At CARLISLE Shop, we stand behind our premium bar equipment with confidence. While we meticulously inspect every product before shipment to hospitality professionals and home entertainers worldwide, we understand that sometimes returns or exchanges are necessary. This policy outlines our straightforward process designed with your convenience in mind.

Eligibility Window

You may initiate returns or exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition
  • In their original packaging with all tags attached
  • Accompanied by the original receipt or order confirmation
Professional Note: For commercial accounts with urgent equipment needs, please contact our Nashville support team directly at [email protected] for expedited solutions.

Non-Returnable Items

To maintain hygiene and quality standards, the following products from our catalog cannot be returned:

  • Bar Towels and Coasters (opened packages)
  • Bar Shelf Matting (cut or installed pieces)
  • Personalized or custom-ordered equipment

Step-by-Step Return Process

1. Initiate Your Request

Email our returns team at [email protected] with:

  • Your order number
  • Item(s) for return/exchange
  • Reason for return
  • Preferred resolution (refund or exchange)
Subject: Return Request – Order #[Your Order Number] Dear CARLISLE Shop Returns Team, I would like to request a [return/exchange] for the following item(s) from order #[Your Order Number]: – [Product Name] – [Quantity] – [Reason for Return] [For exchanges, please specify desired replacement item] Please advise on next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number]

2. Receive Authorization

Within 1 business day, you’ll receive:

  • Return Merchandise Authorization (RMA) number
  • Prepaid shipping label (for US-based returns)
  • International return instructions if applicable

3. Package and Ship

Securely repackage items using original packaging when possible. Include the completed return form that will be emailed to you.

4. Processing

Allow 3-5 business days for processing after we receive your return. You’ll receive email confirmation at each stage.

Refund Details

Upon approval:

  • Timing: Refunds process within 3 business days after we receive and inspect your return. Allow 5-10 business days for the credit to appear in your original payment method.
  • Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is at customer’s expense unless the return is due to our error.

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. Specify your desired replacement item in your initial email
  3. We’ll ship the new item once we receive your return (additional charges may apply for price differences)
International Customers: For shipments outside the U.S., you may be responsible for return shipping costs and any applicable customs fees. We recommend using tracked shipping services like DHL or FedEx for your protection.

Damaged or Incorrect Items

If you receive damaged or incorrect items:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged item and packaging
  3. We’ll arrange for expedited replacement at no additional cost

Commercial Account Considerations

For our hospitality business clients:

  • House accounts may qualify for advanced replacement in urgent situations
  • Volume purchases may have modified return thresholds – consult your account manager
  • Equipment demonstrations can be arranged for large orders to prevent unnecessary returns

For any questions about our returns policy, contact our Nashville-based support team at [email protected] or +1 (615) 555-0187 during business hours (9AM-5PM CST).