Returning Products and Cancelling Orders
Returning Products
If you wish to return a stove or other products from us or cancel your purchase, you may do so without giving any reason. There are a number of conditions:
- After receiving your order, you have 30 days to let us know whether you want to exchange, return or cancel the purchase. If you wish to return the product, you can indicate this by email to [email protected]
- The product you return must be unused and unassembled. You are of course welcome to view the article. Be careful when removing parts of the stove from the box because we expect the item to be complete and undamaged upon return.
- We ask you to return the heater in the original packaging (in the box with original packaging materials, etc.).
- To be eligible for a full refund, this original packaging must be undamaged. Of course, the box can be opened carefully. If it concerns smaller stove parts, you can of course carefully cut open the adhesive tape around the package.
- You are liable for any reduction in value of the items resulting from the use of the items. You must determine the nature, characteristics and operation of the heater yourself based on the information on our website and in our catalog and, if applicable, provided by telephone or by written contact you have with us about the product. These are not grounds for returning the heater, unless the heater is not functional or meets the functionality described by us. The latter must of course be substantiated, as the functionality of our products has been tested by independent test laboratories.
If depreciation is passed on to you, we apply the following guidelines*:
- Damaged packaging = 20% depreciation
- No packaging = 50% depreciation
- Damaged, incomplete, used or dirty product = 100% depreciation
This is indicative. Naturally, every service case is unique and it will be determined per situation in what condition the product is returned and what amount will be paid out.
How do you return the product?
To return the product you must contact us. We will then take care of the transport, with a suitable truck with forklift and loading options. The costs, as long as the return of the product is not based on a valid and acknowledged complaint, are at your expense. Before you decide to return the product, you will receive a quote from the carrier. As a guideline you can assume around $1000 in the US. For smaller products, such as parts of a stove, standard postal services can be used. Please always contact us before returning anything, so that we can ensure proper completion. Our products are heavy and fragile, so we would like to assist you in returning them.
Refund for returned item
You will receive the refund for the returned item, minus the costs for any depreciation and shipping costs, credited to your account within 14 days.
Can I cancel my order?
It may happen that after the order has been completed you quickly discover that you have ordered the wrong item. Then you may want to cancel the order. If you want this, please contact our customer service as soon as possible. By calling us directly we can see what is possible. If you are quick, we can adjust the order in the system. If the heater or package is already on its way, we can possibly call the driver so that he does not have to come by. Is the driver at the door and you want to cancel your order? Then you can always refuse the order. The costs incurred for returning your order are at your own expense.