At PourLab Zone, we take pride in providing premium bar equipment to both professional establishments and home bar enthusiasts. While we carefully inspect every bar rail, refrigeration unit, and bartending accessory before shipment, we understand that sometimes a return or exchange may be necessary. Please review our policy below to ensure a smooth process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Items must be unused, in original packaging, and in resalable condition
  • Returns must be initiated within 15 days of receiving your order
  • A copy of your original invoice or proof of purchase must be included

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Bar Cleaning Supplies (opened or used products)
  • Bar Rail Cleaning & Touch Up Paint (opened containers)
  • Custom-cut Bar Rail Moulding or Tubing
  • Opened Bartender Supplies

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear PourLab Zone Team, I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]: – Product Name: [e.g., 2-inch Outside Diameter Bar Rail Tubing] – Quantity: – Reason for return/exchange: [For exchanges only] I would like to exchange this for: – Product Name: – Quantity: Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Authorization

Within 1-2 business days, our team will:

  • Verify your request’s eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send return shipping instructions (if applicable)

Step 3: Ship Your Return

For approved returns:

  • Securely package items in original packaging
  • Include all original accessories and documentation
  • Clearly mark the RMA number on the outside of the package
  • Ship to: PourLab Zone Returns, 488 Mill Road, Hartford, US 05001

Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your original payment method will be credited (Visa, MasterCard, JCB, or PayPal)
  • You’ll receive email confirmation when the refund is issued

Please allow 5-10 business days for the refund to appear on your statement, depending on your financial institution.

Exchange Process

For approved exchanges:

  • We will ship your replacement item once the return is received
  • Standard shipping rates apply for the new shipment
  • For expedited exchanges, contact us for special arrangements

Damaged or Defective Items

If you receive a damaged bar refrigerator, air line system, or other equipment:

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange for a replacement or refund at no additional cost

International Returns

For customers outside the United States (excluding restricted Asian regions):

  • All customs duties and taxes for returns are the customer’s responsibility
  • We cannot refund original shipping costs for international orders
  • Please clearly mark the package as “RETURNED GOODS” to avoid additional customs charges

For any questions about our returns policy or your specific bar equipment purchase, don’t hesitate to contact our team at [email protected]. We’re here to help you build the perfect bar setup!