Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
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.
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:
Technical Support Services
Downloadable software products
Some health and personal care items
Underground Insulated PEX
Custom-designed parts kits
Water treatment chemicals
To complete your return, we require a receipt or proof of purchase.
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 / Hawken Supply.
Merchandise Return– Returns must be received by Hawken within 60 days of the original ship date. Returns after 60 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 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 to be covered by shipper.
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 Support@HawkenEnergy.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.
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.