Return Policy:

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You may return an item for a refund of the merchandise within 30 days of delivery. A minimum of 15% restocking fee will be applied to any Returns. Call our Customer Service Department so that we can contact our carrier to schedule a pick-up for the item. Return credits are issued within 48 hours once the item is received and inspected. Please note, if you return an item the return shipping costs will be deducted from your total refund amount.

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• Items under $100: $25 return shipping fee
• Parcel orders $100 to $300: $50 return shipping fee
• Parcel orders over $300: $100 return shipping fee
• Freight orders: $200 return shipping fee

Products that are not eligible for returns or exchanges:

• Any product that has been modified

• Any product that is not in resalable condition

• Any product not accompanied by an Order Number 

• Any product that is not in the original box with original packaging materials. 

• Any accessories including but not limited to: range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, line guards, wall mounts, line sets, couplers, and any accessory.

Items must be in new condition and in the original packaging to qualify for a refund. There are no refunds or exchanges on installed or used items.

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Damaged Products:

In the rare case you receive a damaged order, please follow these easy steps. 

1. If the box has 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. No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to us right away. 

3. Email our Customer Experience team at: support@DMBKOutlet.com with your Order Number, Issue, and Photos.

4. Our Customer Experience team will promptly assist you with a replacement unit to be sent out.

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Freight Return Policy:

• When you sign for the delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.

• If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship replacement parts free of charge. We usually only have a 48-hour window to file freight claims. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.

• If your product has a manufacturer's defect, we can either replace the defective part or, if necessary, the entire unit.

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IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. If damage is reported after the 24-hour mark, the claim will be denied.

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Exchange Policy:

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General Rules for Exchanges

1. Must be reported within 30 Days of Delivery. We cannot accept any Exchange Requests after this mark.

2. A minimum of 15% restocking fee will be applied to any Exchanges. Refer to the restocking fees by brand above.

3. Only uninstalled, unused Products in the original packaging with the box and/or pallet are subject to this Exchange Policy. If a Product has been used or installed, it cannot be exchanged.

How We Process Exchanges

1. Arrange to have the returned product(s) picked up

2. The warehouse team receives the product and checks that the product is in new condition 

3. The customer receives a refund, less the Restocking Fee. 

4. The customer processes 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 to the original payment method and can take up to 72 hours to reflect on your statement.

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