my account my cart about us contact us search
Dixie Products
Home Log Sets Fireplaces Grills Wood Stoves Heaters Accessories Garage Doors Hot Buys Help
HELP CENTER DIXIE RETURNS POLICY

Dixie Products will gladly accept a return within 30 days of the date of purchase for normal in-stock merchandise that has not been used or installed. This cannot be emphasized enough - Once an item has been installed or used, it may not be returned. After 30 days, no returns will be accepted for any reason. In addition, items sold on an “as-is” basis cannot be returned.

In order to return an item for the maximum credit you are due, please observe the following procedures:

  • Prior to returning any item, you must contact us to obtain a Return Authorization Number. Any returns without an authorization number will be refused.

  • All returned items must be in their original factory condition and in their original packages with all factory-supplied paperwork, packing materials, etc.

  • You must include:

    • a copy of your original sales ticket
    • a letter outlining the reason for the return
    • a note telling us whether you want a refund, store credit or exchange

  • Do not write on the cartons themselves. Attach a label with the RA number and shipping information on each carton. Any handwriting on factory cartons will prohibit the ability to return the item.

  • You are responsible for any and all return shipping costs and proper insurance coverage as well as outbound shipping costs on exchanges.

Failure to follow any procedure in the above manner will negate your ability to return that item. A restocking charge (minimum of 15%) will apply to all returns of normal in-stock items. Any and all shipping costs incurred by Dixie Products will be deducted from any credit or refund on returns.

SPECIAL ORDERS POLICY

Dixie Products will special order non-stock merchandise, on a case-by-case basis, from our manufacturers. Special order items must be paid for, in full, prior to the actual order being made. Once the order has been made, a cancellation of the order may result in a handling charge (minimum 50%) being imposed by the manufacturer and/or Dixie Products. Once the merchandise has been manufactured, shipped or delivered, no cancellation can be made. Special order items are not normal stock. As a result, they may not be returned for a credit or refund for any reason.

DAMAGE OR SHORTAGE POLICY

With any order or shipment, we strongly recommend that you open and inspect every package immediately upon delivery. Failing to take this precautionary step may cause unnecessary delays or even negate our ability to assist you should an item be missing or damaged.

If you do not inspect each package, WE CANNOT AND WILL NOT be responsible for any claims you make regarding damaged or missing items.

Dixie Products does not sell or ship seconds, defective or damaged products without prior notice and customer consent. We carefully inspect all items prior to shipment to insure that they are in good condition and that all items are shipped correctly. However, from time to time, items will be damaged in transit or may be missing from the shipment. Listed below are procedures that MUST be followed for satisfactory resolution of a problem. Motor Freight carriers and UPS are VERY restrictive in their policies and will not pay claims if you deviate from their prescribed method in any way. Rest assured that we will gladly assist you with a claim for damage or a missing item as long as the correct procedures have been followed.

MOTOR FREIGHT SHIPMENTS:

Once your order leaves our facilities, the motor freight carrier assumes all responsibility for delivery of your order in good condition. All shipping documents are binding contractual agreements - please, treat them as such.

With any order or shipment, we strongly recommend that you open and inspect every package immediately upon delivery. Failing to take this precautionary step will cause unnecessary delays and will negate our ability to assist you should an item be missing or damaged.

If you do not inspect each package, WE CANNOT and WILL NOT be responsible for any claims you make regarding damaged or missing items.

Should you receive a box or item that is clearly damaged, please point it out to the delivery agent. You should also note the damage on any shipping documents presented to you for a signature. If you fail to do this, you assume all responsibility for the item, damaged or otherwise. If a carton or item is (or is not) damaged, this simple designation on the shipping document provides you with recourse against the delivery agent for any and all damages that may exist.

Please make certain that the number of items being delivered exactly matches the number of items listed on the delivery document. If the quantity delivered is less than the stated amount on the document, you must note the shortage on the delivery ticket and make certain the driver acknowledges the shortage. This cannot be emphasized enough. In addition, please contact us so we may follow-up with the carrier.


UPS PACKAGE SHIPMENTS:


Once your order leaves our facilities, UPS assumes all responsibility for delivery of your order in good condition. All UPS shipping manifests are binding contractual agreements - please, treat them as such.

With any order or shipment, we strongly recommend that you open and inspect every package immediately upon delivery. Failing to take this precauationary step will cause unnecessary delays and will negate our ability to assist you should an item be missing or damaged.

If you do not inspect each package, WE CANNOT and WILL NOT be responsible for any claims you make regarding damaged or missing items.

