Major Appliance Return & Exchange Policy
48-Hour Satisfaction Guarantee
For standard stock items, customers receive a 48-hour trial period starting from the exact time of delivery or customer pickup.
Trial Usage: Appliances may be connected and used during this 48-hour window to ensure satisfaction.
In-Stock Requirement: To qualify for an immediate, penalty-free swap under this guarantee, a suitable replacement appliance must currently be in stock.
Inventory Availability Hold: If a customer initiates a valid claim within 48 hours but a replacement item is temporarily out of stock, the appliance must be returned to our warehouse immediately to halt further usage. The customer will be issued 100% store credit toward a different model or held for incoming stock, entirely waiving the standard 30% restocking fee.
Credit Eligibility: Up to 100% store credit is issued only if the returned appliance is in brand-new, pristine condition upon warehouse inspection.
Exchange Value Adjustments: If the replacement appliance is less expensive than the original purchase, the remaining balance will be issued as a non-refundable store credit. No cash or credit card refunds will be issued for the difference. (Example: Swapping a $679 appliance for a $599 model results in an $80 store credit balance).
Service & Trip Charges: The customer is fully responsible for all new logistical fees required to execute the exchange.
- New delivery fees apply to the replacement unit.
- New professional installation fees apply if connection services are required.
Non-Refundable Services: Original delivery, installation, and haul-away fees are completely non‑refundable.
Standard 30-Day Policy
This policy governs any standard stock return or exchange initiated between Day 3 and Day 30, or any return where the customer chooses not to select an alternative item.
Restocking Fee: A minimum 30% restocking fee is automatically applied to the credit or refund.
Condition Escalation: The 30% fee is the baseline for items returned in original condition. This fee scales higher based on the physical wear, usage, and cosmetic condition of the appliance upon warehouse inspection.
Financed Purchases: Returns on items purchased through third-party installment providers are subject to a 6% Financing Administration Fee to cover non-recoverable processing platform costs.
Non-Refundable Services & Extra Trip Fees: Original delivery, installation, and haul-away fees are completely non-refundable. In addition to the restocking fee, the customer is responsible for all new trip charges required to remove the unwanted appliance and/or deliver and install a replacement unit.
Special-Order Policy
Definition of Special-Order: A Special-Order is strictly defined as any appliance that must be ordered directly from a supplier or manufacturer and was not physically on hand in our current store inventory at the time of purchase.
Exclusion: Special-order products are strictly excluded from the 48-Hour Satisfaction Guarantee.
Restocking Fee: All returns or exchanges of special-order items are subject to a minimum 30% restocking fee.
Manufacturer Restrictions: Depending on specific manufacturer restrictions and the nature of the product, restocking fees may scale higher, up to a maximum of 50%, to reflect actual factory penalties.
Logistics & Fees: Customers are fully responsible for all initial and subsequent delivery, removal, and installation fees. All transportation charges are non‑refundable.
Cosmetic & Transit Damage Policy
Physical damage must be distinguished from cosmetic satisfaction claims. To ensure product integrity, we enforce a strict verification process backed by a multi‑stage inspection.
Our 3-Point Inspection Process:
- Stage 1 (Uncrating): All appliances are fully uncrated, unboxed, and visually inspected by warehouse staff the day prior to delivery.
- Stage 2 (Truck Loading): The delivery team performs a secondary structural and cosmetic check as items are loaded securely onto the delivery vehicles.
- Stage 3 (Customer Sign-Off): Upon completion of delivery or installation at the home, the customer must thoroughly inspect the unit alongside our team and sign the delivery receipt.
Exclusion: Special-order products are strictly excluded from the 48-Hour Satisfaction Guarantee.
Effect of Sign-Off: A signed delivery receipt serves as binding confirmation that the appliance arrived in perfect cosmetic condition. Subsequent claims for external physical damage (dents, scratches, cracks) after the delivery team leaves will not be accepted.
24-Hour Concealed Damage Window: For appliances delivered in a box (not unboxed by our team) or for internal mechanical/functional defects not visible during delivery, claims must be reported within exactly 24 hours of delivery. Claims made after 24 hours will be denied.
Post-30 Day Policy
Store Cutoff: No returns, exchanges, or store credits will be processed by our store under any circumstances after 30 days from the original delivery or pickup date.
Manufacturer Remedy: For any performance issues, mechanical defects, or repair requests past 30 days, the manufacturer warranty serves as the sole and exclusive path for service, repair, or exchange. Our support team can assist you with manufacturer contact information but cannot authorize store‑level returns.
Quick Reference Matrix
| Timeline / Item Type | Policy Tier | Fees & Conditions |
|---|---|---|
| Within 24 Hours | Damage / Shortage Reporting | Valid for concealed defects or unboxing damage. Must match internal inspection records. |
| Within 48 Hours (In-Stock Swap) | Satisfaction Guarantee | Up to 100% Store Credit. Remaining balances issued as store credit. Customer pays new trip/install fees. |
| Within 48 Hours (Out-of-Stock) | Inventory Delay Hold | Unit must be returned immediately. 100% Store Credit held for replacement or alternative item. Restocking fee waived. |
| 3 to 30 Days (Standard Stock) | Standard Return Window | Minimum 30% restocking fee (scales with wear). Financed orders face an added 6% fee. Customer pays trip fees. |
| Special-Order Items (Not On-Hand) | Special-Order Policy | 48-Hour Guarantee void. Minimum 30% restocking fee (up to 50% max). Customer pays all logistics. |
| Over 30 Days (All Items) | Manufacturer Warranty Only | No store returns, exchanges, or store credits permitted. |
Important Financial Footnotes
Method of Refund: All approved refunds will be issued back to the original form of payment.
Financed / Buy Now Pay Later (BNPL) Purchases: Due to third-party financing constraints where original transaction rates are entirely non-recoverable, all returns originally processed through external loan or installment providers are subject to a 6% Financing Administration Fee in addition to any applicable restocking fees.
Store Credit Alternative: To avoid standard restocking or financing deduction fees on standard items, customers may opt for 100% store credit balances on qualified, pristine returns within the 48‑hour window.
Cash & Check Refund Policy: Purchases originally paid for via cash or check will receive a full check refund (minus any applicable standard restocking or logistical fees) processed through our corporate office within 10 business days.