Returns and Refunds

All returns and refunds are subject to the following below:

• Dream Kitchen & Home reserves the right to cancel any order at any time. In the result of a cancellation, the customer will be refunded immediately.

• You have 30 days from the delivery date to submit a return request. No returns will be accepted after 30 days. 

• Any orders that are canceled or refused after the product has shipped out are subject to a restocking fee dependent upon the brand that was purchased. 

• If an incorrect shipping address is provided when ordering and the carrier cannot deliver the package and it has to be returned back to the corresponding warehouse, a restocking fee may apply dependent upon the brand that was purchased. 

• Returns will be accepted only for products that are unused, in their original packaging, and have not been installed.

• Items that are marked as clearance or discontinued are subject to a non-refundable policy.

• Returns are not accepted on accessory items such as chimneys, extensions, crown moldings, trim kits, dishwasher panels, range doors, etc.

• Please note that returns are not accepted for addresses outside our normal shipping range. We only ship to the lower 48 states outside of Alaska and Hawaii!

• To submit a return request, please fill out our contact form or give us a call at 1 (888) 718-9060 and we would be happy to assist you. 

Return Policy By Brand:

MRCOOL:

General Returns Guidelines:

1. Notification of return must be made within 30 days of the delivery date. Return requests beyond this timeframe will not be accepted.
2. If an order is cancelled or refused after the product has already been shipped, a restocking fee, as outlined below, will be applicable.
3. In the event that the customer provides an incorrect shipment address or phone number, resulting in the inability of the freight carrier to deliver the package, the shipment will be returned to the warehouse and subject to the corresponding restocking fee outlined below.
4. A minimum restocking fee of 35% will be charged for all returns. (This only applies to returns that have been processed, if the order was not processed you will be subject to the 4% processing fee)
5. Only unused products in their original packaging, including the box and pallet, are eligible for return. Once a product has been used or installed, it cannot be returned.

In certain instances, the customer may be responsible for packing the item(s) and arranging direct shipment via FedEx or a similar carrier.

Products Ineligible for Returns or Exchanges:

• Modified products
• Products in non-resalable condition
• Products without an order number
• Products not in the original box with original packaging materials
• Accessories, including but not limited to: Lineguards, wall mounts, linesets, couplers, and any other accessory.
• Pre-Charged Line Sets are non-refundable. (Since Line Sets are Pre-Charged, the coolant goes straight into the condenser rendering the Line Set empty of coolant. Once coolant enters condenser, Line Sets are no longer Pre-Charged and we cannot Re-Charge them. Please do your research and ensure you have the enough length.)

Damaged Products: If you receive a damaged order, please follow these steps:

1. If the box shows clear damage upon delivery, take clear photos of the damaged box, refuse the package, and note the damages with the delivery driver on the Bill of Lading or Freight Bill.
2. If there are no damages to the box, inspect your package immediately upon receipt from the freight carrier. If there are damages to the product, take pictures and promptly send them to us.
3. Email our Customer Experience team contact form with your Order Number, Issue, and Photos.
4. Our Customer Experience team will promptly assist you with sending a replacement unit.

IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. Claims reported after the 24-hour mark will be denied.

Exchange Policy General Exchange Guidelines:

1. Notification of exchange must be made within 30 days of delivery. Exchange requests beyond this timeframe will not be accepted.
2. A minimum restocking fee of 35% will be charged for all exchanges. Refer to the brand-specific restocking fees mentioned above.
3. Only unused products in their original packaging, including the box and/or pallet, are eligible for exchange. Once a product has been used or installed, it cannot be exchanged.

Exchange Process:

1. Arrange for the pickup of the returned product(s).
2. The warehouse team will receive and inspect the product to ensure it is in new condition.
3. The customer will receive a refund, less the restocking fee.
4. The customer can then place a new order for the exchange item.

Refund Processing: Refunds will be issued after the warehouse receives, inspects, and processes your return or exchange. Refunds will be credited back to the original payment method and may take up to 72 hours to appear on your statement.

ZLINE Kitchen & Bath: 

A shipping fee applies for items returned before 30 days. Items returned before 60 days are subject to a restocking & shipping fee. Accessories such as chimneys, extensions, crown moldings, trim kits, etc are not returnable!

ZLINE has flat rate fees for shipping which are listed below only for ZLINE products…

EcoFlow Return & Refund Policy - Click here

Damaged Items:

• If your item arrives damaged or defective, we are happy to arrange for a prompt replacement. Contact our Customer Experience Team by filling out our contact form within 48 hours of delivery.

• Please provide a few clear photos of the damage within 48 hours of delivery. Reach out to our Customer Experience Team by filling out our contact form providing the photos and your order number so we can get you taken care of as soon as possible.

• If an item arrives damaged and it is installed, we cannot accept a return or an exchange!

• Before installing your unit, please test the item(s) for proper functionality by plugging it into the wall and testing all functions. If the unit does not work, please contact our Customer Experience Team right away.

Refunds:

• Refunds on returns are issued within 48 hours once the item is received and inspected. Following the issue of the refund, it could take from 7-10 business days to reflect the credit to your bank statement.

• Shipping and restocking fees are deducted from the refund dependent upon the return policy of the brand. 

Shipping Address Changes:

• All shipping address changes/updates are dependent upon each brand's return policy. Please contact us immediately for any address changes at cs@dreamkitchenandhome.com or 1-888-718-9060.

• Please contact us if you have any questions regarding Dream Kitchen & Home's Friendly Return & Refund Policy. Our Customer Experience Team is available from 9:00am-9:00pm EST by phone at 1 (888) 718-9060 or via our contact form.

Returning Items Purchased With Affirm:

• In order to get a refund, please contact us at cs@dreamkitchenandhome.com and request a refund. We will let you know if a return is possible and how much the refund will be, according to each partner's respective return policy.

• Once Affirm receives the refund, the refund amount will show up in your loan timeline within 3–10 business days, and your balance will be updated.

Making payments:

• While you’re waiting for your refund, please continue to make any monthly payments that are due.

Refund application

• If your refund is less than your total purchase balance, it might not lower or cover your next monthly payment. Instead, you can expect fewer monthly payments, a smaller final payment, or both.

• If your refund is more than your purchase balance, you will get back the difference, minus any interest you have paid. Affirm will credit your payment method within 3–10 business days.

Refunds for paid interest:

• Unfortunately, Affirm does not refund paid interest. When you make payments, the funds are first applied to the accrued unpaid interest and then the principal. Since interest is the only cost of borrowing with Affirm, it is not refundable.

Where is my refund?

To see the status of your refund:

1. Sign in to your Affirm account.

2. Navigate to Pay.

3. Select your purchase.

4. Your refund will show up as an adjustment in your purchase details.

Don’t see it? Your refund will show up within 3–10 business days.