Returns & Exchanges Policy
Living Direct understands that occasionally a customer will purchase an item that does not fit their needs. We are committed to providing our customers the best service possible and feel that we offer one of the fairest return policies in the business. Experience has shown us that the vast majority of returns may be avoided if a customer takes the time to thoroughly research the item they intend to purchase as well as the area in their home or business where the item will be located. We encourage you to contact our product specialists with any questions that you may have before you submit an order and they will gladly assist you to help ensure the correct item is purchased to suit your individual needs.
Products that are not damaged or defective may be returned for any reason within the first 30 days after delivery. Returned products must be in a new, fully functional, and undamaged condition, and must include the original box (including over boxing), packing materials, manuals, and accessories. All returns must have a return merchandise authorization number (RMA). RMA numbers may be obtained by contacting our customer service department Monday through Friday, 8am to 5pm CST - (888) 645-3402. SHIPPING AND HANDLING COSTS ARE NOT REFUNDABLE AND THE PURCHASER IS RESPONSIBLE FOR THE COST OF THE RETURN SHIPPING. Returns related to orders that included "free shipping" will be subject to a 15% shipping recovery fee. To avoid the shipping recovery fee you may purchase another item of equal or greater value. Please contact our customer service department if you wish to pursue this option. All returns will be inspected and LivingDirect.com reserves the right to adjust the refund on the return depending upon the condition of the returned product.
The products listed below include the following return restrictions:
Portable air conditioners, portable air coolers, and heaters are only eligible for return within the first 15 days after delivery. All other return conditions and policies stated previously apply.
Only Water Heaters that are in new and unopened condition are eligible for return. Water Heaters that have been installed may not be returned for any reason. Please consult with one of our specialists on sizing your unit if you are unsure about the sizing requirements for your geographical area. Regular returns will be charged a 25% restocking fee.
For safety reasons all gasoline and oil must be removed prior to returning any gasoline or diesel powered products. Failure to do so may result in our warehouse refusing the return back to the customer who will be responsible for all related shipping expenses. All other return conditions and policies stated previously apply.
Occasionally products are damaged in shipment. We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. You should immediately inspect the delivery for shipping damage and CONTACT US WITHIN 48 HOURS OF DELIVERY AT 1-888-645-3402 (Excluding holidays and weekends) to report any damage. If you do not contact us within the 48 hour time-frame, you will be responsible for filing a claim with the shipping company. Sometimes damage from shipment may not be visible, so it is very important that YOU CAREFULLY CHECK FOR INTERNAL AND EXTERNAL DAMAGE. If the damage is obvious, you should refuse the delivery and note the damage on the shipment Bill of Lading and call us at 1-888-645-3402 to arrange a return of the damaged unit and to have a replacement product shipped to you. Once we are contacted within 48 hours of delivery, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories and available and ready for the pick-up attempt in order to avoid delays and possible cancellation of the pick-up. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product. *Please note that this policy applies to all products except Kwikool brand commercial portable air conditioners. Kwikool brand commercial portable air conditioners must be thoroughly inspected upon delivery and all freight damage must be notated on the delivery slip.
Please call us 1-888-645-3402 to set up a return for a damaged product.
All defective products will be handled by the manufacturer under the terms of their product warranty. LivingDirect.Com will not replace or exchange defective products that fall under the manufacturer's warranty coverage. Refer to the owner's manual for instructions on how to contact the manufacturer regarding product defects.
Obtaining a Return Merchandise Authorization (RMA)
To initiate a return, please call our Customer Care Department at 1-888-645-3402 to obtain an RMA number. All returns must have a valid RMA number, or the shipment will be refused at our warehouse. After you have contacted us and received your RMA#, you have 15 days in which to get the product back to us. The RMA# expires after 15 days and will not be extended or renewed. You are responsible for all expenses associated with the return shipment of the product to us. You are also responsible for properly packing the product in its original packaging and including all product manuals, parts and accessories as well as insuring the value of the item. Any shipping damages that occur will be your responsibility to handle with the shipping agent. We reserve the right to adjust or deny a full refund of the purchase price if the product is not returned in this manner.