Refund and Return Policy
We provide only the best products to our customers and believe you will love them! However, sometimes you may need to return a product. Please review the following terms relating to refunds and returns.
- If you would like to return your purchase, you may return an item for a refund of the merchandise total within 30 days of delivery.
- All returns are subject to a restocking fee. These fees are dependent on the brand your purchase. This restocking fee typically is 20%, unless damages during shipping have occurred.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3-5 days.
- If you refuse a delivery it will automatically be sent back to the warehouse and treated as a return. The same restocking fees mentioned above will apply.
- Refusing a shipment due to damage will not be treated as a return. We will send a replacement unit at no cost to you.
- All orders are processed immediately, if you decide to cancel your order, a 20% restocking fee will apply. The restocking fee is dependent on the product and brand. Because we have to re-stock and process your product, cancelled orders may take up to 1-2 weeks to process.
- All product(s) must be returned in their original condition, never been installed, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Return will be issued after the warehouse receives, inspects and processes your return.
- Due to complexities with processing returned products, we cannot exchange items.
- If you are within 30-days from receiving your products, we can process your item as a return and you may order the product you prefer.
- The same return policy listed above will apply.
- If your item arrived damaged or defective - we are happy to arrange a replacement. Please email us with your order number and photos of the damage at email@example.com within 48 hours.
- Prior to shipping, all products are individually inspected to verify that they leave the facility in brand-new condition.
- When you sign for the delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.
- If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge. We only have a 48-hour window to file freight claims, so we cannot guarantee replacement if notified 48 hours (or two business days) after delivery.
- If you are missing any parts, we will ship them to you at our expense.If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy for a full refund.
- Before installing your unit, please test the item(s) for proper functionality by plugging it into the wall and testing if the product works (such as fan, vent, lighting, etc.).
- If your product has a manufacturer's defect, we can either replace the defective part or, if necessary, the entire unit.
Immediately inspect shipment For damage.
Notify Top Fires of any damage within 24-48 Hours.
Top Fires is not Responsible for damages after 48 Hours.
It is crucial that the receiver checks the packaging and item(s) conditions upon delivery and must note any damage on the delivery notice and, if necessary, the shipment should be refused. Please report a claim of any shipping damages within 2 days of delivery by emailing pictures of the damage to firstname.lastname@example.org. Any failure to report claims in a timely manner may result in damage not being covered by KETTLER®. If you purchased a KETTLER® product through any other retailer, seller or website, and the product has incurred shipping damage, please contact them directly to follow their claim procedures.
Any replacement parts ordered through our parts and service department via email (email@example.com) or phone (866-804-0440) are considered final. We do not offer refunds, exchanges or returns on replacement parts.
Returns caused due to a change of mind by a customer will be handled by KETTLER® on an individual basis. If a return is allowed, all freight charges will be paid by customer and a 20% restocking fee will apply.