Return and Refund PolicyUpdated 3 months ago
Return and Refund Policy
RETURNS AND EXCHANGES
Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Pyro via e-mail at [email protected] within three (3) days of receipt. If you receive a damaged, defective or incorrect item, we will work with you to make things right.
For discretionary returns that are not the result of an error on our part, your refund will be reduced by a restocking charge equal to 10% of the purchase price, and you will be responsible for outbound and return shipping and delivery costs. Please note that outbound shipping costs will differ from the shipping charge paid at checkout. While we charge a flat shipping rate for orders, this charge does not represent the actual shipping costs of the item. For clarification, please contact our support team prior to your return and the actual outbound shipping costs can be provided for your exact order. Returns must be requested within 30 days of the original purchase date and received in original condition within 15 days of authorization of return. We do not accept returns on used items. Credit card orders will receive refunds in the form of a credit back to the original account. Check and cash payments will be returned via a refund check or Proud Pyro Credit. Refunds will be issued once the product has been received and inspected by Proud Pyro Customer Service.
Much care is taken to ensure your order arrives in the best possible condition. While the heavy steel is nearly impervious to damage from any reasonable handling during shipment, some scratches to the surface are expected. We package the items so that the side of the tower that can be scratched through the shipping material will be hidden from view once the Tower is assembled. The nature of shipping large and heavy pieces of steel makes some movement inevitable resulting in minor surface scratches that will not affect the performance of your item. Be sure to retain the original packing materials and original receipt for any item that you wish to return to us. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you.
Standard Shipping service charges are not refundable. We do not accept any returns or exchanges on custom orders. All reduced price or sale items are final and no returns will be accepted.
To make a return, contact Customer Service at [email protected] to request a return authorization, carefully repackage your return, and ship to the address below:
Bad Idea Supply Co.
Attn: Customer Returns
Original Order Number (mandatory)
943 East 620 Avenue
Mulberry, Kansas 66756
We do not provide pre-paid shipping labels for returns so you can use the shipping company of your choice. Be certain to keep a record of the tracking number in case your return shipment is lost in transit as proof of shipment.