Return Policy Rules

Return Policy Guidelines

General Return Guidelines

  • Return Requests: Must be submitted within 30 days of delivery. Requests made after this period cannot be processed.
  • Exceptions:
    -Arteflame and Cosmo orders: Returns must be reported within 14 days of delivery.
    -ZWILLING, Henckels, Miyabi, Staub, Demeyere, Ballarini, Laurastar: No returns or refunds are allowed for buyer’s remorse.

Restocking Fees and Cancellations

  • Orders that are canceled or refused after shipment will incur a restocking fee, outlined below.
  • If incorrect shipping details are provided, leading to delivery failure, the shipment will be returned to the warehouse and a restocking fee will apply.
  • A minimum 15% restocking fee will be charged for any eligible return.

Product Eligibility

  • Products must be unused, uninstalled, and in their original packaging, including the box and pallet, to qualify for a return.
  • If the original packaging is missing, the return will not be accepted.
  • Used or installed products are not eligible for return.

Restocking Fee by Brand

  • ZLINE- 15% Restocking Fee
  • Thor Kitchen- 15% Restocking Fee
  • Kucht- 15% Restocking Fee
  • Forno- 30% Restocking Fee
  • Fotile- 15% Restocking Fee
  • KubeBath- 15% Restocking Fee
  • ILVE- 25% Restocking Fee
  • Loloi Rugs - 20% Restocking Fee
  • MRCOOL- 35% Restocking Fee and Return Shipping Fee
  • Pioneer - 35% Restocking Fee and Return Shipping Fee
  • Cosmo - 35% Restocking Fee and Return Shipping Fee
  • Modway - 25% Restocking Fee and Return Shipping Fee
  • Vanity Art- 25% Restocking Fee and Return Shipping Fee
  • Empava - 25% Restocking Fee and Return Shipping Fee
  • Arteflame - 25% Restocking Fee and Return Shipping Fee
  • All Other Brands- Minimum 15% Restocking Fee and Return Shipping Fee

    In certain cases, the customer may be responsible for packing the item(s) and shipping the item directly from a Fedex or similar carrier.

Non-Returnable Products

Products NOT Eligible for Returns or Exchanges

  • Any product that has been modified.
  • Any product that is not in resalable condition.
  • Any product not accompanied by an Order Number.
  • Any product that is not in the original box with original packaging materials. 
  • Any accessories including but not limited to: range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, lineguards, wall mounts, linesets, couplers and any accessory.

Damaged Products

In the rare event that your order arrives damaged, follow these simple steps to ensure a smooth resolution:

  • Visible Box Damage: If the box shows obvious damage upon delivery, take clear photos of the damaged box, refuse the package, and make sure the delivery driver notes the damage on the Bill of Lading or Freight Bill.
  • No Box Damage? Inspect the product immediately after receiving it. If the product itself is damaged, take photos and send them to us right away.
  • Contact Us: Email our Customer Experience team at [email protected] with your Order Number, a description of the issue, and the photos.
  • Our team will quickly arrange for a replacement unit to be sent.
  • If a replacement unit is sent, please be aware that removal of the old unit and installation costs are not covered.

Important: All damages must be reported within 24 hours of delivery. Claims reported after this period will not be accepted. Damaged products must be returned to qualify for a refund or replacement.

Exchange Policy

General Rules for Exchanges

  • Exchange Requests must be submitted within 30 days of delivery. Requests made after this period cannot be processed.
  • A minimum 15% restocking fee will apply to all exchanges. See specific restocking fees by brand above.
  • Only uninstalled, unused products in their original packaging, including the box and/or pallet, qualify for exchanges. Products that have been used or installed are not eligible.

How We Process Exchanges

  1. We arrange for the return of the product(s) through a scheduled pickup.
  2. Once received, our warehouse team inspects the product to confirm it’s in new, resalable condition.
  3. A refund is issued to the customer, minus the applicable restocking fee.
  4. The customer can then place a new order for the desired exchange item.

Refund Processing

Refunds are issued once the warehouse has received, inspected, and processed your return or exchange. The refund will be credited to your original payment method and may take up to 72 hours to appear on your statement.

International Shipping & Warranty Voidance

We take pride in offering high-quality products backed by a comprehensive warranty. However, please note that shipping goods outside the United States or personally transporting them outside the U.S. after delivery to a domestic address will automatically void the warranty.

Our warranty coverage is specifically intended for products used within the United States. Shipping or moving items internationally exposes them to different conditions, regulations, and handling that may affect their performance and durability. To maintain your warranty, we strongly recommend keeping your products within the U.S.

If you have any questions about international shipping or product transportation, please contact our customer support team before proceeding. Following these guidelines will ensure your warranty remains valid. We appreciate your understanding.

How to Start a Return or Exchange

To begin a return or exchange, please contact our customer support team at [email protected]. Be sure to include your order number, delivery date, and the reason for the return or exchange. We’ll respond promptly with the next steps to guide you through the process.