The following is the return & refund policy (“Return Policy”) for all items purchased by the customer (also referred to herein as “you” or “your”) via Home Outlet Direct (also referred to herein as “we” “us” or “our”). Unless otherwise agreed to in writing by an authorized representative of Home Outlet Direct, this Return Policy may not be modified.
Returns
- Returns must be initiated within thirty (30) days of delivery. We cannot accept any returns thereafter.
- In order to qualify for a return, all product(s):
- (i) must be returned in their original packaging, or in the event that a product came with its own pallet, then returned in with its original pallet; and
- (ii) must not have been used or installed.
- Our customer support staff may ask for photos of the item(s) you are returning. This is required for processing returns and if no photos can be submitted, or if submitted photos do not reasonably capture the item(s) and any associate problem with the item, a return will be denied.
Restocking Fees
- All returns are subject to a restocking fee. This includes, without limitation, when an item cannot be delivered for any reason and it is returned to us. The restocking fee is an amount deducted from any refund we give to the customer.
- Additionally, in some cases, returns will require the customer to pay for the cost of return shipping. These restocking fees and return shipping costs are dependent on the brand you purchase as follows:
- ZLINE: 15% Restocking Fee
- Thor Kitchen: 15% Restocking Fee
- Forno: 30% Restocking Fee
- ILVE: 30% Restocking Fee
- Kucht: 30% Restocking Fee
- MRCOOL: 30% Restocking Fee + Cost of Return Shipment
- Blaze: 15% Restocking Fee
- All other brands not listed above: 15% Restocking Fee + Cost of Return Shipping
Cancellations of Shipped Product(s)
- Any shipped order that is cancelled, refused delivery, or turned around due to customer omission (such as being available for delivery appointment) will be treated as a return and will subject to a restocking fee listed above.
- The customer will be refunded the purchase price of their item, net of the restocking fee listed in this Return Policy.
- Notwithstanding the foregoing, refusing a shipment due to damage will not be treated as a return. This is further explained in our Shipping Policy.
Prices are Final
- Once an order is placed, the sale price for that item is final.
- Prices are final and cannot be refunded or adjusted for any reason, including without limitation, due to future promotions or competing prices from any other vendor.
- If you find the same product being sold for cheaper elsewhere or at a later date, we will not refund or credit the difference.
- If the suppliers/brands we work with run promotions from time to time, we cannot refund or credit you the difference between your purchase price and any promotional price offered by the supplier/brand.
Products not eligible for returns
Without limiting anything else herein, the following products are not eligible for returns:
- Any product(s) that has been modified.
- Any product(s) that is not in a resalable condition.
- Any product(s) that is not accompanied by an order number.
- Any product(s) that is not in the original box (or the original pallet if it came on a pallet), and is without sufficient packaging materials to ensure its safe transit.
- Any product that is regarded as a sample, including but not limited to: rug sample sizes, color samples, miniature range hoods, wood samples, and finish samples.
- MRCOOL accessories, including but not limited to: line sets, couplers, heat kits, downflow kits, line guards, wall brackets, thermostats, etc.
- ZLINE accessories, including but not limited to: Griddles/Grills, Brass Burners, Chimney extensions, Chimney short kits, Crown moldings, Filters, Trim Kits, Range Doors, Finish Samples.
- Thor Kitchen accessories, including but not limited to: Griddles/Grills, Chimney extensions, Range Hood Filters, Trim Kits, Cutting Boards.
- ILVE accessories, including but not limited to: Toe Kicks, Griddles/Grills, Handles/Handrails/Trims, Filters, Decorative Legs, etc.
Parts
- Parts cannot be exchanged for other parts except in our sole discretion.
Damaged Products
Warranty
- If there is an issue with the installed appliance, the manufacturer's warranty will be responsible to repair or resolve the issue. The manufacturer’s warranty begins on delivery of the item.
- The warranty becomes void if the product is shipped or transported outside the United States after delivery to a domestic address.
- Our warranty coverage applies only to products used within the U.S. Shipping or relocating items internationally may subject them to different conditions, regulations, and handling that could impact their performance and durability.
- To ensure your warranty remains valid, we strongly recommend keeping your products within the United States.
Exchanges
- We do not exchange items.
- If you are within 30-days from receiving you item(s), we can process your item as a return as described in this Return Policy, and you may then separately order the new product you desire.
Refunds
- Refunds are processed once our warehouse receives, inspects, and restocks the product.
- Refunds will be credited to the original payment method and can take up to 3-5 business days to reflect on your statement.
- PayPal transactions can take up to 3-15 business days to reflect on your statement.
- Return re-stocking fees are not refundable.
