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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
    • 29” diameter models
    • Oval ceramic models
    • Evolution models
    • Manually operated models 

    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
    There is a 50% cancellation fee for the following models regardless of features:
    • 29” diameter and above models
    • Oval ceramic 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.)

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