Installation Guide
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Return Policy:
Return Instructions
It’s important to us that you are happy with your purchase from Bio Flame. If for some reason, you are not satisfied with the product received, we’re here to assist. Before requesting a return, take a moment to review our return policy guidelines below.
To start a return, please email our Customer Success Team at sales@chillhubappliances.com
Return Requirements
All items must have been purchased directly from our company via the website or direct order. All products must be returned in their original packaging.
1. Returns for new products: Must be requested within 30 days of delivery. The product must be in new, unused condition with no signs of damage.
2. Defective, damaged merchandise, and missing parts: Must be reported within 20 days of delivery to qualify for a refund.
3. Custom items: Not eligible for return or exchange.
Return Shipping
● The customer is responsible for return shipping costs and optional package insurance.
● The customer must return the product to the correct warehouse, in new condition, and in the original packaging.
● We strongly recommend obtaining a tracking number and shipping insurance.
● Bio Flame is not responsible for returns lost in transit or for items damaged during return shipping.
● To request an RMA (Return Merchandise Authorization) and provide your return tracking information, please contact sales@chillhubappliances.com
Refunds
● Please allow 7-14 business days after the delivery of the returned item for our warehouse to inspect the products, approve the return, and process your refund to the original form of payment.
● The credit should be visible on your credit card statement within 3-7 business days after the refund is processed.
Non-Refundable Items:
● Products without RMA, including refusing the delivery, returns after 30 days of delivery, and products in unacceptable or used condition do not qualify for a refund.
● In such cases, we reserve the right to deny your return, and the returned product may be shipped back to the customer at the customer’s expense.
Cancellations
● The customer can request to cancel an order for a full refund, up to 48 hours prior to shipping.
● After tracking is generated the order can no longer be canceled.
● If you miss the cancellation period for your order, you can contact us to assist with a return at your expense.
Exceptions:
● Some items are fabricated specially for you and cannot be canceled once the materials are ordered and fabrication begins. All sales are final for the following:
● Custom made products
● Made-to-order products
Defective or Damaged Merchandise
● Please thoroughly inspect your products upon delivery and maintain the original packaging until you've ensured the product's satisfactory condition.
● In the rare occurrence that a product arrives damaged or an incorrect item is sent, contact our Customer Success Team at sales@chillhubappliances.com within twenty days from the date of delivery.
● If reported after 20 days, the product cannot be considered for a refund or exchange, no exceptions
Photo Requirement:
● For all products reported as defective or damaged, we will request the following photos in good resolution:
1. Photo of the damaged area of the product.
2. Photo of the overall product with the damaged area visible
3. Photo of the product packaging.
4. Photo of the damaged portion of the packaging carton.
● Damaged items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing before disposal. After 30 business days, the item will be disposed of or donated.
Missing Hardware or Components
● If a product arrives with any missing hardware or components, please contact our Customer Success Team immediately at sales@chillhubappliances.com
● You must contact us within twenty days from the date of delivery to report any missing pieces.
● After the twenty days, we cannot accept claims of missing parts, with no exceptions
Shipping Policy:
Thank you for choosing Chillhub Appliances for your shopping needs. Please review our shipping policy to ensure a smooth and informed shopping experience.
1. Processing Time:
- All orders are processed within 1-2 business days, Monday through Friday, excluding holidays.
2. Shipping Timeframes:
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In-Stock Products: Please allow 2-3 weeks for delivery from the date of order confirmation.
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Out-of-Stock Products: If a product is out of stock, please anticipate a shipping timeframe of 8-9 weeks. We will notify you promptly if any items in your order are out of stock and provide estimated delivery dates.
3. Free Shipping for US Orders:
- Enjoy free shipping on all orders within the United States. No minimum purchase is required.
4. Order Tracking:
- Once your order is dispatched, you will receive a confirmation email containing a tracking number that can be used to monitor the progress of your shipment.
5. Multiple Shipments:
- In order to fulfill your order efficiently, items may be shipped separately. You will be notified if your order will be shipped in multiple packages.
6. Shipping Rates for International Orders:
- For international shipping rates, please proceed to checkout.
7. Delayed Shipments:
- While we strive to meet the specified shipping timeframes, unforeseen circumstances or events beyond our control may cause delays. We appreciate your understanding in such situations.
8. Address Accuracy:
- Please ensure that your shipping address is accurate and complete. We cannot be held responsible for delays or misdelivery due to incorrect information.
9. Shipping Notifications:
- We will keep you informed about the status of your order via email. Please make sure to provide a valid email address at checkout.
If you have any further questions or concerns about our shipping policy, feel free to contact our customer support team at sales@chillhubappliances.com or (307)-522-1741.
Thank you for choosing Chillhub Appliances. We appreciate your business!
Sincerely,
Chillhub Appliances 307-522-1741
1405 Dewar DR
Rock Springs Wyoming 82901
United States
