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We hope that you enjoy your new purchase, and we are grateful for your business. You're dealing with real human beings, not just fancy fireplace part web pages and computers, so we truly do appreciate your order.
Due to the nature of our business, HeatAndGloParts.com needs to maintain a strict return policy. A return will only be accepted up to the duration and parameters of the manufacturer's warranty for exchange or repair if a product is found to have a manufacturing defect. The end user needs to acquire a Return Authorization from the customer service department at HeatAndGloParts.com. The defective product then needs to be shipped in its original packaging to the location provided by the customer service department at HeatAndGloParts.com. No return shipments will be accepted by HeatAndGloParts.com, or by the manufacturer of the defective product, without the original packaging and Return Authorization.
Please note we are not able to accept returns after 30 days of delivery at your location. Please inspect the goods upon arrival and determine if you wish to retain them before the 30 day time frame expires. In order for a return to be considered it must be initiated before the 31st day after delivery takes place at your location.
Refund Method: You will be refunded in the very same payment method you utilized when placing your original order with us. A refund will occur in that payment method within 4 business days of receiving the goods back at the specific return to location and the goods have been fully inspected by us or the factory.
In some cases the sales department at HeatAndGloParts.com may arrange an exchange with the manufacturer for an alternative product. Once it is received in satisfactory condition by the manufacturer, the original product will be refunded, minus a restocking fee up to 25%, and the end user will be billed for the replacement product. The original product must be returned in "As New" condition, in the original packaging and with a Return Authorization provided by the customer service department at www.iBuyStores.com. All returned products must be in original condition and packaging otherwise, additional charges may be applied. We are not able to take returns of products that have been assembled or modified in any way. Certain products cannot be returned because neither we nor our suppliers can take them back, like special custom orders for example. Please call us if you have any questions about if a product can be returned. Any returned item that does not meet all three conditions will be considered the property of the end user; and will be shipped back to the end user at the end user's expense. Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our company return policy.
Standard shipping methods offer curbside delivery. For freight shipments (common carrier and other shipments over 70 lbs), shipping includes dock to dock delivery in the USA 48 contiguous states. Lift gate or inside delivery upgrades will possibly incur additional charges, and will be charged to the customer. If "prior notice" or "24 hour notification" is requested on shipments, additional charges may be applied. Please note that some of our products are offered with free shipping promotions, so please be aware that if you return one of these products our actual outbound shipping costs will still be deducted from your return refund amount. If a product arrives damaged, or an error was made, and it cannot be fixed with replacement parts, we will pay to ship the item back to us and send you a replacement. If you decide you do not want parts or a replacement, the item can be returned under our standard RETURN POLICY.
Items which exceed Fedex and UPS's weight and size limitations for ground shipping must be shipped via a commercial freight company. These freight companies normally use a semi truck to deliver to businesses with loading docks and will offer the cheapest rates for this kind of delivery. Freight companies may charge additional fees for "residential delivery", "lift-gate delivery", and "inside delivery".
Every freight shipment is insured. But in order to collect the insurance on damaged goods the receiver MUST INSPECT THE SHIPMENT BEFORE SIGNING FOR IT! Legally, when iBuy Stores signs the shipment over to the freight company, the freight company owns it. When you receive the item and sign for it, you own it. Therefore it is imperative that you carefully inspect your shipment for any damage. If there is any damage at all you must note the damage on the freight bill. This is the only way you will be compensated for the damage!!
A very small amount of freight shipments arrive damaged, but be sure to inspect your item when it arrives. The most common cause of damage is the fork-lift so pay special attention to holes poked in the packaging and to the bottom 18" of the shipment. Inspect the outside of the packaging to look for dents or crushed corners. If you see anything even slightly suspicious carefully remove all packaging and inspect the item. The driver may be impatient but that beats having to settle for a damaged item. Unlike FedEx or UPS, if you sign your Freight bill free of any claims then you have little recourse if you later discover that it is damaged.
Our products shipped factory direct right to your door. They are packaged by the factory to withstand damage during shipping. If a product looks damaged or parts are missing, please contact us. HeatAndGloParts.com will make every effort to help you obtain the necessary replacements as quickly as possible.
When it come to truck shipments (shipments other than UPS or FedEx) Even if the package appears only slightly damaged, write "Damaged" on the bill of lading slip when you sign for delivery. This is extremely important to expedite a fast resolution. If the package looks significantly damaged, you may refuse delivery completely and the trucking company will notify us. We can then send a new one right away to your location. If you refuse delivery, please notify us as well. If you accepted the package and find that parts are missing or concealed damaged, please let us know right away and we will ship you the replacement parts at no charge. Time matters since most shipping companies only let us file claims within 48 hours of delivery.
You have two options. You can note damage on the freight bill and accept the item anyway, or you can refuse the shipment. 99% of freight damage is cosmetic. If you sign the freight bill damaged then the freight company will replace your item, approve reimbursement for parts and repair, or provide compensation depending on the damage to your item. This is often the best option if you need to get your item operational and the damage is cosmetic. If you refuse the shipment it will be returned to us and we will ship a replacement as soon as possible.** This may take some time due to stocking issues and transit times, but this is usually the best option if you shipment is damaged beyond repair. If you accept your shipment in a damaged state it is very important that you call the freight company immediately to schedule an inspection and file the freight claim, you should take good pictures from different angles of the item and the packaging, and you should save all packaging material.