Return Policy
All products under warranty that need service must be called or taken to a warranty center listed in the owner’s manual.
Only return products to us after first contacting us to receive instructions.
If you want to return an item to us due to a manufacturer defect, you must first receive a Return Authorization Number.
Each package will be accepted with a Return Authorization Number written clearly on the package.
*PLEASE NOTE: Customer satisfaction is our top priority.
We want you to be delighted with your purchase.
If you need to return an item, please contact us within ten days of receiving your purchase receipt.
Items must be returned in new, unused, and resalable condition and their original packaging.
All returned products are subject to a restocking fee.
A credit will be issued upon proof of return shipping and inspection of the item, less a 25% restocking fee and any return shipping costs.
Customized orders cannot be returned due to their uniqueness.
Our Customer Service will be happy to assist you with any questions.
Upon receipt of your return merchandise, credit will be processed to the original credit card charged.
Products the customer refuses or cancels after the order has been shipped are subject to restocking fees and all shipping charges.
Return Merchandise Policy:
Check local codes and ordinances for the permitted use of your purchase.
Permission for any returned merchandise must be secured by our return department.
You must email the refund request to returns@smemporium.com (with RETURN in the subject field)
The return authorization number (RA#) with return instructions will be sent to you now.
No packages will be accepted without a Return Authorization Number written clearly on the package.
Products being returned must have an RA# issued before being returned.
Electrical items, glass items, parts, vent pipe, vent pipe accessories, clearance, closeouts, and discontinued items are non-refundable or Returnable.
Products the customer refuses or cancels after the order has been shipped are subject to restocking fees and all shipping charges.
All damaged items or missing parts must be reported within three business days after delivery.
Shipping charges (both ways) will not be refunded.
Only unused items are returnable.
Items that are in unsellable condition or are missing parts are not returnable.
Items must be returned in their original packaging.
We will not accept items returned within 30 days of the customer receiving the item.
The item must be returned with the following:
- All original contents (product, manuals, instructions, etc.)
- Original packaging
- Original invoice or receipt
Once our return department authorizes a return, you should:
Return the item to the address given to you by our return department.
Write the Return Authorization Number clearly on the shipping label.
Keep your shipping records for proof of shipment in case of lost returned merchandise.
Returns must be shipped via UPS or FedEx. Freight Carrier if needed.
We cannot be held liable for return merchandise that does not reach our return department.
We may refund shipping costs only if the return results from our error.
You are responsible for all freight charges plus a 25% handling and restocking fee on shipments that are refused or returned with no fault on our part.
We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors.
The limit of our liability is the replacement cost of any item you purchase from us.