Skip to content

Refund policy

At Craft Kettle Brewing Equipment, we stand behind the quality of our products. Because we manufacture and sell commercial-grade equipment — from small fittings to full brewhouse systems — our return and refund policies reflect the nature of each product category. Please read this policy carefully before placing your order.

Questions? Contact us at info@craftkettle.com or call (855) 953-8853.

1. Return Eligibility by Product Category

Small Parts, Fittings & Accessories

Stock small parts and fittings (valves, clamps, hoses, tubing, accessories) may be returned within 30 days of delivery, provided the item is unused, in original packaging, and in resalable condition. A 30% restocking fee applies to all approved returns in this category.

Standard Stock Equipment

Standard, non-customized equipment (stock tanks, accessories, and other off-the-shelf industrial items) may be eligible for return within 30 days of delivery with prior written approval from Craft Kettle. A 30% restocking fee will apply. Items must be unused, undamaged, and returned in original packaging or equivalent protective packaging at the buyer's expense. Returns without prior written authorization will not be accepted.

Custom and Built-to-Order Equipment

Custom-fabricated and built-to-order equipment — including brewhouses, bespoke fermenters, custom brite tanks, HLTs, and any equipment fabricated to customer specifications — cannot be returned. All sales of custom and built-to-order equipment are final once an order has been accepted. See Section 4 (Cancellation Policy) for information about canceling a custom order before it ships.

Gaskets, Seals & Consumables

For sanitation and safety reasons, gaskets, seals, O-rings, and other consumable items are not eligible for return under any circumstances once shipped.

Drop-Shipped Items

Items drop-shipped directly from third-party manufacturers or distributors (including boilers, glycol chillers, grain handling equipment, and similar) are subject to the return policy of the originating manufacturer or distributor. Craft Kettle will assist in facilitating any eligible return process, but cannot guarantee approval or outcome. Contact us for details specific to your order.

2. Condition Requirements for Returns

To be eligible for a return, items must meet all of the following conditions:

  • Unused and uninstalled
  • In original or equivalent protective packaging
  • Free of damage, contamination, or modification
  • Returned within the applicable return window
  • Accompanied by a Return Merchandise Authorization (RMA) number issued by Craft Kettle

Items that have been installed, connected to utilities, used in production, or modified in any way are not eligible for return.

3. How to Initiate a Return

  1. Contact us within your return window at info@craftkettle.com or (855) 953-8853. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive written authorization. Do not ship any items back without a written Return Merchandise Authorization (RMA) from Craft Kettle. Unauthorized returns will be refused.
  3. Ship the item. Package the item securely and ship it prepaid to:

    Craft Kettle Brewing Equipment
    331 N Alexander St
    New Orleans, LA 70119
  4. Provide tracking. Email your tracking number to info@craftkettle.com once the item has shipped.

Craft Kettle is not responsible for items lost or damaged in return transit. We recommend using a trackable shipping method and purchasing appropriate insurance for high-value items.

4. Cancellation Policy (Custom & Built-to-Order Equipment)

An order for custom or built-to-order equipment is considered active once Craft Kettle has received all of the following: (1) a signed Sales Order, (2) a 30% deposit, and (3) signed drawing approval.

All deposits are non-refundable.

If you need to cancel a custom order after it has been accepted, you may do so only with the written consent of Craft Kettle. In addition to forfeiture of your deposit, you will be responsible for reimbursing Craft Kettle for all costs incurred up to the point of cancellation, including but not limited to materials, fabrication labor, subcontractor costs, vendor costs, and Craft Kettle's lost profit on the order. All cancellation amounts are due within 10 days of the cancellation date.

Requests to modify a custom order after acceptance may also result in additional charges, change order fees, and/or timeline adjustments.

5. Refund Method & Timeline

Once a returned item is received and inspected, we will notify you of the outcome. If your return is approved, a refund will be issued to your original payment method within 10 business days, minus any applicable restocking fees and return shipping costs. Refunds are not issued until the returned item has been received and inspected at our facility.

If a return is denied (e.g., item shows signs of use, installation, or damage), we will contact you to arrange return shipment of the item at your expense, or the item will be disposed of if we do not hear from you within 30 days.

6. Restocking Fees

A 30% restocking fee applies to all approved returns of standard stock equipment and small parts. This fee covers inspection, repackaging, and inventory reintegration. The restocking fee is deducted from the refund amount.

7. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Custom-fabricated or built-to-order equipment
  • Gaskets, seals, O-rings, and consumables
  • Items that have been installed, used, or modified
  • Items returned without a valid RMA number
  • Items returned outside the applicable return window
  • Items damaged after delivery due to buyer handling, improper storage, or improper installation

8. Damaged or Defective Items (Freight Claims)

All freight damage claims are governed by the terms of the carrier and must be handled at the time of delivery. If your shipment arrives damaged, you must document the damage before unloading the equipment — including photographs of the packaging, the equipment, and any visible damage — and note the damage on the carrier's delivery receipt before the driver leaves. Failure to document damage prior to unloading may forfeit your right to a freight claim.

Craft Kettle is not liable for freight damage. Recovery is limited to applicable carrier coverage. Contact us immediately at info@craftkettle.com if you receive a damaged shipment and we will assist you in initiating a freight claim.

Damage caused during unloading at the buyer's facility is the buyer's responsibility.

9. Warranty vs. Return

Our return policy addresses change-of-mind returns and order errors. Manufacturing defects are handled separately under Craft Kettle's Limited Warranty, which provides:

  • 60 months from the date of manufacture for material defects in the fabrication or welding of stainless steel tanks manufactured by Craft Kettle (extended to 120 months with qualifying Kettle Assist enrollment)
  • 24 months from the date of manufacture for all other material defects in Craft Kettle-manufactured equipment
  • Third-party equipment carries only the warranty provided by the original manufacturer, not to exceed 24 months from the date of delivery

To submit a warranty claim, you must notify Craft Kettle in writing within 7 days of discovering the defect. Warranty coverage does not apply to normal wear and tear, damage caused by improper installation, damage caused by the buyer, or failure to follow specified storage and operating procedures. All costs of dismantling, reinstallation, and freight associated with a warranty repair are the buyer's responsibility unless otherwise agreed in writing by Craft Kettle.

Full warranty terms are included in the Craft Kettle Terms and Conditions of Sale provided with your Sales Order.

10. Return Shipping Costs

The buyer is responsible for all return shipping costs, including freight, insurance, and packaging. Craft Kettle does not provide prepaid return labels. For large or heavy equipment, the buyer must arrange and pay for appropriate freight service. We strongly recommend insuring return shipments for their full replacement value.

11. Questions

If you have any questions about this policy or your specific order, please don't hesitate to reach out:

Last updated: February 2026