Our Return Policy
We proudly stand behind the technology and products that we sell. Customized glass products are non-returnable for a refund. You may return general merchandise (non-customised) in its original condition within 30* days of receiving your order. We will refund 85% of the total sales amount (15% restocking fee will be deducted). The merchandise must also be in 1) new condition, 2) packed in its original manufacturer’s box and include all original packaging material, 3) include original manuals and any accessories that came with the item.
Note: A Return Authorization (RA) is required prior to shipping your package back to us. We will only refund shipping costs if the return is a result of our error. Click here for our contact information.
Any claims for damaged items or discrepancies (for example: missing items in your order) must be submitted to our Customer Service Department within 7 business days after delivery. You must notify Customer Service by either e-mail or telephone. We will not be responsible for, nor issue a refund, if notified after (7) business days.
If the return is the result of our error, we will arrange to have the item picked up via UPS and returned to our warehouse. We will issue a complete refund including shipping costs, if any. Sorry, we cannot refund shipping costs for Canadian orders.
Items that are returned in unsellable condition, are missing parts, or returned to us without authorization will be charged an additional 10%-20% restocking fee at our discretion.
If a package is returned to our warehouse or undelivered for any reason by our shipping carrier, and you do not wish to have the package reshipped to you, we will refund the total sales amount minus a $25 shipping charge.
How to Return An item
1. Call our Customer Service at (435) 752-6611 to obtain a return merchandise authorization (RMA). We will issue a RMA# which we will include on the UPS shipping label. We will mail the return label to you via USPS.
2. Packing your return- Place the item in its original packaging with all documents, manuals, parts and accessories. Wrap your item carefully in the original box and adhere the label to the box.
3. Shipping your return- If you are shipping the unit back to us on the money-back-guarantee, you as the buyer will be required to drop the product in its original box at a UPS location. Please keep your original receipt. The order number on your receipt will correspond to your RA#. You are responsible for seeing to it that we receive your item back in our warehouse undamaged and in good working order.
4. Upon receipt of your item, we will issue you a credit refund. Please allow 14 business days for your credit refund to post to your account or to receive a check in the USPS mail.
(Above statements exclude open-box/refurbished heaters & scratch & dent models)