We pride ourselves on the quality of the products we sell. However, we understand that sometimes, for various reasons, there may be a need to return a product. Below is our comprehensive return policy. Please read through it carefully to understand your rights and obligations.
- Eligibility: Products can be returned within 30 days of the receipt date, provided they are unused, in their original packaging, and in a resalable condition. If a product was shipped on a pallet or in a crate, the pallet or crate must be kept in order to return the product.
- Proof of Purchase: A receipt and order number is required for all returns and exchanges.
- Photos: Photos may be requested for returns. Without them, the return might be denied.
- Initiating a Return: Contact our customer service team via email at email@example.com to start the return process.
- A restocking fee will be deducted from the refund amount for returned items. Fees are variable by brand:
- Capital: 30% restocking fee
- Forno: 30% restocking fee
- Forza: 30% restocking fee
- Fotile: 15% restocking fee
- ILVE: 30% restocking fee
- Thor Kitchen: 15% restocking fee
- ZLINE: 15% restocking fee
- All other brands: 15% restocking fee + return shipping cost
Brand-Specific Non-Returnable Items
- ILVE: Filters and other accessories.
- ZLINE: Chimney extensions, chimney short kits, crown moldings, filters, trim Kits, and other accessories.
Other Non-Returnable Items
- Any product(s) that have been installed or modified
- Gift cards
- Clearance items or items on special sale
- Items sold as "non-returnable"
- Customized or personalized items
- Payment Method: Eligible returns will receive a refund to the original payment method used for purchase.
- Processing Time: Once the returned item is received, please allow up to 7 business days for the refund to be processed and credited back to your account.
- Reporting Damaged Products: If your product arrives damaged, it must be reported within 24 hours of delivery. We may require photographs to assess the damage.
- Installed Products: Damaged products must not be installed, or the claim will be denied.
- Restocking Fee: Shipping allows for one delivery attempt. If undeliverable on the first attempt, items will be returned and a restocking fee applied.
- Price Adjustments: Order prices are final and cannot be refunded due to future promotions or competing retailer prices.
- Exchanges: Items within the 30-day return period may be processed as a return, but we do not offer exchanges.
- Liability: We are not responsible for any damage to the customers home, property, or premises caused by the customer, or courier, from moving any appliances/goods into the home, through the home, unpacking, installing, etc. This includes but is not limited to unpacking appliances, moving appliances/goods within the home, or during installation.
- Policy Changes: We reserve the right to modify this return policy at any time.
For any further queries or concerns regarding our return policy, please don't hesitate to contact our customer service team. We're here to help!