THOR Kitchen 36-Inch Gas Range – Model LRG3601U, LRG3601ULP

We aim to ensure you are satisfied with your purchase. Please read our policy carefully to understand your responsibilities and how to process returns, refunds, or report damages.

1. Reporting Damages

• Inspect Upon Delivery:

  • Check the packaging and product for damage before signing the delivery receipt.
  • If the packaging appears damaged, note "Package Damaged" when signing.

• If Damage Is Found:

  • Severe Damage: Refuse delivery, and notify us immediately so we can send a replacement.
  • Minor Damage: Accept delivery but document the damage with photos and report it to us within 5 business days of receiving the product.

Important: Once the delivery is signed for without noting damage, claims for shipping-related damage may be denied.

2. Return Eligibility

• Damaged or Defective Products:

  • If your product arrives defective or is damaged during shipping, we will:
    • Repair the item.
    • Replace it with a new one.
    • Offer a refund if repair or replacement is not feasible.

• Change of Mind (Customer Remorse):

  • Returns due to personal preference are subject to:
    • A 15% restocking fee.
    • The item must be unused, in original packaging, and include all components.

3. Conditions for Returns

• Products missing original packaging or showing signs of use may not be eligible for return or refund.
• For items deemed defective or damaged beyond repair, proof of purchase and serial number information must be provided.

4. Steps to File a Return or Damage Claim

1. Contact Us: Email or call with your order details and issue description.
2. Provide Documentation: Include:
   • Photos of the damage (close-ups and overall views).
   • Serial number and packaging condition photos.
   • Proof of purchase (invoice or order confirmation).
3. Follow Instructions: We will provide guidance on whether the product will be repaired, replaced, or refunded.

5. Non-Returnable Items

• Custom orders or items marked as final sale.
• Products installed or used, unless proven defective upon arrival.

6. Dead on Arrival (DOA) Products

Products that do not function upon first use (DOA) will be inspected and handled through repair, replacement, or refund at our discretion.

7. Concealed Damage Claims

• Report concealed damage (hidden damage discovered after unboxing) within 5 business days of delivery.
• Ensure you have photos of:
  • All sides of the packaging.
  • The damaged area of the product.
  • The serial number visible on the box or product.

8. Return Shipping Responsibility

• If the return is due to our error or a product defect, we will cover return shipping costs.
• For change-of-mind returns, a 15% restocking fee will apply. Customers are responsible for return shipping costs unless otherwise stated.

1. Order Confirmation

• Once your order is placed, you will receive an order confirmation email. This confirms we have received your order in our system and pre-authorized your credit card for the purchase.
• Fulfillment begins immediately upon order receipt.
• All orders are processed and shipped within 1-2 business days.
• Transit Times: Orders typically take 5-7 business days for delivery.

2. Order Shipment

• Tracking information will be sent to the email address provided at checkout within 24 hours of your order leaving the warehouse.
• If tracking details are not received within six business days of placing your order, contact us at Support@USApplianceCenter.com.

3. Standard Shipping

THOR Kitchen provides curbside delivery as part of the standard direct shipping fee.

• Curbside delivery means the product will be delivered to the curb outside your residence.
• The delivery team will not enter your home or move the product inside under this standard shipping option.

4. White-Glove Delivery and Installation

For customers requiring delivery into their home or installation services, White-Glove Delivery is available for an additional fee.

• Services may include delivery to a room of choice, installation, or both.
• This option must be selected at checkout.

5. Scheduling and Fees for White-Glove Delivery

• If White-Glove Delivery is selected, the carrier will contact the customer to schedule delivery and installation.
• Fees vary based on specific needs, such as room-of-choice delivery or installation services, typically ranging from a few hundred dollars.