shipping cost (if your order qualified for free shipping) is non-refundable.

Refund Processing

Once we receive and inspect your returned item, we will send you an email to notify you of its arrival.

  • Timing: Your refund will be processed within 5 business days of our receipt of the return.
  • Method: Refunds will be issued to the original method of payment used at the time of purchase (Visa, MasterCard, JCB, or PayPal).
  • Appearance on Statement: Depending on your card issuer’s policies, it may take 5-10 additional business days for the refund to be fully reflected on your account statement.

For exchanges, we will ship the new item to you via our standard shipping methods once the original return has been received and processed.

Return/Exchange Request Email Template

To expedite your request, please copy and paste the template below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Sous Chef Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Product Name: [Please insert the product name] Reason for Return/Exchange: [Please provide a brief reason] I have read and understand the Returns & Exchanges Policy on your website. Thank you for your assistance. Best regards, [Your Full Name] [Your Phone Number]

Questions?

Our culinary-loving customer service team is here to help you with any questions about returning an item to your store.

Email: [email protected]
Postal Address: Sous Chef Online Shop, 4832 Emily Drive, HOYT, US 66440

Thank you for being a part of our global culinary community.

Happy Cooking!
The Sous Chef Team