We offer 30 day no-hassle returns on unopened items. As soon as your order arrives back at our warehouse and is inspected, we will then issue you a prompt refund minus the original shipping cost, return shipping cost, and credit card processing fees. We must authorize the return before it is shipped back.
Please contact our Customer Service Team at (800) 997-1716 or by email firstname.lastname@example.org prior to shipping your item back to receive a Return Merchandise Authorization (RMA). If you need to return a large item such as a mini split air conditioner, we will arrange to have your item picked up by our freight company. Small items such as tankless water heaters can be returned via fed ex, UPS, or USPS.
Units that arrive in good condition and fail to operate after proper installation fall under the manufacturer's warranty policy.
The product must be in its original box, unopened and unused.
The product must be shipped back with all of its original shipping contents (manuals, brochures etc).
The Customer is responsible for all shipping, handling and insurance costs back to our warehouse(s) within the 30 day period.
Original Shipping cost cannot be refunded.
It is the customer’s sole responsibility that we receive the product in its original undamaged condition.
All Returns are carefully inspected upon receipt. Exchanges are administered based on the conditions stated above. All Products must be in the original packaging and must not have been, used, modified or installed.
Please note that refunds/exchanges are made as follows: If customer cancels the order and the product has left our warehouse, the customer is responsible for the shipping charges to and from us in addition to the credit card processing fees.
Used or Installed Returns are not accepted under any circumstance. This includes open box, products showing signs of wear, items missing, damaged, dirty, bent or not working or items that appear to have been installed. This includes any scratches or marks on product (screws or screw holes), wires bent or cut, etc.
If you placed the order and you want to cancel the order BEFORE IT IS SHIPPED, we will gladly cancel your order. Please make sure that you call our Customer Service Team at (800) 997-1716 within few hours after the order is placed. We ship the items within 2 business days. The credit card processing cannot be refunded. We cannot process cancellations after the product has shipped out. It will be considered as a return instead once the product has shipped. Please see our return policy for more information.
We want you to be happy with your purchase from us. We truly appreciate your business and continue to do our best to earn your trust with each transaction. If you have any questions or concerns please contact our Customer Service Team at (800) 997-1716 or by email email@example.com.
Chargeback/Credit Card Disputes
In the event that you initiate a chargeback or credit card dispute via your credit card company before returning your product/order back to us, you hereby agree to reimburse Bonterra Home, Marvara LLC for all costs and fees associated with your chargeback-not limited to Legal Fee's, product cost & shipping expenses. Furthermore, if the product is not returned to us you agree that your credit card company should not hold the merchant responsible for any refund/credit until the product has been retuned in the same condition it was delivered. If the chargeback is initiated due to any faulty product, you agree to have this faulty product reported properly to the manufacturer to get it covered under the factory warranty, and do not hold the merchant responsible for any defective product.