Returns and Refunds
Return options related to Open Box and Scratch & Dent items differ from new units so please read the following information carefully and contact our customer service team during business hours should you have any further questions.
Buyer’s Remorse Returns
As stated on each individual product page related to Open Box and Scratch & Dent items, units carrying these two designations are not eligible for a buyer’s remorse return. Because of this restriction, please make sure you take the time to thoroughly research if a given product will truly fit your needs. We also encourage you to reach out to our product experts during business hours and they will gladly assist you in selecting the correct model for your individual requirements. (800) 283-1044 – option 2. Again, this information is related to what is termed a buyer’s remorse return (customer changes their mind) and does not apply to items that may arrive with defects or excessive shipping damage. Please review the information related to defect and damage returns for details on those two return categories.
Even though Open Box and Scratch & Dent units may already include some cosmetic damage, there is always the possibility that an item may be damaged in transit by the carrier and our service team may need to assist you. We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at: (866) 975-4846 – option 4.
Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Failure to retain all original packaging (including over box) may limit our ability to properly assist you. Our service team may request photos of the damage via email in order to better assist you. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund.
Open Box Items: units carrying the Open Box designation will include a 90 day parts & labor warranty. The 90 day window begins the day the item is delivered. If you receive a defective Open Box product, you will need to contact the manufacturer. All warranty service for customers is provided by the manufacturer of the product purchased. Please check your owner's manual for the customer service number of the manufacturer of the product you purchased. If you cannot locate the number, please call us at: (866) 975-4846 – option 4. We will not replace or exchange defective Open Box products that fall under the manufacturer's warranty coverage. *Please note – Open Box items manufactured by Danby do not include any warranty coverage at this time. Please contact our service department during the initial 90 days.
Scratch & Dent items: Units carrying the Scratch & Dent designation are not eligible for warranty coverage from the manufacturer. If you have received a defective Scratch & Dent unit, please contact our service department for assistance during the first 60 days from the time the unit was delivered. (866) 975-4846 – option 4.
Rerouting an Order
Orders that have been fully processed into our warehouse or shipped may no longer be cancelled. Should you wish to return an order that has yet to arrive at the ship to location please contact our customer service department so they may request a rerouting of the package with the shipping carrier back to our warehouse. Once the order is received back into our warehouse you will be refunded 80% of the of the product cost in order to recoup shipping fees. Rerouted orders that included an original shipping cost will be refunded minus the listed shipping amount and subject to a 10% shipping recovery fee.