Refund policy
Returns are accepted within 30 days of delivery on eligible items. Every return needs a Return Authorization (RA) before anything ships back — returns sent without an RA, or outside the process below, cannot be refunded.
How to start a return
- Email support@kaminos.com within 30 days of delivery with your order number, the item(s) you want to return, and the reason. Photos of the item and packaging speed up approval.
- We'll confirm approval or denial within 2–3 business days. Approved returns receive an RA number, the correct return address, and shipping instructions.
- Ship the item back within 10 days of receiving your RA. Items ship from multiple warehouses, so the return address in your RA may differ from the address the order shipped from — never ship a return before receiving it.
Return requirements
- Item must be uninstalled and unused, with no scratches, dents, or signs of an installation attempt.
- Item must be in its original packaging with all components, hardware, and manuals.
- Any appliance that has been connected to a gas line, electrical supply, or venting cannot be returned.
Restocking fees and return shipping
| Category | Restocking fee | Return shipping |
|---|---|---|
| Parts & accessories (parcel) | 15% | Paid by customer |
| Fireplaces, inserts, stoves & freight items | 25% | Paid by customer |
If your order qualified for free shipping, our actual outbound freight cost is deducted from the refund. Return freight must be insured for the full item value — items damaged on the way back are the customer's claim with their chosen carrier, and we reserve the right to deny returns that arrive damaged.
Final sale items
The following cannot be cancelled or returned once ordered: special order items, liquid propane configurations, custom and made-to-order products, clearance items, and venting components with opened packaging.
Damaged, defective, or incorrect orders
Shipping damage follows the claim process in our Shipping Policy — note damage on the delivery receipt at delivery, or report concealed damage within 24 hours with photos. If we shipped the wrong item or the error is ours, we cover return shipping and waive the restocking fee entirely.
Cancellations
Orders can be cancelled free of charge any time before shipment — contact us as soon as possible. Once an order has shipped, it's handled as a return under the terms above. Special order and custom items cannot be cancelled once placed with the manufacturer.
Refunds
Once your return is received and passes inspection at the receiving warehouse, the refund is issued to the original payment method within 14 days. Original shipping charges are non-refundable. You'll receive email confirmation when the refund is processed.
Defects and warranty
A product that develops a problem after installation or use is a warranty matter, not a return — every appliance we sell carries its manufacturer's warranty. Contact us and we'll help you file the claim and work with the manufacturer on your behalf.
Questions? Email support@kaminos.com or call - (888)777-9789