ZLINE Appliance Return Policy for KB&A The Home Improvement Store

Effective: 08/14/2023

To initiate a return, please contact us at vendorservice@kbahome.com or call us at 561-334-1324 or email customerservice@kbamart.com . You can also reach out to your dedicated account manager live via our online chat during business hours.

Good-Stock Returns

You may return an item(s) for a refund of the merchandise total within 30 days of delivery. Call our Vendor Service Department so KB&A can arrange for a carrier to schedule a pick-up for the item(s). Return credits are typically issued within 48 hours once the item(s) are received and inspected.

Please note:

Please note, returns for refunds requested before 30 days from the delivery date are subject to the shipping return charges outlined below. Returns between 31 and 60 days face an additional 20% restocking fee based on the original purchase price. All returns and refunds are subject to the following shipping fees:

Shipping Fees:

Parcel orders up to $300: $50 return shipping fee
Parcel orders over $300: $100 return shipping fee
Freight shipments up to 299 pounds: $200 return shipping fee
Freight shipments of 300-399 pounds: $300 return shipping fee
Freight shipments of 400-499 pounds: $400 return shipping fee
Freight shipments over 500 pounds: $500 return shipping fee

For all good-stock returns, KB&A requires at least 3 photographs clearly showing multiple angles of the product within its original shipping container. This process ensures the product is undamaged prior to pick-up. Additional photographs and/or videos may be required to process a replacement.

Note: Accessories such as chimneys, extensions, crown moldings, trim kits, etc., are not eligible for returns.

KB&A does not accept exchanges or returns on products that have been fully installed or used.

Returns/Reships/Exchanges Due to Shipping Damage

Prior to shipping, all products from KB&A are individually inspected to ensure they leave our facilities in brand-new condition. If your item(s) arrive damaged, KB&A can arrange for a prompt replacement given adequate time to file a claim with the carrier. Products should be inspected upon delivery, and any damage should be reported immediately.

Requirements:

Failure to report shipping damage within 5 business days may result in additional shipping fees for returns, reships, and exchanges. Claims reported after 5 days may also be subject to denial.

Returns/Reships/Exchanges Due to Concealed Damage

If your item(s) arrive with concealed damage but the box itself has no damage, KB&A can arrange for a prompt replacement.

Requirements:

Important: Before installing your unit, test for proper functionality by plugging it in. If the unit does not work, contact customer service immediately at vendorservice@kbahome.com. KB&A does not accept exchanges or returns for damaged products once they have been fully installed or used.

Missing Pieces or Shipments

If pieces are missing from your shipment, this must be reported within 30 days of receiving the product to allow time to file a claim with the carrier. Contact our Vendor Service Department at 1-833-597-2461 for assistance.

Parts Requests: For partially damaged shipments, replacement parts will be processed free of charge within 60 days of delivery. After 60 days, replacement parts will need to be purchased. Contact your account manager or our Dealer Service team for details and limitations.

Returns requested more than 60 days after the delivery date will not be accepted.

Freight Return Policy

When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. Notify us immediately so KB&A can track the return shipment and arrange a replacement.

If you have already accepted the package and notice missing or damaged parts, please contact us within 30 days. KB&A will ship replacement parts free of charge. If a replacement is not possible, KB&A’s carrier will pick up the original package, and we will send a full replacement, provided we are notified within 30 days to file a claim with the carrier.

If your product has a manufacturer's defect, KB&A can replace the defective part or, if necessary, the entire unit.

Note: All returns must have prior return authorization from KB&A before shipment. Shipping charges, customs duties, brokerage fees, and local taxes are non-refundable. Special-order or altered items cannot be returned.

None-Appliance Merchandise Returns can be returned within the 30 day window.  Exceptions may apply however must be approved by management.  No restocking fees for non-appliance and non-appliance accessories.  Merchandise must be returned to its destination before a return can be refunded.  After our team has verified the returned items to be as good stock returns we will issue a refund within 3-7 business days depending upon your financial institution.