THE FIREPLACE AND CHIMNEY SPECIALISTS
Terms & Conditions of Sales
Special-Order Items & Returns
Special-Order items are items not normally held in our regular inventory, are out of stock, custom manufactured parts, or are discontinued items. When a customer orders a Special-Order item, we act as an agent on behalf of the customer in securing the item(s) requested. Upon customer approval and submission of the order, we will request an advanced payment (deposit) be made to cover expenses of the order. We will then make advanced payments and purchase the item from another dealer, distributor, or 3rd party on behalf of the customer. When we order Special-Order items, we are not able to return the items to our supplier thus these items are non-refundable.
Upon customer request and subject to approval sometimes we are able to arrange for the resale of Special-Order items. In this situation a minimum of a 25% restock fee plus shipping and packaging expenses are incurred and levied against the deposit paid prior to any refund being issued. All returned items must be returned within 30 days of receipt and in the same resalable condition (with original packaging). Installed items, installation labor, shop fees, delivery and travel fees, and shipping charges cannot be credited or refunded.
Warranty Coverage Policy
We require advanced payment for all warranty repairs. Most manufacturer warranty policies provide consumer confidence against workmanship and product defects. Some manufactures provide partial allowance for repair labor and travel expenses when an item fails during the warranty coverage period. In the rare event a warranty repair is needed, we are happy to submit the repair invoice to the manufacture for reimbursement. Once warranty reimbursement is received from the manufacturer, we will refund the reimbursement monies received less a labor fee for warranty submission, handling, and administration of the warranty repairs. Please note that manufacturer warranty reimbursement payments rarely cover all repair expenses. No warranty is expressed or given other than the manufacturers published warranty.
We understand scheduling conflicts can occur and are happy to reschedule service appointments if needed. We do require a 24 hour advanced cancellation notice iif you are unable to keep your scheduled apointment. With advanced notification we will reschedule or cancel the appointment at no cost. Advanced notification gives us an opportunity to fill the appointment with another customer without incurring a loss of income for the day. A $50 cancellation fee is charged to the customer account if a 24 hour notification is not provided. Once we are onsite and have incurred travel expenses we charge a minimum of a $50 cancellation fee plus travel expenses.