Eurostoves Sales Policies

Sale Tax Information

Eurostoves collects 5% Sales Tax on products shipped within Massachusetts. Purchases shipped to other States will not be the subject to a Sales Tax charge.

Order Confirmation

Shortly after placing your order, you will receive an order confirmation e-mail. Please save this email invoice for your records.

Cancellations

Regular orders may be canceled within 48 hours of placing the order if not already shipped. Any order canceled after 48 hours, will be a subject to a 15-30% restocking fee depending on the manufacturer’s policy. To cancel the order, please call us at (877) 232-0007.

Once an item or an order has been shipped it cannot be canceled, and you will have to process a regular return.

Special order items are non-cancelable.

Regular Order Returns

Returns or Exchanges can be made within 15 days from the day you receive your merchandise. Returned or Exchanged product may be a subject to a 15-30% restocking fee depending on the manufacturer’s policy. Customer will be responsible for freight charges and other applicable fees.

To receive a refund, please make sure of the following:
• All returned merchandise must be in resalable condition
• All merchandise must be free from scratches and/or defects
• All merchandise cannot have been installed
• You must have the original packaging for the merchandise
• There cannot be any writing or labels on the packaging for the merchandise
• Packages must be sent back via FedEx, UPS or Motor Freight

Prior to returning the merchandise, customers need to e-mail or call us for return authorization. Any return without an authorization will not be accepted.

Special Order Returns

Special order items cannot be canceled or returned. If defective, you may only exchange these items for the same product.

Special order merchandise is considered to be the one that has color and trim options other than stainless steel. Most of the high-end appliances are non-stocking merchandise and have to be built and ordered specially to fulfill your order; therefore it’s considered to be special order merchandise. Please call us at (877) 232-0007 if you are uncertain about any part of this return policy or if you have unanswered questions before you place an order.

Please note that special order merchandise usually take longer to receive.

Refunds 

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 15-25 days from receiving the merchandise back for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check please allow an additional 15 days for delivery of check via USPS.

Damages

All merchandise is inspected, checked, and packaged by the manufacturer prior to release to the shipping company. But in spite of our best efforts, shipping damage can and does sometimes occur. Here's what to do before signing for delivery:

• Before signing the delivery receipt, make sure you have received all the items specified on the delivery receipt. If anything is missing from the shipment, note this on the delivery receipt and have the delivery person sign your copy.

• Always note any external damage to cartons on the delivery receipt and have the delivery person sign your copy.

• We highly recommend that you unpack each carton in the delivery person’s presence and carefully inspect each item. Note any damage on the delivery receipt and have the delivery person sign your copy. Contact the shipping company immediately to file a claim.

• If you discover concealed damage after the delivery person has left, immediately call the shipping company and request inspection. Keep all packing materials and contents in the same condition as when the damage was discovered.

• It is a good idea to take pictures immediately after discovering concealed damage in order to support your claim.

• If the merchandise delivered appears to be damaged beyond repair, please refuse the shipment and write on the shipping documents exactly why you refused the delivery. Make sure you get a delivery receipt from the delivery person with your remarks written on it. This will permit us to obtain a new unit from the factory and have the shipping company handle the problem they caused.

• If the merchandise refused, you must notify Eurostoves immediately. The damaged and refused merchandise will be replaced and all associated shipping charges will be paid by Eurostoves.

Shipping Policy

For your convenience, we offer several shipping options: UPS Ground, Boston Area Delivery and Pick-up at the store. Large merchandise will be shipped by Motor Freight carriers. If you ordered two or more items, you may receive them in multiple boxes on different days, because of varying item availability and shipping locations.

Items containing hazardous or regulated materials or some very large or heavy items must be shipped to you via freight carrier.

When you choose UPS Ground, Boston Area Delivery or Motor Freight as a shipping option, your items will be shipped as requested after they will become available for shipping.

Shipping Area

Currently we ship merchandise within the continental U.S., excluding Hawaii and Alaska.