Should you receive a box or item that is clearly damaged, please point it out to the UPS delivery driver. You should also note the damage on any UPS shipping manifest presented to you for a signature. If you fail to do this, you assume all responsibility for the item, damaged or otherwise. If a carton or item is (or is not) damaged, this simple designation on the UPS shipping manifest provides you with recourse against the UPS for any and all damages that may exist.

Please make certain that the number of items being delivered exactly matches the number of items listed on the UPS delivery manifest. If the quantity delivered is less than the stated amount on the UPS manifest, you must note the shortage on the UPS delivery manifest and make certain the UPS driver acknowledges the shortage. This cannot be emphasized enough. In addition, please contact us so we may follow-up with UPS.


FAILURE TO FOLLOW THE ABOVE LISTED PROCEDURES WILL NEGATE OUR ABILITY TO ASSIST YOU!

In general, we send out a replacement part to correct the damage or shortage. We usually utilize UPS ground service or the U.S postal service for shipping of replacement parts. Optional faster shipping is available at extra cost. In some cases, a repair or replacement part may need to be ordered as we do not stock every part for every item we sell. You are responsible for all shipping charges for replacement or repair parts.

Please e-mail us or give us a call at 800-343-6780
if you should need assistance!


WARRANTY POLICY

Dixie Products is an authorized dealer or distributor for most of our products and we will gladly assist you with any warranty claims. We are not the manufacturer and are restricted to those policies set forth by the manufacturer of the product. In addition, most warranties only cover true defects in materials and workmanship. Warranties do not cover normal wear and tear, improper use, abuse, neglect, lack of preventive maintenance, improper installation or other end-user induced problems.

Most of our gas products are individually tested by the factory, prior to shipment to us. This testing means that in most cases, any performance issues with the product usually indicate a problem with the installation or the gas supply. Electric items also go through very rigorous testing and any performance issues with these products usually indicate wiring problems within the home.

For a period of not more than one year, we will repair (in our service department in Roanoke, VA ) or replace any item under warranty per the manufacturer’s specific instructions. You are responsible for all shipping costs involved with any warranty claims. Our labor costs may or may not be covered by the warranty. You may be required to return the defective item to us or to the manufacturer prior to a replacement part being provided to you. Costs for removal and re-installation of an item are generally not covered under most warranties.

We are customer service professionals and are happy to assist you in trouble-shooting performance and operating problems. In most cases, we are able to diagnose installation or connection related issues by telephone, saving you needless expenses and delays.


USE & MIS-USE LIABILITY POLICY

By purchasing from Dixie Products, the customer agrees to assume all responsibility for the safe and proper installation and use of the product(s) purchased. The buyer also agrees to release Dixie Products from any liability that may arise from improper installation, use, abuse, neglect or lack of preventative maintenance of the purchased product(s).

 

gas log sets gas fireplaces gas bbq grills wood stoves gas heaters accessories
Vent Free Log
Closeout Log
Accessories
Vent Free Fireplace
Fireplace Packages
   
Conventional Grill
Build In Grill
Infrared Grill
Wood Stove
   
   
Vented Heater
Vent Free Heater
 
Log Sets Accessories
Remote Controls
 
bbb accredited business When you’re in the market for the best gas and electric log sets at the lowest prices, look no further than Dixie Products. Dixie stocks only the highest quality log sets, fireplaces, stoves, grills, heaters and accessories and brings them to you at the lowest prices you’ll find anywhere. Whether you need top-of-the-line ventless or vented gas log sets, BBQ Grills, Fireplaces and Stoves, we carry products from respected names like Desa, Vanguard, Empire Comfort Systems, Superior, Design Dynamics, Broilmaster, FireMagic and Wilmington. Dixie Products always has it for you and at a price you just can't beat!
Like us on Facebook
Follow us on Twitter
Ordering
How to Order
My Account
Support
Shipping
Returns
Contact Us
 
Popular Searches
Gas Grills
Vent Free Care Guide
Garage Doors
Wood Stoves
Gas Remote Controls
Vent Free Gas Logs
 
More Information
Site Map
eNewsletter
Search Inventory
Privacy Policy
Manufacturers Links
About Us
 
Shop by Category
Log Sets
Fireplaces
Gas Grills
Wood Stoves
Heaters
Accessories
Garage Doors
BUSINESS HOURS
Mon-Fri
7:30am - 5:00pm
Saturday
9:00am - 2:00pm
(All Times EST/EDT)
Dixie Products 3342 Melrose Avenue NW, Roanoke, Virginia 24017-5900 (800) 343-6780 - (877) 342-6780 Local In Roanoke: (540) 342-6787
Copyright © 1997-2016. Dixie Building Products, Inc. All Rights Reserved.