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:
- 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
- Telling us whether you want a refund, store credit or exchange
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.
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 1/2 down prior to the actual order being made with balance remaining at pickup. 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, we strongly recommend that you open and inspect every package immediately. Failing to take this precautionary step may cause unnecessary delays or even negate our ability to assist you should an item be 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.
FAILURE TO FOLLOW THE ABOVE LISTED PROCEDURES WILL NEGATE OUR ABILITY TO ASSIST YOU!
In general, we have on hand or order a replacement part to correct the damage or shortage. 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.
Please e-mail us or give us a call at 800-343-6780 if you should need assistance!
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).