Warranty and Shipping Policies
WARRANTIES AND PROCEDURES
Our customers are important to us! Therefore, to give you complete peace of mind in purchasing a stove from us and to maintain our high standards of customer satisfaction, we are providing the following document to answer any possible questions you might have in regards to our warranties, delivery, damage, liabilities, and return policies.
All stoves sold will include and be backed by the manufacturers' written warranty. This includes replacement of all warranted components as set forth in the manufacturers' written warranty. Nevels Stoves will ship to the original purchaser, parts needed for repair of any unit sold by Nevels Stoves. The purchaser is responsible for the return of any replaced parts and will be charged and/or reimbursed for parts returned within 30 days of receiving replacement or warranted parts. After 30 days, the original purchaser is responsible for all costs and will be charged for parts sent to purchaser and the warranted part is no longer returnable.
Nevels Stoves is always looking for ways to ease your decision to purchase your next stove with us! We want you to be confident about your decision and enjoy total satisfaction from your new purchase. Warranties will not cover misuse, neglect, abuse or problems arising from incorrect installation or basic maintenance items. Please be aware that installation of your stove by anyone other than a qualified professional may void your factory warranty. All warranties are as stated by the manufacturer unless otherwise noted. Most manufacturers' warranties will cover all electrical and mechanical parts of your stove for a one year period. Additionally, the manufacturers' warranty covers heat exchangers and the steel structure under "Limited Life Time" coverage. Nevels Stoves will honor the manufacturers' warranty of any unit we sell(excluding warehouse close-outs) for the full term of the manufacturers' specifications.
Delivery of your stove will happen in three stages: (1) shipment of your stove (2) trucking company contacting you for delivery (3) delivery to your home or business. We will notify the purchaser when the stove departs our warehouse with a tracking number so the purchaser can track the stove on the trucking company's web site. In some cases, shipments can be delayed due to acts of god, truck mechanical failures and certain remote rural delivery areas serviced by contracted trucking companies. Oregon Stoves and Spas will not be responsible for any delays by trucking companies and will not be held responsible for any additional delivery charges due to hazardous road conditions or cancellation of delivery after it has left our warehouse.
Before accepting your order, remove the box from the pallet and inspect the product for any damage that may have occurred during shipment. If damage is detected, notify the trucking company, note the damage on the bill of lading and call us. You have 48 hours in which to notify us of any missing parts or hidden damage. If you do not notify us within this time frame, any future claim for said parts will be null and void.
Nevels Stoves is not responsible for any damage that may occur to the product in transit, although we do guarantee that your product will be received in working order. It is at the discretion of Nevlels Stoves to repair or replace the product, if the purchaser elects to cancel the order and ship the damaged product back to our warehouse. The purchaser will be responsible for all shipping charges plus a 15% restocking fee. All electronic parts are non-returnable and all sales are final. Special order parts are non-returnable.
Once a damage claim has been validated as legitimate, Nevels Stoves will ship replacement parts to repair or replace the damaged or incorrect items. The customer will be charged for the said items and will have 30 days from the date of receipt of these items to return the incorrect/and or damaged items. After 30 days, these parts, regardless of issue will not be returnable and no other legal recourse will be available.
Concealed damage occurs when the purchaser does not inspect the shipment by removing the box from the pallet before the delivery driver has left, then subsequently removes the box at a later time to discover damage to the product. The trucking company will not honor any and all claims against them if concealed damage occurs. Nevels Stoves is also not responsible for any repairs, reimbursement of funds or replacement of product. We specifically post all shipments with the notice: "Inspect for Damage while driver present". If the purchaser does not follow this process, they will own the product "as is" and will be responsible for contacting the trucking company to file a claim against the trucking company's insurance carrier. Claims can take 30 - 60 days to be settled.
IF, for any reason, you wish to return an unused item or part and it is in it's original package and is re-saleable, you have 30-days from receipt to return said parts to Nevels Stoves. There will be a 20% re-stocking fee and shipping charges will be the responsibility of the purchaser. No Returns or Refunds on Special Order Products, Closeout Specials or Parts.
Service and Technical Support
We are always happy to offer assistance. Simply call us during our normal business hours or e-mail us and we will be glad to answer your questions.
If you have difficulty with your stove, please call our toll free number and have the following information available for our technical support staff:
- Manufacture and model # or name
- Date purchased
- Last time stove and chimney has been cleaned and how it was done
- Who diagnosed the problem and how it was determined
- Was unit professionally installed and how is it vented
We will try to help you correct your problem to the best of our ability, but can only make recommendations based upon the information you provide. Pease be as concise and accurate as possible. We appreciate your business, and will make every attempt to get you serviced in a timely fashion. But, please remember, we are not your local retailer. We will certainly make every attempt to get you serviced, but logistics, geography, seasonality, or availability of parts may prohibit us from immediately addressing some issues. We hope that as an internet shopper, you will understand this situation and sincerely appreciate your patience.
All heating capacities are approximations based upon the best laboratory environmental conditions and are subject to change based upon square footage, climate, insulation, chimney height, humidity and altitude. These approximations should be used only for general reference. Nevels Stoves makes no warranty as to the validity of such claims by the manufacturers and it is the consumer's responsibility to verify such claims with any manufacturer.
Because we do not manufacture the products we sell, Nevels Stoves assumes no liability arising from the use, or misuse of any products purchased from us and at no time shall be responsible for any amount greater than the purchase price of said products.
We are always improving our offerings and product availability, and reserve the right to change pricing, products and specifications without notice. Nevels Stoves cannot be responsible for pricing or other errors, and reserves the right to cancel any orders arising from such errors. If an order is due to ship, we will notify the purchaser of any backorder or deletion of product from our line and we will offer another product of equal value. We will not be responsible or held liable for any damages and/or affiliated costs due to shipping delays, product availability, acts of god or any other direct or associated losses caused.