Order Cancellations / Returns

What happens if I want to return my purchase?

Before returning merchandise, YOU MUST call us for authorization and instructions as we will need to obtain a "Return Goods Authorization" from the manufacturer. No cash refunds.

All returned merchandise is subject to a restocking charge. Kilns may only be returned within 5 days of delivery, after 5 days no returns will be processed.

There is a 25% restocking fee + shipping and handling both ways for returned or refused shipments on the following products:
  • All non-kiln products
  • Kiln models that are built in 120V or 240V single phase design (except as noted below)

    There is a 50% restocking fee + shipping and handling both ways for returned or refused shipments on the following products:

    • Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, 220V etc.)
    • Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
    • Special/Custom features
    • 27” diameter models
    • All Oval models
    • Gas Kilns - All Models
    • Manually operated models
    • Temperature Enhanced Models

    Parts have a restocking fee of 25% if you need to return them, so shop wisely! Shipping fees will not be refunded.

    Restocking fees do not include shipments that are refused for damage that isn't signed for by the consignee. However, if freight is refused for damage and there is none, restocking fees will apply. This determination will be at the sole discretion of the manufacturer.

     

    What happens if I want to cancel my purchase?

    Orders may be canceled within 3 business days without penalty.

    After 3 business days there is a cancellation fee of 25% of the sale price. The manufacturers have ordered parts for your item, employees have been paid to build it, equipment, buildings, tools, and machinery, have been put into place to make it happen.

    Orders canceled that contain the following features have a 50% cancellation fee:

    • Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, 220V etc.)
    • Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
    • Special/Custom features
    • Temperature Enhanced Models
    There is a 50% cancellation fee for the following models regardless of features:
    • 27” diameter and above models
    • All Oval models

    All requests for cancellation must be received in writing via email to customerservice@kilnfrog.com. Cancellation requests via phone will not be accepted.

    Waivers of penalty are at the sole discretion of the manufacturers and implemented by KilnFrog, LLC. and are determined on an individual basis. If a waiver is granted a processing and administration fee of 8% will be deducted from the refund.

    (These policies and procedures are at the sole discretion of the kiln manufacturers and KilnFrog, LLC., and are subject to change.)

     

     

    Kiln Specification Changes
    Manufacturers often change their designs slightly to accommodate production issues that have nothing to do with the product's function. This happens all the time, on millions of products, in every industry. The manufacturer does not have to ask the permission of distributors, nor do they have to disclose those slight design changes to us, or to the customer, as long as those changes do not materially affect the function, footprint, specifications, or MSDS of the product. Regardless of our opinion, it's not our call and we are not informed of any slight changes in handle designs, hinge changes, lid cover materials, vent/fan changes, latching mechanism upgrades, etc. until after the fact. Manufacturers provide us with marketing materials, and for their products which include basic specifications, and those specifications do not include every design detail. Even when a design modification happens, often the marketing materials and manuals do not change because the functional specifications did not change. If there are slight modifications to the design of a kiln you have ordered that falls under the above-mentioned category, KilnFrog, LLC. is not responsible, nor will it be held liable for any compensatory payments, or make-good refunds to the buyer. Please direct all inquiries to Manufacturer.

    Controller Specification Changes
    Manufacturers purchase kiln controllers in bulk and cycle through their inventory as the product is ordered. When you purchase a kiln, It takes the manufacturer some time to build and ship that kiln. During that time new hardware and software may be developed by the controller company. That technology may be subsequently purchased by your manufacturer. Your kiln may or may not contain that new hardware or software upgrade from the controller company. Controller manufacturers do not always inform us in advance if a small change has been made in controller software, hardware, or their phone applications, or if previously free features now require payment on their apps. If there are slight modifications to the kiln controller software, hardware, or the controller’s phone application, regarding features, payments, etc., KilnFrog, LLC. is not responsible, nor will it be held liable for any compensatory payments, or make-good refunds to the buyer. Please direct all inquiries to Manufacturer.