Can I cancel my order?
Yes! If your order hasn’t shipped yet, contact us as soon as possible and we’ll cancel it and issue a full refund. Reach us at sales@charmingdwelling.com or call 908-380-4499 during business hours.
How long do I have to request a return?
Return requests must be submitted within 30 days of your delivery date. Requests made after this period cannot be processed.
What condition must items be in to qualify for a return?
To qualify for a return, items must be:
- Unused and uninstalled
- In original packaging, including the box and pallet
- Accompanied by your order number
Items that have been used, installed, or modified are not eligible for return. If the original packaging is missing, the return will not be accepted.
What items are not eligible for return?
The following are not eligible for returns or exchanges:
- Any product that has been used, installed, or modified
- Any product not in its original packaging
- Any product without an order number
- Accessories including but not limited to: range hood extensions, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, line guards, wall mounts, line sets, and couplers
What are the restocking fees by brand?
Orders cancelled or refused after shipment will incur the following restocking fees:
- ZLINE → 15% Restocking Fee
- Thor Kitchen → 15% Restocking Fee
- MRCOOL → 35% Restocking Fee + Return Shipping Fee
- Empava → 25% Restocking Fee + Return Shipping Fee
A minimum 15% restocking fee applies to all eligible returns. In some cases, the customer may be responsible for packing and shipping the item back via FedEx or a similar carrier.
What if I provided incorrect shipping details?
If incorrect shipping information causes a delivery failure, the shipment will be returned to the warehouse and a restocking fee will apply.
How do I start a return or exchange?
Contact us at sales@charmingdwelling.com with your order number, delivery date, and reason for the return. We’ll respond promptly with next steps.
Once we receive and inspect the returned item, a refund will be issued to your original payment method within 72 hours.
How are exchanges processed?
- Submit your exchange request within 30 days of delivery
- We arrange a scheduled pickup of the original item
- Our warehouse inspects the product to confirm it’s unused and in original condition
- A refund is issued minus the applicable restocking fee
- You place a new order for the desired item
What should I do if my order arrives damaged?
⚠️ IF A PACKAGE IS VISIBLY DAMAGED — REFUSE THAT ITEM WITH THE SHIPPER.
Accept all other items normally. Then email sales@charmingdwelling.com with your order number and photos of the damage. We’ll arrange a resolution promptly.
If the box looks fine but damage is found after opening, take photos immediately and contact us within 24 hours. Damage claims reported after 24 hours will not be accepted.
What about warranties?
Warranty coverage varies by manufacturer — please refer to individual product pages for details. Products damaged upon arrival that are not reported within 30 days are not covered under warranty. Shipping or transporting products outside the United States will void the manufacturer’s warranty.
What if I file a chargeback?
We work hard to resolve every issue fairly and promptly. If you have a concern, please contact us first at sales@charmingdwelling.com — we’re on your side and will do everything we can to make it right. Fraudulent chargebacks will be disputed with full documentation provided to your bank.