If you do not live within the U.S. or in Hawaii or Alaska and would like to place an order, you may do so by having your merchandise shipped to a forwarding address within the U.S.

Shipping & Handling Information

We are able to ship most of the orders within 3-7 business days, depending on availability. Please allow approx 2-3 weeks to receive your order. Eurostoves reserves the right to cancel order(s) at any time. 

Shipping Rates

All shipping rates are determined by either the UPS or by Large Items Freight Table. Once you begin the check out process your shipping cost will be calculated.

Shipping Backorders

Occasionally we must backorder or source inventory from multiple warehouses. This means that different parts of your order can come from various locations around the country. If you order more than one item, we will make every effort to send available items together. In the event only some of the items in your order are available at a single location, we reserve the right to ship you multiple packages from multiple warehouses. If we elect to break your order into multiple packages, you will not incur any additional freight charges. In the unlikely event we are unable to ship your order complete, we reserve the right to ship the stock we have and backorder the items which we were unable to ship. You will be notified via e-mail of the estimated delivery date for your backordered items. You will not be charged any additional freight charges for items that are backordered.

Manufacturer Warranty

All of the products we sell come with their full factory warranty. If you have a warranty inquiry on an item purchased from Eurostoves, please contact manufacturer directly or we can assist in getting you more information as well as reaching the manufacturer directly. 

Large Appliances Delivery Terms

The following delivery terms apply for nationwide delivery area, excluding Greater Boston area.
• You will receive an email confirmation when an email is supplied to us of your order.
• A representative from Motor Freight will contact you by phone to arrange delivery.
• Delivery will be arranged within a specific 4 hour time period, so you won't have to spend all day waiting for your delivery.
• From the time you order, you can expect delivery in 1-2 weeks unless the item is a special made to order or the item is backordered.
• Please be aware that standard delivery is thru the first dry door.  (Lift gate services are included). We will not uncrate the appliance(s)

• White Glove Delivery will deliver the appliance to the place that it is to be installed, unwrapped and take all debris away from your home.

Greater Boston Home Delivery, Removal and Installation

• You will receive an email confirmation of your order when an email address is supplied to us and you will receive a USPS mailed copy of your sales order.
• A representative from Eurostoves will contact you by phone once your order is ready to be shipped.  A representative from Courier Systems will contact you to arrange delivery.
• Delivery will be arranged within a specific 4 hour time period, so you won't have to spend all day waiting for your delivery.

• From the time you order, you can expect most delivery within 2-3 weeks.
• The delivery will be conducted in a professional manner and every precaution will be taken to avoid any damage to your home.
• To facilitate ease of delivery, please have dimensions of doorways, openings, stairways, etc., ready to provide upon arrangement of delivery.
• Please be sure the entire pathway to your new appliance's destination is clear.

Most of our products include the following services when delivery service is purchased:
• Uncrating your new appliance and removing the packing.
• Delivering your new appliance to its rough location in your home.
• Please be aware that gas installations in Massachusetts require a licensed professional, and are beyond the services provided by Eurostoves.

Before Ordering Checklist

Unfortunately, not fitting into the space intended is the main reason appliances get returned. You can avoid this inconvenience by going through this before ordering checklist:

• Measure the area where the appliance will be placed, and be sure the product you've selected fits within these dimensions.
• Be sure that you have an appropriate electric outlet within 3-1/2 feet of the space you've chosen for your appliance.
• Check to see that it's a grounded outlet (accepts a three prong plug), since most appliances require one.
• Take a look at your basement or any other stairway along the way to your appliance's final location to make sure your product will fit through the space.

Installations

Delivery of appliance doesn't include installation.

Installations in Greater Boston area:

We will only ship your merchandise. If installation needed, please contact your local area professionals.

Installations for Nationwide areas:

We will only ship your merchandise. If installation needed, please contact your local area professionals.

Price Changes, Typos & Omissions

Our company strives to provide the most complete and accurate information on all products and services. However, we reserve the right and cannot be held responsible for the change of price due to the price changes by the manufacturer, and/or typos or omissions.