At Rewind & Relax, we are committed to providing the best return policies in the industry. We want you to be fully satisfied with your purchase. Please review the following policy carefully to understand the terms and conditions regarding returns and refunds. By making a purchase on our website, www.rewindandrelax.com, you acknowledge and agree to the terms outlined below:
Cancellations & Refunds (Before Order Ships):
We strive to process and ship your order as quickly as possible. If you need to cancel your order before it ships, please contact us immediately. We will make every effort to accommodate your request for cancellation and provide you with a full refund. You can reach our customer support team by email at firstname.lastname@example.org or by calling 800-736-6265. Please note that custom orders are exempt from cancellations and refunds. Custom order brands include Outdoor Plus, Fire By Design, Fireplaces, Etc. Once an order for a custom-made product is placed, it cannot be canceled or refunded.
30-Day Return Policy:
We offer a 30-day return policy for most products, starting from the date of delivery. If you are not completely satisfied with your purchase, you may return the item within 30 days for a refund or exchange, subject to the conditions stated below.
To be eligible for a return, the product must be in its original condition, unused, and in the same packaging as when you received it. It should include all accessories, manuals, and any other items that came with the product. Please note that if the product was shipped by freight, you may be responsible for the return freight fee. Additionally, for freight-shipped products, a restocking fee may apply, which varies depending on the product. For specific information on return fees for your product, please contact our customer support team at email@example.com or call us at 800-736-6265.
Refunds and Exchanges:
If you need to exchange your product, you may do so within the 30-day return period. Please note that you, as the customer, are responsible for any shipping costs associated with returns and exchanges.
Not all orders are eligible for return once they have shipped. As we order our products directly from the manufacturer, our ability to offer returns depends on the manufacturer's policies. Please reach out to us for specific information regarding return eligibility for your brand and/or product.
Due to the increasing costs of LTL/freight shipping, any outright returns will incur a 25% cancellation fee plus return shipping costs. However, if you are replacing the product with another item, we may be able to assist you in covering some of the costs, depending on the product. Please contact our customer support team for more information.
We strive to deliver your order as quickly as possible. However, please understand that the shipping times provided on the product pages are estimates and may vary due to factors beyond our control, such as supply chain issues and manufacturing delays. We appreciate your patience and understanding during these challenging times. For the most up-to-date information on shipping times, please refer to the product pages on our website.
Exchange Agreement, Please Read the Following
When making a purchase from Rewind & Relax, you acknowledge and agree to the following terms:
You understand and are responsible for inspecting the package upon delivery. If there is any damage, please make a note of it when signing for delivery and provide photos of the damage, box, and SKU, along with a brief description, to firstname.lastname@example.org within 24 hours of delivery.
You understand and are responsible for the cost of return shipping and any new product shipping fees in the case of a refund or exchange.
You understand that products must be returned unopened and unused. Additional restocking fees may apply.
You understand that if your order has already left the warehouse, a full refund may not be possible.
You understand that if you return your order once it has shipped, you will be responsible for paying the return shipping fees and restocking fees, which vary but typically amount to around 20% of the product's value.
You understand that shipping date estimates outlined on product pages are estimates and may change due to factors beyond our control.
You understand and agree not to cancel your order or file a chargeback for order delays or discrepancies in estimated delivery times caused by factors outside the control of Rewind and Relax (such as manufacturing and logistical constraints of our partner companies.)
Please inspect the packaging of your item(s) upon arrival. If you notice any damage, make a note of it when signing for delivery and send photos of the damage, box, and SKU, along with a brief description, to email@example.com within 24 hours of delivery. We will process an insurance claim on your behalf. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty terms vary depending on the manufacturer. Please refer to the individual product pages for warranty details. It is important to note that warranty claims cover damages that occur over time and from regular use. Damages that occur upon arrival must be reported within 30 days and are not considered warranty claims.
The Rewind & Relax default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page.
Most of our products come with guarantee warranty policies, ensuring that you receive a fully functional and operating product without any additional expenses on your end. For specific warranty details, please refer to the individual product pages.
In the event of a BOGO (Buy One, Get One) promotion, both items must be returned to receive a full refund. If only one of the two items is returned, you will receive a replacement for that item or a store credit for its individual value when purchased separately. If your order has already shipped, you (the buyer) will be responsible for actual return shipping charges and potentially a restocking fee, depending on the manufacturer. Refunds will be issued only to the original credit card used for the order.
Our dedicated team of agents is committed to assisting you and resolving any concerns or issues you may encounter. We have developed our policies with fairness in mind, striving to provide the best possible experience for our valued customers. We are fully invested in your satisfaction and are readily available to provide prompt assistance and reach a favorable resolution.
Given this, any customer who initiates a fraudulent chargeback will be held criminally liable for theft. We strongly encourage you to contact us if you have not received a product or if you encounter any issues with a product you have received. Our team is here to help you navigate and resolve any concerns promptly and efficiently. We kindly request that you refrain from filing chargebacks for issues that we can work together to resolve. We greatly appreciate your continued support and trust in our services.
Thank you for choosing Rewind & Relax as your shopping destination!
Contact firstname.lastname@example.org or call us at 800-736-6265 for any questions.