- Qualified Returns
- Steps for Returning an item
- Refusing Shipment
- Exchanging an Item
Damaged or Defective Items
What Is Your Return Policy?
We want our customer to be happy and satisfied so we have simple Return Policy for them. As long as the product is in new condition and includes all of its original packaging. Customer can initiate a return or exchange of an item within 30 days from the shipment date.
If the item is in new condition and in its company packaging, you will be refunded in full less shipping.
If the item is returned in a condition other than brand new as received, the return may be refused outright, or your refund may be reduced by up to 50%.
The actual refund amount is determined by the condition of the returned item. Items returned dirty or with missing or damaged parts shall have their refund reduced by the cost of cleaning and or replacing used, missing or damaged parts with new parts.
After 30 days all sales are final and all items are subject to the terms and conditions of the manufacturer's warranty.
To qualify for a return:
- Contact PetesHomeKitchen customer service to obtain a Return Merchandise Authorization (RMA) number before returning an item. Return shipments without a valid RMA number clearly posted on the outside of the shipping box will not be accepted. At our discretion, any return without an RMA number will either be refused, returned to you at your expense, or your refund may be reduced by up to 50%.
- For the safety of all our customers, items such as curing, casings, and other consumable items are not returnable.
- Returned items that are soiled, damaged or missing parts are not eligible for a refund and will be returned to you at your expense.
- Once an item has been registered for warranty with the manufacturer we are unable to accept and process a return for that item, as most manufacturers warranties are not transferable and apply to the original purchaser only.
- All items properly returned under this policy are eligible for a refund of the purchase price per the above. Any duties, taxes or fees we are charged for shipments returned from outside the US will be deducted from any credit applied. We will deduct our actual shipping and handling costs from any return that originally received Free Shipping.
Here's how to Return Something:
All returns must meet the above requirements to be eligible for a refund.
Step 1: Obtain RMA
Please contact Customer Care by telephone or email to initiate the return process. If your return qualifies under the conditions outlines above, we will send you a RMA number and full instructions via email or fax. Many of our products are shipped to you directly from the manufacturer or fulfillment warehouse and the return address will vary. We will provide you with the appropriate return address at the time you request an RMA.
Step 2: Prepare Shipment
Write the RMA number clearly on the outside of the shipping box. Items received without a valid RMA number will be returned to you at your cost. Please enclose a copy of the RMA email or order confirmation that was emailed to you. If you cannot send a copy of one of these records, please include your order number, billing name, and address with the item. A note regarding the reason for the return and the item's condition is appreciated.
Step 3: Return Shipping
Pack the item securely in the original package (including the box the item was shipped in or a new comparable box if the shipping carton was weakened by the initial shipment). We recommend using a shipping method that provides package tracking and insurance as you are responsible for the safe return of the item. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
Step 4: Refund
Refunds are normally issued within 30 days of our receipt of complete, authorized returns. Credit will be issued in the same form as the original payment (i.e. credit card credit for items paid for by credit card or a Paypal refund items paid for through Paypal.
Refusing shipment on your order is not the proper way to cancel an order and will significantly delay refund or credit, and you will incur expenses needlessly. The reason for this is that many of our items are direct shipped from the manufacturer or our fulfillment center, and if you refuse shipment it will go back to them and not to us. It may take up to a month for PetesHomeKitchen to be notified that they received your order back, so that we can refund you. If you refuse shipment, your refund will be reduced by our actual cost to ship the item to you as well as any return shipping charges that the carrier charges to us.
Exchanging an Item
You have 30 days from the date of shipment to exchange an item. To exchange an item quickly, place an order for the new item by phone or the website and follow the above Return process on the item you wish to return. All items that you are returning for exchange are subject to the same criteria as the above Return Policy.
Damaged or Defective Items
Product Inspection Upon Receipt: Upon receipt of your order, please inspect it immediately for its condition and completeness. If there is any damage from shipping or anything missing, please contact us within 3 days from receipt at 323.870.3172. We will initiate a damage claim or have the missing item[s] shipped to you right away. After 3 days we assume your order has been received as acceptable and the manufacturers warranty shall apply.
If you receive a damaged or defective item, . Please supply us with your order number and item number from your original confirmation email. We will also need your email address and phone number. We will make every reasonable effort to replace the item in a timely manner.
For Damaged items, please keep all original packing materials including the original shipping box. This is required by the shipping carrier in order to support damage claims. If there is extensive damage to the carton, refuse the delivery and contact us immediately as above. Please have your order number available when you contact us.
For Defective items, the manufacturer's warranty is in full affect. We will initiate and resolve as quickly as the manufacturer supports. Please keep in mind the manufacturer's response time is beyond our directly control, however, if they do not respond right away we will seek other options for replacing the defective item. In the event we send you a replacement in lieu of the manufacturer's response, unless advised otherwise, you are required to return the damaged or defective item within 30 days to avoid being charged for both the replacement and the original. Additionally, we can only replace the exact item and version you ordered.
Drop Us A Line
We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.