Returns & Refunds Policy
Since 1984, we strive to provide you with the quality products and the outstanding service you expect. If you are not 100% satisfied with your purchase, you can return it to us within 30 days of delivery as long as it is in accordance with the following return policies and procedures listed below.
To qualify for a general return, the item(s):
- Must be in resalable condition
- Must be free from scratches and/or defects
- Must not have been installed
- Must be in the original manufacturer’s box and packaging
- Must not have any writing on the original packaging
- Must not be missing pieces
- Must not be clearance/liquidations/closeout
- Commercial products cannot be serviced or refunded if being used in a residential setting
You may initiate a return for an item(s) within 30 days of receipt for a refund. Returns requested between 31 - 60 days after receipt will only qualify for account credit. Returns outside of our 30- to 60-day general return policy will not be accepted. Refunds will be applied to your account (minus return shipping and/or any restock fees) once the item has been received and inspected by our warehouse.
You may initiate a return for an appliance within 30 days of purchase. To ensure eligibility, appliance returns can only be set up over the phone with our Customer Service Specialists at (800) 777-9129.
Appliance Manufacturers charge a 25% restocking fee, any associated freight charges will also be deducted from the credit. Refunds will be applied to your account once the item has been received and inspected through our warehouse.
Returns need to meet the following criteria:
- Return must be set up within 30 days of purchase
- Product must be in original, factory sealed packaging with all associated literature and warranty cards in original condition
- Product cannot have been installed or used
- Post purchase rebates cannot have been claimed
- Product cannot be special order, made to order, clearance/liquidations/closeout or final sale
- Products must be returned using the same shipping method as it was originally shipped
- Photos are required in advance to ensure product is in original packaging
Hart & Price reserves the right to deny any return if the above criteria is not met.
You may initiate a return for defective item(s) within 30 days of receipt for a full refund. Once a return has been set up and returned to our warehouse, it will be inspected. If the return is deemed to be defective, a full refund will be applied to your account.
To qualify for a defective return, one of the following must apply:
- Item has a defect that hinders its usability for the purpose of which it was designed
- Incorrect item was received
- Must not be an appliance (see note on defective appliances below)
Defective Appliances. If you receive a defective appliance product, you will need to contact the manufacturer. All warranty service for customers is managed by the manufacturer of the product purchased. Please check your owner's manual for the customer service number of the manufacturer.
- Fagor Refrigeration (305) 779-0170
- Ice-O-Matic (800) 423-3367
- Fagor Dishwashing (305) 779-0170
- Royal Range (800) 769-2414
FREQUENTLY ASKED QUESTIONS
1. How do I send my return?
We recommend using the packaging from the original shipment. A copy of the invoice with written explanation is also required. Please use a carrier that offers tracking (like UPS) and remember to provide us with the carrier and tracking information.
If your shipment will travel via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment). Contact your carrier to schedule your freight pickup, but do not attach the BOL to the shipment.
2. When and why do I have to pay a parts restocking fee?
Most returns will not incur restocking fee charges if returned within 30 days except for appliances. Returns received between 31-60 days will be charged the standard 20% restock (appliance policy can be found above)
3. How do I cancel an order?
Cancellation requests must be processed by a customer service team member. Please contact the appropriate customer service team for immediate cancellation requests as our orders process quickly. Speaking with our service representatives allows us to review and process your request as quickly as possible. An order can only be cancelled if it has not shipped. Of course, special orders/made-to-order cannot be cancelled or returned.
4. I received account credit. Where can I use it, and for how long is it good for?
Account credits can be used at Hart & Price anytime, without an expiration date.
5. When should I expect my refund?
For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.
For refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 10 business for processing.
6. What is a Bill of Lading (BOL)?
A BOL is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products. The BOL will be automatically issued and emailed at no charge for defective returns. BOLs for general returns are created by you, and your carrier of choice.
7. I purchased an Appliance, can I return it?
All purchases on appliances are final unless approved by the manufacturer. Before issuing a purchase order, we recommend confirming that the item(s) meets installation requirements. We understand that occasionally a customer will purchase an item that does not fit their needs. If this is the case, please reach out to us immediately so we can correct the purchase prior to the item(s) being shipped from our warehouse(s).
If the item is found to be damaged during shipping and you notice upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. As such, we recommend contacting us immediately to report damages.
After 48-hours from delivery if the item has damages or defects that hinder the usability for the purpose of which it was designed, and it was signed free and clear, you will need to contact the manufacturer for warranty, technical support, and/or part replacements.
8. How will my refund be issued?
General return refunds requested 1 to 30 days after receipt will be issued to the company account. Upon request, the amount may be refunded to a credit card only if it was used as the original payment. General returns requested 31 to 60 days after receipt will receive account credit only.
9. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a freight claim?
If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.
If you notice damage after delivery (concealed damage), then take pictures of the damage, and contact the appropriate customer service team listed above. Carriers only allow two (2) business days after delivery to file a freight claim, so please email email@example.com as soon as possible. In the description please give us as much detail as possible of the damage. Make sure to specify whether you would like a replacement item or would like to return the item for a credit.
After the return is set up, please hold the damaged product(s), along with any damaged packaging, as the carrier may want to pick up or inspect it. Was a claim is approved you may dispose of the product unless instructed otherwise.
We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.
10. I did not receive all my products, or some items are not what I purchased. What do I do?
There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact the customer service team.
If you believe you have received the wrong product, please verify the item number of the product you received against the order confirmation email and/or packing list. If anything does not match, please contact firstname.lastname@example.org so we can assist in getting the wrong item(s) returned and the order corrected.
Backorders will ship by default when the product becomes available. If you would like ship complete service, please add that notation to your purchase orders.
11. My purchase was lost in transit, what should I do?
In case of a lost shipment, please contact one of our customer service specialists as soon as possible.