Below are the terms and conditions for purchases made from ComfyHearth.com. We believe you will find them to be fair and equitable compared to our competitors and other online retailers. Be sure to read them carefully and let us know if you have any questions or concerns before you make your purchase, because placing an order either by phone or through our shopping cart is an acceptance of these terms. Please note that modifications to these terms and conditions may apply to trade customers who make volume purchases or purchases for resale. Please contact our trade department if you questions regarding the terms for trade accounts.
We have a 20% restocking fee plus return shipping fee for qualified items that are returned to us in unused resalable condition within 30 days of shipping. Free shipping items will also be charged the shipping charges incurred out to the customer if returned. Unused resalable condition means the item you wish to return was never used or installed and is being sent back to us in such condition that it can be resold as new. Just to be clear, resalable condition does not mean that you cannot open the box to inspect the item and determine whether or not it is to your liking…we certainly expect you to do just that. It does mean that you must be careful to open the package and inspect your item in a responsible way so that you can repackage it and send it back to us in the same condition we sent it to you. This very liberal policy applies to all retail sales items with the following exceptions: custom made items, closeout specials, items less than $100, discontinued items or items that we no longer carry. Also, purchases made through our trade department may not qualify for this policy because they generally have special conditions and requirements that are negotiated separately.
To help ensure an item will meet the requirements of our “Return Policy”, please follow these simple common sense guidelines:
- Open your package carefully without tearing up the box…so use a knife to cut the tape or pliers to remove large staples.
- Keep all of the packaging material in tact and organized and take care to notice how the item was packaged so you can easily repackage it in the event you decide to return it.
- Do not tear open hardware packages or other items inside the box that are in sealed plastic and do not cut any wires or make any modifications to the item until you are sure you are going to keep it and are preparing to assemble or install it.
- Do not write anything on the box or attach any additional labels unless otherwise instructed to do so by one of our customer service representative.
- Use only clear packaging tape to reseal the box once you have repackaged it.
When we receive your returned item, we will inspect it before placing it back on the shelf for resale. If all is good, we will refund for the entire amount you paid for the item less any shipping charges.
PROCESSING A RETURN:
All returns require an RMA (Returned Merchandise Authorization) number regardless of whether an item is new or defective. Any returns sent without the proper RMA # will be refused.
To request a RMA, simply email customer service at: [email protected] stating you would like to make a return. Please include your original invoice number along with the brand name and model number of the items you wish to return from that invoice as well as a detailed description of why you wish to make the return. Including some pictures with your return request has also proven to be quite beneficial when returning damaged items. You will receive further instructions within 2 business days. Return shipping charges must be prepaid by the customer with the exception of defective merchandise or items that we shipped incorrectly. In such cases, we may provide you with a return shipping label or send out call tag at our expense.
DISCONTINUED ITEMS & CLOSEOUT SPECIALS
Our return policy does not apply to items on our site that have been Discontinued or are indicated as “Closeout Special”. Although we will accept the cancellation of a Closeout Special item prior to shipping, once a Discontinued or Closeout Special item has been shipped, the order cannot be canceled, refunded or returned. Often times, Discontinued items and Closeout Specials are being sold at prices near or below dealer cost and we might even be taking a loss just to get them out of our hair, so we hope you understand why we will not take them back.
DEFECTIVE MERCHANDISE – STANDARD DELIVERY
In the unlikely event you receive defective merchandise, contact ComfyHearth.com customer service to receive a return merchandise authorization number (RMA) and return your defective item(s) within 10 days of receipt. We will provide you with instructions for labeling and returning the merchandise. Items returned without a RMA will be refused. Merchandise must be returned and prepaid by the customer. Upon an evaluation by our authorized service technician we will, at our option, replace the product or issue a full refund for the original price of the item plus any shipping charges that were incurred.
DEFECTIVE MERCHANDISE – FREIGHT DELIVERY
When you receive an item that is shipped to you from a freight company, whether it is being delivered to your location or to a freight terminal, be sure to open the box or crate and inspect the merchandise before accepting and signing for delivery. We cannot be held responsible for any costs incurred to replace damaged merchandise shipped by a freight carrier that has been accepted and signed for. If you discover upon inspection that the merchandise is damaged, simply refuse to accept the delivery and we will replace that item at no additional cost to you once we receive the returned item from the freight carrier.
