Return Policy
In the rare case you do need to return your propane or natural gas heater, we can accommodate your request in accordance to the following:
- Returns have to be within 30 days of product receipt
- Product(s) must be new and never installed
- Product(s) must be in resalable condition
- Product(s) must be in original packaging
- Product(s) must be crated to protect the heater(s) from freight damage
- Product(s) must be shipped prepaid to the factory
- Prior to shipping and crating, pictures of the heater and the finished crate need to be sent to our factory for approval so you can obtain a Return Material Authorization Number (RMA)
- Upon receipt, your returned item is inspected for damage
- Return shipping damage is your responsibility as is a minimum 30 percent restocking fee
Goods that are made to order, special orders, of obsolete design, or used goods will not be accepted for return. All return credits, if, as, and when issued, and except in the case of Seller's shipping error, will be subject to Seller's normal minimum return charge of 40% and deductions for any damages incurred during shipping or otherwise including any applicable repair costs. Freight fees shall not be credited. Final acceptance of returned goods is subject to examination at the factory, including such examination as is required to determine the condition of goods. All returned goods remain the customer's property and responsibility until such time (if any) as a credit memo has been issued. Seller will notify Buyer with reasonable promptness if a decision has been made not to issue credit.
Freight Policy
Our patio heaters and accessories are shipped by common carriers to any business address or nearest freight terminal within the contiguous 48 states in the USA (exception: offshore islands).
Our heaters require a forklift to unload the shipping crate, or at least two able bodied people at the delivery location. Receivers must be adequately equipped to remove the crating materials and unload the heaters one at a time.
If powered tailgate service is needed, allow an additional fee for this service.
We recommend providing a daytime phone number so the shipping company may arrange for a delivery time. If you miss the agreed upon delivery time, the freight company will charge you a redelivery fee. Delivery is provided during standard business hours Monday – Friday.
Patio Heaters’ Freight Damage
The packaging of our patio heaters and accessories minimize damage during shipment. We recommend the following:
- Be present when your order is delivered.
- Inspect the exterior of the package(s) for damage.
- Refuse the shipment if there is excessive damage on the packages’ exterior or crate.
- Contact us immediately with your order number and the name of the freight company.
- If there appears to be minimal damage to the packaging or crating do not sign the bill of lading without noting the damage and writing “subject to inspection.”
- Take pictures of the the damaged packaging materials.
If you have freight damage, we will work with you to correct the situation.
Warranty
If our patio heater and related accessories are installed according to our Patio Heater Installation Manual, our patio heaters are covered by our one year limited warranty on a parts only basis.