Returns / Returns & Refund Policy
We understand that occasionally a customer will purchase an item that does not fit their needs. We are committed to working on an individual basis with our customers to solve any issues and provide the best possible service. If you are not 100% satisfied, you may return your order to us within the first 30 days after delivery*.
To make your return as easy as possible, review the following checklist for what items are required for a return.
All returns must include:
- Product(s) Ordered in Original Condition
- Original Packaging
- All Included Accessories & Materials
- A Return Merchandise Authorization Number (RMA) – This will be provided to you by a customer service expert when you schedule your return
Return and Refund Policy
If you are not fully satisfied with your purchase, you may return it to us within the first 30 days after delivery. All we ask is that the order be returned to us in its original packaging and condition with all included accessories and materials. Items shipped out via freight line carrier must be returned in the same manner. To obtain a return merchandise authorization number (RMA), please contact one of our customer service experts Monday through Friday 8 a.m. to 5 p.m. CST at 1-866-975-4846.
Shipping costs are not refundable and the customer is responsible for the cost of the return shipping.
Returns related to orders that included free shipping or a shipping charge less than $10.00 will be refunded 85% of the product cost in order to cover original shipping fees. All returns will be inspected and we reserve the right to adjust the refund on the return depending upon the condition of the returned product.
Due to seasonality and function, some of our products have unique return restrictions:
- Portable air conditioners, portable air coolers, and heaters are only eligible for return within the first 15 days after delivery.
- Only new, unopened water heaters are eligible for return. Customers will receive a 75% refund, minus shipping costs, for all returned water heaters.
- For safety reasons, all gasoline and oil must be removed prior to returning any fuel powered products. If gasoline or oil is not removed, your return may not be accepted.
- Items associated with our commercial, medical or special order product categories will be subject to a 25% restock fee. Ilve branded products require a 50% deposit at time of order and are not eligible for a buyer’s remorse return.
- Some Commercial products cannot be serviced or refunded if being used in a residential setting
Rerouting an Order
Orders that have been fully processed into our warehouse or shipped may no longer be cancelled. Should you wish to return an order that has yet to arrive at the ship to location please contact our customer service department so they may request a rerouting of the package with the shipping carrier back to our warehouse. Once the order is received back into our warehouse you will be refunded 80% of the of the product cost in order to recoup shipping fees. Rerouted orders that included an original shipping cost will be refunded minus the listed shipping amount and subject to a 10% shipping recovery fee.
We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at 1-866-975-4846.
Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund.
Unfortunately, not all products go through our warehouse, some are shipped directly from the manufacturer, and therefore it is possible a defective product could be shipped. If you receive a defective product, you will need to contact the manufacturer. All warranty service for customers is provided by the manufacturer of the product purchased. Please check your owner's manual for the customer service number of the manufacturer of the product you purchased. If you cannot locate the number, please call us at 1-866-975-4846.
We will not replace or exchange defective products that fall under the manufacturer's warranty coverage. All warranty service for original customers is provided by the manufacturer of the product purchased. Please check your owner's manual for the customer service number of the manufacturer of the product you purchased. If you cannot locate the number, please call us at 1-866-975-4846.
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