Non-Freight Deliveries: Delivery by UPS, Federal Express, and United States Post Office: All orders will be shipped to the address provided by you and left at your door by one of these delivery agents. If you prefer your product be signed for, you must call to place your order and request this additional service. There will be an additional fee of $8.00 for Signature Required deliveries. It is understood that if you opt to not have the package/s signed for, any lost or stolen merchandise is your responsibility, provided we do have proof of delivery from the delivering agents that show the products were delivered to your designated delivery address.
Residential Freight Deliveries: In most cases, when a freight company is used to deliver your merchandise to a local terminal, it may not be the same company that offers residential delivery. Therefore, when your merchandise arrives at the freight terminal, it may be transferred to a local delivery service.
In most cases where a residential delivery has been specified for large items we charge a flat $200.00 residential delivery fee which covers getting your merchandise delivered to your address with a lift gate. Residential delivery services are not necessarily responsible for taking items off the lift gate and bringing them into your home or garage. Some local delivery services may offer to do this for you at no charge, others may offer to do this for a fee which you can pay them directly at the time of delivery if you so choose.
Free Shipping: Free Shipping is limited to items shipped within the Contiguous USA as detailed on Comfyhearth.com. Items indicated as Free Shipping will be delivered using the shipping method of our choice. Items that must be shipped via Common Carrier (trucked items) will be delivered to a freight terminal (see above restrictions for freight deliveries). Free Shipping for trucked items is limited to shipping costs up to $200.00. Because the cost of shipping items via common carrier changes almost daily due to fluctuating fuel surcharges, we reserve the right to not ship any order via common carrier if the cost quoted by the carrier exceeds $200.00. If this is the case, you will be notified and given the opportunity to cancel your order or cover any additional costs over $200.00 and proceed with your order. Free Shipping may not apply to discounted orders placed through a trade account or where we have matched or beat the price of a competitor, in which cases the overall delivered cost of goods has been considered in the reduction of the price.
Canceled Orders: If you wish to cancel an order, you must contact customer service via email at: [email protected] as soon as possible in order to avoid any shipping charges. If no portion of your order has shipped you may cancel your order without incurring any charges. If any portion of your order has shipped or has been staged for shipping, the shipping charges that are incurred will be charged to your account and the remaining balance will be credited. In order to have a document trail for both parties, cancellations may only be made via e-mail, no other method will be accepted.
Payment: To provide maximum security for our customers, we do not keep credit card numbers on file or store them in a database where a hacker could access them. Instead, when you place an order by credit card either over the phone or using our secure shopping cart, your credit card is verified through a federally approved secure system and funds for the order are reserved for a short period of time (several days). Your card is not charged by the bank until your order is actually shipped. If there are multiple items on your order that ship on different days or from different locations, you will see separate charges on your statement for the items on each shipment. If a custom order or back ordered items that takes longer to fulfill than the amount of time the funds are reserved, we will call you and take your credit card payment again over the phone when the item is ready to ship.
Lead Time: Lead times vary between manufacturers. The lead times quoted on our site or over the phone are approximate. Although, in most cases, you will receive your merchandise before the end of the lead time, back orders may occur which can delay the shipment of merchandise. When back orders occur, we do our best to notify you so that you have the option of waiting the additional estimated time or cancelling your order with no cancellation fees.
Order Confirmations: If an e-mail address is provided you will receive an e-mail confirmation of your order. Be sure to check your confirmation to ensure all of the information is correct including the shipping address and the individual items on the order.
If you find something wrong, please email: [email protected] with the corrections within 48 hours of the e-mailed confirmation. Otherwise, we will assume everything is correct and process your order as it is shown in the confirmation. Placing an order either by phone or through our shopping cart is an agreement to the terms and conditions stated on this page.
Refused Merchandise: Refused merchandise without receiving an RGA# from a ComfyHearth.com Representative, will not be accepted and will be returned to the customer at their expense with the exception of freight merchandise that has been refused due to damage (see Defective Merchandise – Freight Delivery). For further questions regarding these policies, please email us at [email protected]
Installation: Installation fees, proper installation and use of any products purchased from ComfyHearth.com is the sole responsibility of the customer. ComfyHearth.com and its subsidiaries are not liable in any case for any costs and or damages associated with the installation or use of products purchased from us. In cases where a product is defective, although we may send a replacement for a defective item as stated in the terms above, we are not liable for any additional costs associated with removing or repairing the defective item and/or installing a replacement.
Trade Accounts: Trade accounts are subject to additional policies and mutual agreements that may or may not differ from the above policies.
Emails and Email Addresses: Our web site does not incorporate any hidden means of “Grabbing” your email address. The only way that we can get your email address is if you supply it to us by sending us an email, or by filling out our information request form. We will not sell or send your email address to any company or individual outside of our organization.