Our customers are very important to us. Our goal is to provide quality products along with outstanding customer service. If the product you ordered does not meet your needs, most unused items may be returned within 30 days of delivery. Please be sure to follow the procedure below, and remember that we are here to help!
Return Process
All returns must include a Return Authorization issued by Century Heating in order to be valid. Returned packages that are not clearly identified with a copy of the Return Authorization inside the package will be refused.
Products must be returned in their original packaging with all components included, including the owner's manual where applicable. Wood stoves must be returned in their original wooden crate and on their original pallet.
All return shipping costs are the responsibility of the customer, except in cases of shipping damage or when the situation is covered under warranty. Returns are subject to a 10% inspection and restocking fee for parts and a 15% restocking fee for heating appliances.
Century Heating reserves the right to deduct the value of any missing or damaged parts.
Items returned without a Return Authorization Form will not be processed or refunded.
Return Procedure:
- Send us an email at info@century-heating.com within 30 days of delivery. Please include your name, order number, part numbers, and the reason for the return.
- You will receive an automated email containing your case number. Please keep this number for future reference.
- Within 72 hours, you will receive an email from one of our representatives confirming whether your return request has been approved or denied.
If your request is approved, you will receive a Return Authorization along with detailed instructions that you must print and include inside your package when returning the products.
All return shipping costs are the responsibility of the customer. We recommend using a shipping company that provides a tracking number.
Our Customer Service Department will process your refund, less any applicable restocking fees, within 14 days of receiving the returned products. Original shipping and handling charges are non-refundable.
Once your refund has been processed, you will receive an email confirming the transaction. Refunds are issued to the credit card used for the original purchase. Please allow 5 to 10 business days for the refund to appear on your statement.
In-Person Returns
Please note that our distribution centers do not have customer service counters. Therefore, in-person returns are not permitted.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made parts / custom glass
- Used, installed, or assembled items
- Discounted product bundles – the complete bundle must be returned
- Items sold in the Clearance section (final sale – no returns, no refunds, no exchanges)
Order Cancellation
If you need to cancel an order, please email us as soon as possible at info@century-heating.com with CANCEL ORDER in the subject line, then call us immediately at 1-877-356-6663 during our business hours. Please do not leave a voicemail. You must speak directly with a representative to confirm the cancellation. We will do our best to cancel your order before it ships.
Once an order has been submitted, we cannot guarantee that it can be cancelled. All orders are processed and shipped as quickly as possible for the benefit of our customers. Cancelling a heating appliance that has already shipped but is still in transit will result in a $300 return freight charge, which will be deducted from your refund. Otherwise, return shipping costs are the responsibility of the customer, and a 15% restocking fee will apply.
If you have exceeded the cancellation period, we will issue you a Return Authorization. Return shipping costs will be the responsibility of the customer, and a 10% restocking fee will be deducted from your refund.
Order Modifications
Modifications are only possible to remove items from an order that has not yet shipped. It is not possible to add items to an existing order; you will need to place a new order instead. Important: No modifications can be made once the order has shipped.
Refused Deliveries
Orders that are returned or refused upon delivery for any reason other than shipping damage will be subject to a 10% restocking fee for parts, as well as a $300 return freight charge, plus a 15% restocking fee for heating appliances.
Claims & Warranty
If you experience any of the following issues with your order, please email us at info@century-heating.com. One of our representatives will be happy to assist you!
Lost Package: Before contacting us, please contact the carrier and provide the tracking number you received by email. If the carrier is unable to locate your package or confirms that it has been lost, please email us with your name and order number.
Shipping Damage: Products damaged during shipping are eligible for replacement. Please inspect your order upon delivery, even if you do not intend to use it immediately. If damage is found, send us photos of the product, the shipping box, the shipping label, and the packaging materials. No replacement or refund will be authorized more than 30 days after delivery.
Missing Item: Items may ship from different warehouses and on different dates. If an item is missing, contact us to obtain the estimated shipping date, tracking number, or a replacement.
Defective Item: Our products are covered by a 90-day warranty against manufacturing defects. If an item is confirmed to be defective and eligible under warranty, a replacement or refund will be issued.
Incorrect Item Received: If the product you received is not the one you ordered, please send us photos of the product, the shipping box, and the shipping label.
Broken Glass: Our warranty covers glass breakage only if the damage occurred during shipping. Glass that cracks after installation or use is considered to be the result of improper installation and is not covered.
Sale Items: Items purchased on sale, with the exception of those sold in the Clearance section, will be refunded at the discounted purchase price, provided the request complies with our return policy.