Returns & Refunds Policy
Thank you for choosing Kelray Infrared Heaters. We strive to provide high-quality products and exceptional customer service. If for any reason you are not satisfied with your purchase, we offer returns and refunds according to the following policy:
1.Returns
1.1. You may return your Kelray Infrared Heater within 30 days of the delivery date for a full refund, minus any shipping costs, provided that the product is unused, in its original packaging, and in resalable condition.
1.2. To initiate a return, please contact our customer service team by phone (778-871-9013) or email (info@kelrayheating.ca) to obtain a Return Merchandise Authorization (RMA) number. Returns made without an RMA number will not be accepted.
1.3. Once your return is approved and the RMA number is issued, you will be responsible for shipping the product back to us at your expense.
2. Refunds
2.1. Upon receipt of the returned product and verification of its condition, we will issue a refund to the original payment method within 21 business days.
2.2. Shipping costs are non-refundable, and if your purchase initially qualified for free shipping, the cost of shipping will be deducted from your refund.
3. Damaged or Defective Products
3.1. If you receive a damaged or defective Kelray Infrared Heater, please contact us immediately upon receipt.
3.2. We will arrange for a replacement to be sent to you at no additional cost, or offer a refund if a replacement is unavailable.
4. Exchanges
4.1. We do not offer direct exchanges. If you would like to exchange your Kelray Infrared Heater for a different model or variant, please return the original product for a refund and place a new order for the desired item.
5. Non-Returnable Items
5.1. Certain items are not eligible for return or refund, including:
Products that have been used, installed, or modified, Clearance or discounted items, Products purchased from unauthorized resellers
6. Manufacturer’s Warranty
6.1. Kelray Infrared Heaters are covered by a limited warranty against defects in materials and workmanship. Please refer to the warranty documentation included with your product for more information.
7. Contact Us
7.1. If you have any questions or concerns about our returns and refund policy, please don’t hesitate to contact us.
Note: This returns and refund policy is subject to change without notice. Please check our website for the most up-to-date information.
Kelray Heaters are licensed New Zealand made products. Proudly built in NZ and assembled in Canada.