SHIPPING & RETURNS
Lava Heat Italia Customer Return Policy
NOTE: Please carefully review the following terms regarding returns before making your purchase. If you have any questions regarding returns, please ask an authorized Lava Heat Italia representative before you make your purchase.
Lava Heat Italia Return Policy on Products, Parts and Accessories as specified in the conditions below.
UNOPENED Products and Accessories
We can provide an account credit to purchase new goods (minus shipping and handling fee) on UNOPENED Product(s) and Accessories if returned to us within 30 days of the original shipping date to you. The item must be UNOPENED and in NEW condition in order to receive the account credit. Please note: In the case of unopened Product(s) and Accessories, there is a 5% Transaction Fee deducted to cover the cost of doing business- i.e. bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping. The original shipping and handling charges are not refundable and are deducted from the refund amount. The minimum Transaction Fee is $5.00
OPENED Product(s) and Accessories
If the Product(s) or Accessories have been opened but is in new and resalable condition with all the original contents and packaging we can still provide refunds but there is a 60% Restocking Fee. The 60% Restocking Fee is deducted from the cost of the items only. The original shipping and handling charges are not refundable and are deducted before calculating the refund amount. The item must be returned to, and received by, us within 30 days of the original shipping date to yo. Items not returned in the condition described here may be subject to a higher Restocking Fee or refusal of the return/refund. The minimum Restocking Fee is $5.00
Special Order items cannot be returned for any reason.
Items Showing Signs Of Use that are soiled showing signs of daily use.
Items that show any permanent signs of use such as scratches, damage, writing in manual, torn printed materials, etc are not returnable.
How Do You Return A Product?
If you wish to return an item that qualifies for a return as specified above, please call us at email CS@LavaHeat.com to receive a return authorization number, instructions for sending the item back, and an address for the return. A return authorization number is required to return a product. If you do not email us first to make arrangements, your item may be refused or result in an increased Restocking Fee. The item must be returned and received by us within 30 days of the original shipping date to you. Returns will not be accepted beyond 30 days after the original sale shipping date to you.
Shipping an Item Back
If the item qualifies as returnable as described above, you are responsible for the safe return shipping on the product you send back. We do not credit any shipping charges toward the exchange. We can only accept items that are returned without signs of wear and tear and with all of the original contents and packaging. Contents consist of any included parts, accessories, and manual without user’s notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. We strongly suggest you insure any package shipped back to us for the full invoiced amount. Otherwise we will not be able to accept merchandise damaged by the shipper.
Shipped Items Undelivered, Refused, Incorrect Address or Recipient Unavailable
If the purchaser and/or the recipient of a shipped item refuses the item upon delivery or the item is shipped back to us undelivered due to the fault of the purchaser giving incorrect or incomplete shipping information or because the recipient was not available at the time of delivery, the purchaser is responsible for all costs of shipping, handling, and processing as stated elsewhere on this page. If the purchaser wishes to have the item re-shipped then the purchaser shall be responsible for all new shipping and handling fees to re-ship the item(s). A Restocking Fee may also apply if purchaser refused delivery or as a result of delivery exceptions as stated above, as well as from a typical return as described above. Items not returned in the same condition they originally ship in may be subject to a higher Restocking Fee or refusal of the return/refund.
For credit card purchases, we will not credit back any sum to the credit card that was used for the original purchase. We will however issue you a store credit to your account within 30 days or sooner of receipt of the authorized return. Merchandise must be in original condition, with all packing materials, manual, and other original components intact, in the original packaging. We reserve the right to charge for missing manuals, packaging, parts or other original items not returned. Any refused shipment that is returned to us, customer will be responsible for payment of both outbound and inbound shipping charges related to the returned product.For purchases made with a check or money order, a refund is made by means of a check issued only to the original purchaser.
Shipping Fee Policy
All credits and exchanges are for the value of the equipment only. The original shipping and handling charges are not refundable and are deducted from the refund amount.
Lava Heat Italia is not obligated to deliver backordered items that have become unavailable to us. This includes, but is not limited to, items that have been discontinued. If a backordered item becomes unavailable, the unfulfilled part of the order will be cancelled. You will then have the option of canceling any remaining unshipped items in the order or proceeding to purchase the remaining available items at an agreed upon price. Backordered items are subject to price changes and specification/feature changes beyond our control. If the price or specifications of a backordered item changes, you will have the option of canceling the order or proceeding to purchase the item at the new price.All pre-shipped items are subject to the terms specified elsewhere in this document.
Why Do We Charge A Restocking Fee?
Once an item is opened it can no longer be resold as new, so there is a loss in value as soon as the purchaser opens an item. The Restocking Fee also covers the cost of executing your transaction- i.e. bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping an item.