Smoky Mountain Emporium, Ltd
Return Policy
Damaged Shipments:
It is the customer’s responsibility to inspect all packages for damage at the time of delivery.
Inspect your package before you sign the bill.
Before signing for your common carrier delivery, it is important that you thoroughly inspect the package to insure nothing was damaged in transit.
Inspect the boxes for external damage and internal damage, remove the packaging and
inspect the contents for any physical damage in the presence of the delivery driver.
If there is physical damage, indicate this on the delivery receipt and refuse the shipment.
Before you accept any Freight products check for damage.
Once you sign the paperwork by the truck line freight company you become the legal owner of the product and we cannot file a damage claim;
you will be responsible for filing a claim.
This is a standard by all Trucking Companies and is the standard across all our competition.
If you find the item is damaged, write "damaged" on the bill of landing,
do not sign it, and inform us as soon as possible.
Damaged shipments from handling must be claimed with the freight carrier.
If any cartons are missing or damaged, be sure to note this on the freight bill.
If you notice concealed damage after the driver has left, keep all the packing, take pictures and
call the freight carrier to return and inspect the damage and file a claim.
We are not responsible for damage caused by the freight carrier.
We will be happy to help handle the claim on your behalf.
Manufacturers Defects: If a product appears to have a manufacture's defect, email our Customer Service department for instructions.
All products needing service that are under warranty must be called or taken to a warranty center listed in your owner’s manual.
Do not return products to us without first contacting us to receive instructions.
If an item is to be returned to us due to manufactures defect, you must first receive a, Return Authorization Number.
No packages will be accepted without a Return Authorization Number written clearly on the package.
*PLEASE NOTE: Customer satisfaction is our top priority.
We want you to be completely satisfied with your purchase.
If you need to return any item, please contact us within 15 days of receipt of your purchase.
Items must be returned in new, unused and resalable condition, and in its original packaging.
All returned products are subject to a restocking fee.
A credit will be issued upon proof of return shipping and inspection of the item less a 25% restock fee and any return shipping costs.
Customized orders cannot be returned due to their uniqueness.
Our Customer Service will be happy to assist you with any questions you may have.
Upon receipt of your return merchandise, credit will be processed to the original credit card charged.
Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges.
Return Merchandise Policy:
Permission for any return merchandise must be secured from our return department.
at which time the return authorization number (RA#) with return instructions will be sent to you.
No packages will be accepted without a Return Authorization Number written clearly on the package.
Products being returned must have a RA# issued before returned.
Electrical items, glass items, parts, vent pipe, vent pipe accessories, refractory, gas logs, logs, screen house, tarps, tents,
and clearance, closeouts, discontinued items non-refundable or Returnable.
Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges.
All damaged items or items missing parts must be reported within 3 business days after delivery.
Shipping charges (both ways) will not be refunded.
Only un-used items are returnable.
Items that are in un-sellable condition or are missing parts are not returnable.
Items must be returned in their original packaging.
We will not accept items returned after 30 days of the customer receiving the item.
The item must be returned with the following:
• All original contents (product, manuals, instructions, etc.)
• Original packaging
• Original invoice or receipt
Once a return is authorized by our return department you should:
Return the item to the address given to you by our return department.
Write the Return Authorization Number clearly on the shipping label.
Keep your shipping records for proof of shipment in the event of loss of returned merchandise.
Returns must be shipped UPS or FedEx.
We cannot be held liable for return merchandise that does not reach our return department.
We may refund shipping costs only if the return is a result of our error.
You are responsible for all freight charges plus a 25% handling and restocking fee on shipments that are refused or returned with no fault on our part.
We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors.
The limit of our liability is the replacement cost of any item you purchase from us.