Refund policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
We deeply value your satisfaction with our products and strive to ensure a seamless shopping experience. Therefore, we accept merchandise returns as part of our hassle-free return guarantee, as long as it's within our company policy guidelines. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please be aware that our return policy includes sending photos of the product and customers will be responsible for the shipping costs associated with returning the item. However, we want to emphasize that several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Technical Support Services
Downloadable software products
Some health and personal care items
Underground Insulated PEX
Outdoor boilers
Water treatment chemicals
Orders for non-returnable items that are cancelled before the order is shipped MAY be available for refund, but subject to a 35% restocking fee. Such orders, including Insulated PEX, require custom manufacturing and handling and we build these items to your exact specifications. In most cases, these custom items cannot be sold to anyone else.
Customized Kits
While these items are typically designated as non-returnable due to the specialized knowledge and analysis required for assembly, we understand that certain circumstances may arise. Therefore, we allow returns for these items but are subject to a 25% restocking fee.
All returns/replacements require a Return Merchandise Authorization (RMA). To request an RMA please call (231) 861-8200. You must call within 30 days of purchase. Returns will not be accepted without an RMA. The original invoice number must be provided to obtain an RMA. Please have this number ready when you call for an RMA. This return policy applies to parts only, and only those purchased from OutdoorBoiler.com.
Merchandise Return– Returns must be received by OutdoorBoiler.com within 30 days of the original ship date. Returns after 30 days may not be accepted. Special order, sale items, non-stock items, and discontinued items may not be returned. Shipping costs will be the responsibility of the customer. Parts must be returned in resalable, like-new condition, and in original packaging. Upon verification of RMA and condition of returns, a credit will be issued to a customer account or the payment method. Depending upon where we stock the part you are returning will determine the return address – you will be notified of the return address when you call for your RMA.
Damaged Package – Damaged packages must be reported immediately to the shipping company (UPS, parcel carrier, etc) by the Rep/customer. Then rep/customer must notify OutdoorBoiler.com within 24 hours of delivery. Reimbursement for replacement parts and shipping costs for the return of damaged parts are to be covered by the shipper.
Update as of September 2023:
UPS has recently implemented stricter requirements for damage claims, necessitating more detailed documentation when the damaged product and packaging are not available for inspection. This change aims to streamline the claims process and expedite resolutions for our valued customers.
New Requirements for Damage Claims: When initiating a damage claim for UPS deliveries, we kindly request that you provide the following seven photos to help us assess and expedite your claim:
- A photo of the damaged item: Clearly capture the extent of damage to the product.
- A photo showing the damaged merchandise inside the original box: The photo should include all original cushioning material, and it should show how the merchandise and packaging were arranged inside the box.
- A photo of the packaging material used inside the box: This can include bubble wrap, Styrofoam peanuts, cardboard dividers, or any other protective material used.
- A close-up photo of the shipping label with the tracking number: Ensure that the tracking number is clearly visible (typically beginning with 1Z).
- Close-up photo of the box manufacturer’s certificate (BMC), if available: The BMC is a round stamp detailing either the bursting strength or edge crush rating of the box. It is usually located on a bottom flap on the outside of a corrugated cardboard box.
- Two photos displaying all six sides of the package: One photo should show the top and two sides, while the second photo should display the bottom and the opposite sides of the package.
These additional photo requirements will assist us in processing your claim more efficiently, ultimately expediting the resolution process.
How to Submit Your Claim: To initiate a damage claim for your UPS delivery, please contact our customer support team at support@outdoorboiler.com or call 231 861-8200. They will guide you through the process and assist you in providing the necessary documentation.
Cancellation Fee
We understand that circumstances may arise that require the cancellation of an order or a change in shipping details. While we strive to accommodate your needs to the best of our ability, please be aware that a cancellation fee may apply in certain situations.
Our commitment to same-day shipping ensures that orders are promptly prepared for shipment minutes after being placed and registered in our system. Thus, the cancellation fee is implemented to cover the expenses associated with processing and preparing an order for shipment, as well as any administrative expenses associated with reversing the transaction.
- New Orders. No cancellation fee will be applied to orders that have not yet been processed by our warehouse team. However, please note that we typically prepare every order within minutes of placement to ensure our same-day shipping guarantee. Therefore, it's essential to confirm the status of your order promptly to avoid any potential fees.
- Processed Orders. A $12 cancellation fee will be charged and thus, be deducted from your refund amount for orders that have already been processed. This amount cannot be adjusted, thus cancellation of orders less than $12 may not be reasonable.
- Completed Orders. Once an order is completed, it cannot be canceled. Please call our office at (231) 861-8200 for assistance with returning the product once delivered to your address.
Warranty Return – For any part returned under warranty, a separate warranty authorization is also required. Follow the RMA procedure. If customer requires immediate replacement of part, a credit card charge must be processed prior to a shipping warranty replacement – then a refund will be processed for the defective product once returned within 30 days. If the defective part is not returned within 30 days, no refund can be given. If a defective part is covered under warranty and it is returned within 30 days, standard shipping rates will be covered for replacement part and return of defective parts, with prior approval.
Late or missing refunds (if applicable) - If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at Care@OutdoorBoiler.com.
Sale items (if applicable) - Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable) - We only replace items if they are defective or damaged. If you need to exchange it for the same item, follow the instructions above to obtain an RMA.
Shipping - To return your product, you should obtain a return address from us when you obtain your RMA number.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If your item was damaged in shipping, we will assist you in pursuing a claim for a refund of your shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you will vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
