Returns

Return & Repair Policy

  Your appliance is guaranteed for 1 year from the date of purchase – during this period we will repair or exchange, at our discretion, any faulty or defective parts providing the appliance has been used in accordance with the operating & installation instructions and has not been misused or mistreated in any way. Any unauthorized repair or attempted repair will invalidate the guarantee. You may be asked to return the product to our workshop for inspection to establish whether the fault is covered under the guarantee.

  We give each customer's concerns individual attention and will provide you with the instructions for making exchange, refund or repair. Please contact our Customer Service Department at 213-4467172 within 365 days of delivery so the exchange, refund or repair can be arranged. You may also send us a message requesting instructions. 

  When returning stock items of your choice, include a copy of the completed return form (found on the back of the packing slip). For the return form, please email us (rwflame@hotmail.com).

  Return shipping can be arranged with the shipper of your choice; however, we do encourage you to use a shipper with a reliable tracking system such as FedEx or UPS. If the shipment is lost or damaged on its way back to Utrecht, you may follow up with the shipper for claim resolution.

  Please Note: We may charge a 15% restocking fee on any merchandise returned as a result of a customer's ordering error, and the customer is responsible for the return freight.

  Once a return package has been delivered to our distribution center, please allow 2 weeks for the return to be reviewed and processed.

 

Returning Drop Shipped Items

  Items that are shipping directly from the manufacturer (drop shipped) cannot be returned without prior authorization from Customer Service. Failure to do so may void any refund eligibility. All returns are also subject to a restocking fee established by the vendor. Please contact customer service regarding the restocking fee.

  Please call us at 213-4467172 to obtain a return authorization number before returning a drop shipped item.

 

Order Cancellations

  Any order that is cancelled after it has shipped from our warehouse will be subject to a 15% restocking fee. Additionally, any applicable shipping and handling charges will not be refunded to the customer.

 

Damage and Shortage

  Count parcels and inspect the shipment before signing the delivery receipt. If damage or shortage is apparent when you receive your shipment, please note it on the delivery receipt. Have the delivery driver sign the receipt and verify that there is damage. Save the damaged package or carton for inspection.

  Open all packages immediately. Inspect merchandise to see if it is in good condition. If concealed damage (damage to materials inside a package with no external damage evident) is exposed, notify us at once. We must notify carriers within 15 days, or they may deny liability.

  Check your merchandise against the packing slip. If an overage or shortage exists, or if there are any other problems with your order, notify Customer Service department at 213-4467172(Monday-Friday 6 AM to 10 PM) within 10 days after receipt of your merchandise.