Return Policy-
Non-expendable items may be returned within 15 days of purchase for store credit or a refund if item is unused and in original packaging. Expendable items are nonrefundable. Special order items are non-refundable. Heating appliances are non-refundable once order, delivery, or installation has occurred. A change from one in stock store unit to another may be allowable within 2 days of invoice date, assuming delivery/ possession has not occurred. Any change regarding color will be subject to a recharge per occurrence if unit has been painted. Any other changes or cancellation is subject to a 20% change/restocking fee. Wet or damaged pellet bags must be returned within seven days of final sale date to qualify for replacement.
Service charges are non-refundable if service has been performed or travel has occurred to perform work.
Special order items must be paid in full prior to order placement and are non-refundable. Special order items include, but are not limited to, enamel stove units, non-stock stoves, non-stock pipe and accessories, non-stock parts for stoves.
Service charges are determined by distance from store, time needed, and knowledge and training required to complete the task. These charges are non-refundable. Service charges reflect labor charges only. Parts and accessories are not included. If a service appointment is missed a charge may be imposed. If service cannot be performed due to customer indecision, lack of preparation of area, clearance or other code compliance restrictions, or if information relating to the above is withheld by customer a service charge will be imposed, and payment by cash or certified check must be received for rescheduled service.
Professional installation is always recommended for a heating appliance. Installation services are available by K. C. Hearth & Home, Inc. for new units purchased in our showroom. Customer is responsible for any and all related permitting. Customer is also responsible for informing K. C. Hearth staff of conditions, air inlets, and other structural items that may affect or relate to installation. If area is not to code, clearances cannot be met, if consumer is otherwise unprepared, or if changes require a second trip to have stove installed a second service charge will be imposed. Installation of thermostat, backup units, accessories and other services are not included in base installation charge. Any changes or additions to basic installation may result in additional service and part charges. K. C. Hearth is not liable for misuse, third party installation or setup not to code, use outside of manufacturers recommended guidelines, or damages resulting from manufacturing defect(s).
Delivery services are available from K. C. Hearth for new product purchased in our showroom. Stove tailgate deliveries leave stove on pallet and unit is taken off the back of the truck. Installation estimate may be given but installation advice is forbidden. Pellets are priced by delivery/pickup date. Pellets that are picked up must be taken at time of purchase. Not liable for damages loading or unloading pellets. Multiple ton deliveries may be provided by a flatbed truck and Princeton forklift. The Princeton unit is designed for paved and gravel driveways/roads. Not liable for damages resulting from driving/unloading by customer request. Loading of pellets, stoves, and other merchandise is available at K. C. Hearth store and warehouse locations by appointment. Not responsible for damages due to loading or unloading of product. Check order for error before leaving premises. Not liable for missing or damaged items not reported before leaving.
Cleaning services are available by K. C. Hearth. If you have an "issue" with your unit a professional cleaning is required as a first step and an estimate may be given for repairs. Repair work may have to be completed at a different time and does incur a separate charge. Warranty registration must have occurred within 15 days of stove purchase for warranty work to be active and work to be submitted as warranty repair.
Delinquent accounts and returned checks- Returned checks will incur a $30 service charge plus original debt to be paid by cash or certified check. All future purchases must be paid in advance, and checks may not be an accepted payment method. Accounts that are carrying a balance are not eligible for service work. Warranties are null and void if account is delinquent, or carries a negative balance.