IMPORTANT NOTE:
- Once we start processing the order, if you cancel the order before we've booked dispatch, you will be charged a 10% fee as Processing cancellation & Refund Fees.
- Once the item has been picked up by the carrier, no cancelation requests can be processed, until the process reaches destination. In some cases, cancellation might be possible, but will require additional fee for the same, along with processing fees, return shipping fee, restocking fees (if applicable), and other fees. For further details, please reach out to us via contact us page.
GRAND CANYON GAS LOGS / AMERICAN FYRE DESIGNS / LE GRIDDLE / AMERICAN OUTDOOR GRILLS / FIRE MAGIC GRILLS / PRIMO CERAMIC GRILLS / WILDFIRE OUTDOOR GRILLS
We provide our customers with 60 days to file a Return Merchandise Authorization.
Return authorizations must first be approved. All eligible products must be returned in their original packaging and in new, re-sellable condition. If eligible for a return, a 20% restocking fee will apply.
Item/s must be returned within the 60 days in new, re-sellable condition. If not returned by the time specified, the RMA will expire and the product will not be eligible for a new RMA.
It is our customers’ responsibility to return the product in the same new/undamaged condition in which it was received. This includes installed or burned products. If a returned product is damaged, installed or burned, it will not be eligible for credit. We are not responsible for items received damaged.
Special order items cannot be canceled or returned once they have been ordered from the manufacturer. Obsolete or discontinued product cannot be returned once purchased.
Please email contact@kitchendirectcompany.com for further details.
OHIO FLAME
Buyer’s remorse
We provide our customers with 30 days to file a Return Merchandise Authorization (RMA). Shipping costs to return the item are to be shouldered by the buyer. The item must be returned in its original packaging along with all included paperwork. Once the item is received back and found to be in new, unused and resellable condition, a refund may be made (refund less shipping fees and 5% restocking fees). Cancellation reasons that are subject to a restocking fee include; accidental or duplicate orders.
Please email us at contact@kitchendirectcompany.com for further details.
AZ PATIO
We offer a 30-Day Return Policy on Patio Heaters, Parts and Accessories as specified in the conditions below.
UNOPENED Patio Heaters and Accessories
We can provide a refund (minus shipping and handling fee) on UNOPENED Patio Heaters and Accessories if returned to us within 30 days of the original shipping date to you. The item must be UNOPENED and in NEW condition in order to receive the refund.
Please note: In the case of unopened Patio Heaters and Accessories, there is a 5% Transaction Fee deducted to cover the cost of doing business- i.e., bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping. The original shipping and handling charges are not refundable and are deducted from the refund amount. The minimum Transaction Fee is $5.00
OPENED Patio Heaters and Accessories
If the Patio Heater or Accessories have been opened but are in new and resalable condition with all the original contents and packaging, we can still provide refunds but there is a 20% Restocking Fee. The 20% Restocking Fee is deducted from the cost of the items only. The original shipping and handling charges are not refundable and are deducted before calculating the refund amount. The item must be returned to, and received by, us within 30 days of the original shipping date to you. Larger items can be subject to a 30% restocking fee. Items not returned in the condition described here may be subject to a higher Restocking Fee or refusal of the return/refund. The minimum restocking Fee is $5.00.
Non-Returnable Items
Special Order items cannot be returned for any reason.
Items Showing Signs Of Use that are soiled showing signs of daily use.
Items that show any permanent signs of use such as scratches, damage, writing in manual, torn printed materials, etc. are not returnable.
How Do You Return A Product?
If you wish to return an item that qualifies for a return as specified above, please email us at contact@kitchendirectcompany.com to receive a return merchandise authorization (RMA), instructions for sending the item back, and an address for the return. A return merchandise authorization(RMA) is required to return a product. If you do not call first to obtain an RMA, your item may be refused or result in an increased Restocking Fee. The item must be returned and received by us within 30 days of the original shipping date to you. Returns will not be accepted beyond 30 days after the original sale shipping date to you.
Shipping an Item Back
If the item qualifies as returnable as described above, you are responsible for the safe return shipping on the product you send back. We do not credit any shipping charges toward the exchange. We can only accept items that are returned without signs of wear and tear and with all the original contents and packaging. Contents consists of any included parts, accessories, and manual without user's notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. We strongly suggest you ensure any package shipped back to us for the full invoiced amount. Otherwise, we will not be able to accept merchandise damaged by the shipper.
Why Do We Charge A Restocking Fee?
Once an item is opened it can no longer be resold as new, so there is a loss in value as soon as an item is opened by the purchaser. The Restocking Fee also covers the cost of executing your transaction- i.e., bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping an item.
MR. BAR-B-Q
10% restock fee for customer remorse returns. Contact us at contact@kitchendirectcompany.com for more information.
FIRE PIT ART
Fire Pit Warranty
All fire pit components are warranted for a period of 10 years after date of purchase. Any returns sent back must be sent via prepaid freight and in the original retail packaging.
Proof of purchase will be required before warranty service is rendered. The sales receipt is the only valid proof of purchase.
Refunds
Gas components are not eligible for buyers remorse refund if they have been installed or used.
Once payment is taken, any modified and / or powder coated pieces are considered custom work and not eligible for refund.
Artisan Spark Guard Warranty
Fire Pit Art® Artisan Spark Guards are handcrafted to fit Fire Pit Art® and no returns are accepted if they are purchased to fit any other product except Fire Pit Art. Although we use a very heavy mesh screen it is susceptible to the high direct heat of the fire pit. Longevity is determined by the frequency and intensity of the fires and will be different for every user.
Although it may rust, the fire screen material is guaranteed for sixty days against failure, the framework is guaranteed for ten years with proof of purchase and would be shipped back prepaid.
Although we do not accept returns, please feel free to email at any time if you should have questions before or after your purchase.
If you need to return an item, please email us at contact@kitchendirectcompany.com with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
HPC
All returns are subject to a 20% restock fee. Returns should be made within 30 days of invoicing and be in the original box. We do not accept returns of inserts, burners, pans etc. that have already been installed and/or burned. Email us at contact@kitchendirectcompany.com with the Sales Order number, Purchase Order number or Invoice number when requesting a return.
Once the return is received and processed, a credit will be applied to your account. You are responsible for the return shipping costs.