Refund policy

Return and Refund Policy

Buy With Confidence
At Spice Passport, we stand behind the products we sell. If your order arrives damaged, defective, or significantly different from what was described, we will work quickly to resolve the issue at no additional cost to you. Depending on the situation, we will provide replacement parts, a replacement product, or a full refund. Please inspect all deliveries upon arrival and contact us promptly if there is an issue.
Standard Returns & Conditions
For change-of-mind or non-defective returns, items must meet the following criteria to be eligible for a refund:
  • Return Window: Return requests must be submitted within 14 days of delivery.
  • Item Condition: Items must be completely new, unused, uninstalled, and returned in their original packaging with all manuals and accessories.
  • Eligible Products: We accept returns for both defective and eligible non-defective products.
Restocking Fees & Return Shipping Costs
Because our commercial-grade inventory ships direct from factory floors, standard returns are subject to strict manufacturer conditions to cover processing, inspection, and repackaging:
  • Manufacturer Restocking Fees: Approved returns on non-defective commercial equipment and heavy machinery are subject to a flat 30% manufacturer restocking fee.
  • Return Shipping Responsibility: The customer is responsible for all return shipping costs unless the item arrived damaged, defective, or incorrect.
  • Heavy Freight Returns: For oversized items shipped via LTL freight, the buyer must pay all return freight costs. Spice Passport can assist in obtaining an LTL freight return quote and bill of lading from the carrier, the exact cost of which will be deducted from your final refund.
Return Logistics & Addresses
  • Warehouse Routing: Please do not mail returns to our corporate administrative address. Spice Passport operates on a direct-to-manufacturer distribution model.
  • Authorization: Once your return request is approved, we will provide you with a Return Merchandise Authorization (RMA) and the exact manufacturer warehouse return address corresponding to your specific product brand. Returns sent without an active RMA or to our administrative address cannot be processed.
Exchanges
We do not offer direct product exchanges. If you need a different model, size, or utility configuration (e.g., swapping natural gas for liquid propane), please submit a standard return request for your eligible item and place a separate new order on our storefront.
Freight & Commercial Equipment Inspection
For all heavy machinery arriving via freight carrier, customers must thoroughly inspect the crate and product before signing the driver's delivery paperwork.
  • Visible Damage: Any visible damage to the packaging or unit must be noted clearly on the driver's delivery receipt before signing.
  • Concealed Damage: Internal or cosmetic damage discovered after uncrating must be reported to Spice Passport within 48 hours of delivery to qualify for manufacturer-backed parts or unit replacements.
Refund Processing
Once the manufacturer's warehouse receives, inspects, and approves your returned item, your refund will be processed. Approved refunds are issued directly to the original payment method used at checkout. Please allow up to 7 business days for the funds to reflect on your account statement depending on your banking institution.
Need Help?
If you have any questions regarding our return parameters, manufacturer restocking rules, or need to initiate an active return request, please reach out to our team:
Spice Passport
  • Phone: 1-855-683-9741
  • Email: ryan@spicepassport.shop
We aim to respond to all customer inquiries within 1 business day.