Cancellation Policy
Order cancellation requests must be received within three days of purchase, requests after three days are subject to a restocking fee of 25% of the purchase price. Larger restocking fees may apply for customized oven orders. (more details)
Returns Policy
Returns requested for undamaged or non-defective products must be requested within five days of delivery, and are subject to a restocking fee of up to 25% of the purchase price. Larger restocking fees may apply for large custom oven orders. Shipping charges both for delivery and return will be applied as well. (more details)
Damaged in Shipping
If your oven is damaged in shipping, we advise you to refuse shipment. Upon refusing shipment please contact us so that we can inform the manufacture that a damaged oven is in route to them. We will then work with the manufacturer on a timeline for a replacement oven.
*Free Kiln Shipping
Free Kiln shipping for Kilns or Heat Treat ovens includes shipping cost, residential fees, and potential lift gate service fees within the contiguous United States. Free shipping will based on Standard UPS and Motor freight. Any form of expedited shipping will be paid by the customer. Shipping for replacement parts or upgraded parts after purchase will be paid for by the customer.
To be clear contiguous United States excludes shipping to Alaska and Hawaii. Orders being sent outside the contiguous United States or Internationally the customer will be subject to all shipping costs.
International Customers can Contact Us for a shipping quote prior to completing your order.
Shipping
For shipments outside contiguous United States shipping will be quoted to the customer as an additional charge. International customers will also be provided a shipping quote that will be added to the purchase total. International customers must also provide a customs broker and are responsible for all charges and fees attributed to said broker.
What happens if I want to cancel my Kiln/Oven order?
Orders may be canceled within 3 business days of purchase without penalty.
In the event that you cancel your order after three business days, there will be a 25% cancellation fee. As of now, the kiln-building process has begun. The parts have been ordered for the kiln, employees have been paid, and equipment, buildings, tools, and machinery have been prepared for your kiln to be built..
There is a 50% cancellation fee for orders canceled with custom options (the following list of custom features):
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Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, 220V etc.)
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Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
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Special/Custom features
A cancellation request must be sent in writing to contact@kilnsandovens.com or use the Contact Us form. Cancellations cannot be made by phone.
The decision to waive the penalty is left up to the discretion of the manufacturers, and KilnsAndOvens, and are determined on an individual basis. If a waiver is granted a processing and administration fee of 5% will be deducted from the refund. (to cover processing fees, etc)
What happens if I want to return my Kiln/Oven?
Before returning merchandise, YOU MUST call us or submit a return request from your orders page for authorization and instructions. No cash refunds.
All returned merchandise is subject to a restocking charge. Returns of kilns are only accepted within 5 days of delivery. Returns after that date will not be accepted.
There is a 25% restocking fee + shipping and handling both ways for returned or refused shipments on oven models that are 120V or 240V single phase design (“standard build kilns”, except as noted below)
For returned or refused shipments, there is a 50% restocking fee as well as shipping and handling both ways: for ovens that fall into the following categories (“custom build kilns”).
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Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, 220V etc.)
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Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
-
Special/Custom features
Restocking fees DO NOT include shipments that are refused for DAMAGE that IS NOT 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.