Smoky Mountain Emporium Heaters
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Smoky Mountain Emporium, Inc 

Return Policy

Manufacturers Defects: If a product appears to have a manufacture's defect, email our Customer Service department for instructions.

All products needing service that are under warranty must be called or taken to a warranty center listed in your owner’s manual.

Do not return products to us without first contacting us to receive instructions.

If an item is to be returned to us due to manufactures defect, you must first receive a, Return Authorization Number.

No packages will be accepted without a Return Authorization Number written clearly on the package.

*PLEASE NOTE: Customer satisfaction is our top priority.
We want you to be completely satisfied with your purchase.

If you need to return any item, please contact us within 15 days of receipt of your purchase.

Items must be returned in new, unused and resalable condition, and in its original packaging.

All returned products are subject to a restocking fee.

A credit will be issued upon proof of return shipping and inspection of the item less a 25% restock fee and any return shipping costs.

Customized orders cannot be returned due to their uniqueness.

Our Customer Service will be happy to assist you with any questions you may have.
Upon receipt of your return merchandise, credit will be processed to the original credit card charged.

Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges.

 

Return Merchandise Policy:
Check local codes and ordinances for permitted use of your purchase.
Permission for any return merchandise must be secured from our return department.
You must email the refund request to returns@smemporium.com (with RETURN in the subject field)
at which time the return authorization number (RA#) with return instructions will be sent to you.

No packages will be accepted without a Return Authorization Number written clearly on the package.

Products being returned must have a RA# issued before returned.

Electrical items, glass items, parts, vent pipe, vent pipe accessories, and clearance, closeouts, discontinued items non-refundable or Returnable.

Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges.
All damaged items or items missing parts must be reported within 3 business days after delivery.

Shipping charges (both ways) will not be refunded.

Only un-used items are returnable.

Items that are in un-sellable condition or are missing parts are not returnable.

Items must be returned in their original packaging.

We will not accept items returned after 30 days of the customer receiving the item.

The item must be returned with the following:

• All original contents (product, manuals, instructions, etc.)

• Original packaging

• Original invoice or receipt

 

Once a return is authorized by our return department you should:

Return the item to the address given to you by our return department.

Write the Return Authorization Number clearly on the shipping label.

Keep your shipping records for proof of shipment in the event of loss of returned merchandise.

Returns must be shipped UPS or FedEx. Freight Carrier if needed.

We cannot be held liable for return merchandise that does not reach our return department.

 

We may refund shipping costs only if the return is a result of our error.

You are responsible for all freight charges plus a 25% handling and restocking fee on shipments that are refused or returned with no fault on our part.

We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors.

The limit of our liability is the replacement cost of any item you purchase from us.
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