Refund policy

Effective Date: 2025-12-10

1. Overview

At McCloud Group LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through precisionhearthusa.com.

Summary

Region: United States
Return window: 30 days total, but damage must be reported within 48 hours of delivery
Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Email: support@precisionhearthusa.com
Phone: 1-567-405-1656
Address: 5340 Hollansburg Arcanum Rd Arcanum, OH 45304-9209 United States

Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

The item arrived damaged, defective, or incorrect
The customer wishes to return a new item within the policy window
The damage or issue was reported within 48 hours of delivery
The product is returned within 30 days of delivery
The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

Your order number
Photos clearly showing the damage or issue
A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

Approved returns include a prepaid shipping label. Please use the provided label and ship the item within 7 days after approval.

Restocking Fee: All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
Refunds are issued to the original payment method within 7 business days after approval
If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

Items reported after 48 hours of delivery
Items damaged due to misuse or neglect
Personalized, custom-made, or perishable goods
Intimate or sanitary products such as underwear, swimwear, or personal care items (unless sealed and unused)
Gift cards and downloadable digital items

9. Cancellations

Orders may be canceled before shipment for a full refund
Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Brand by Brand

12. Equator Advanced Appliance's

Returns

At Equator Appliances, your satisfaction is important to us. If you discover any damage to your product within 30 days of receiving your order, please contact our Customer Service team so an inspection can be arranged.

Most new, unused items may be returned within 24–48 hours of delivery. Returned items are subject to a 15% restocking fee, and original shipping charges are non-refundable. All returns must be in original packaging, and the unit will be inspected before any refund is issued.

Once your return has been received and processed, you will be notified by email regarding the status of your refund.

Warranty Information

Equator Appliances warrants to the original consumer-owner that this product will be free from defects in materials and workmanship under normal residential use.

Residential Use: Covered for one (1) year from the original date of purchase
Commercial Use: Covered for ninety (90) days from the original date of purchase

This warranty applies to products used in the United States and Canada.

During the applicable warranty period, Equator Appliances will, at its discretion, repair or replace any defective part at no charge for parts or labor, provided the appliance has been properly installed and operated according to the manufacturer’s written instructions.

The consumer-owner is responsible for ensuring reasonable access to the appliance for service. Warranty service is provided Monday through Friday during normal business hours.

Warranty Exclusions & Limitations

Equator Appliances shall not be liable for incidental or consequential damages, or for damages resulting from external causes including, but not limited to, abuse, misuse, improper installation, incorrect voltage, negligence, or acts of God.

This warranty does not cover service calls that do not involve defects in materials or workmanship. Any diagnosis, labor, or repair costs related to non-warranty issues will be the responsibility of the consumer-owner.

Items Not Covered Under Warranty

The following are not considered warranty repairs and are not covered:

Installation issues (e.g., insufficient clearance or improper setup)
Maintenance issues (e.g., damage caused by cleaning with harsh chemicals or solvents)
Mishandling or accidental damage (e.g., broken knobs, handles, or accessories)

Responsibility Determination

Warranty coverage is determined by whether the appliance malfunctioned due to a manufacturing defect (manufacturer responsibility) or due to customer action, omission, or improper use (customer responsibility).

Some states do not allow limitations or exclusions of incidental or consequential damages, so these limitations may not apply to all customers.

13. Sunstone Metal Products

We strive to provide the highest level of service. If an error was made on your order, please accept our apologies—contact us and we will make it right.

Returns & Exchanges

Returns and exchanges are accepted within 30 days of shipment.
Customers are responsible for all return shipping costs, unless the return is due to our error.
All returned items must be new, unused, and uninstalled, and returned in original packaging, properly packed.

Eligible Returns

We accept returns for items purchased through our website or authorized dealers under the following conditions:

Returns must be initiated within 60 days of the original purchase.
Items must be unused and in original packaging to qualify for a full refund, minus a 15% restocking fee.
We strongly recommend insuring all return shipments. Returns received damaged will be rejected, and the customer will be responsible for filing a claim with the carrier.
If the product is returned undamaged and in original packaging, but the packaging itself is damaged, a 15% repackaging fee will apply.

Return Shipping Instructions

Include a printed copy of your Purchase Order from the company where the product was purchased inside the box.
Do not write, mark, or label the box in any way. Any markings on the packaging will result in a 15% repackaging fee.

Processing & Refunds

Please allow 2–4 business days for processing once the return is received.
After a credit is issued, it may take up to 48 hours for the refund to appear in your bank account.

Returns that do not meet the requirements outlined above will not be accepted.

14. Kokomo Grills

If you are not satisfied with components in your purchase and the item is not a special order, you may return the item(s) in new, resalable condition, in original, unopened packaging, within 30 days of the original purchase date.

Once the returned item(s) are received and inspected at our warehouse, a refund will be issued minus a 30% restocking fee and all shipping charges incurred. Return shipping costs are the responsibility of the purchaser.

Return authorization is required prior to sending any item back. Please contact us to obtain approval before returning merchandise.

The following items are final sale and not eligible for return:

Special or manufactured orders
Floor models
Dent-and-scratch items

All authorized returns must meet the following conditions:

Items must be in unused, salable condition
Items must be returned in their original packaging

Items that do not meet these requirements will be refused or returned to the customer at the customer’s expense.

15. Forno Classico

Terms of Sale

The sale of pizza ovens (the "Product") by Forno Classico, LLC, a California limited liability company ("FC LLC"), to the purchaser listed on the attached Sales Order ("Customer") is governed by these terms and conditions ("Terms"). By placing an order, the Customer agrees to these Terms.

Shipping & Delivery

Unless otherwise agreed in writing, all Products are shipped F.O.B. from FC LLC’s offices in Goleta, California via a carrier selected by FC LLC.
Title and risk of loss transfer to the Customer upon delivery and acceptance. Customers must inspect all deliveries prior to signing. FC LLC is not responsible for damages reported after delivery acceptance.
Shipping costs are paid by the Customer as indicated on the Order.
Customers are responsible for receiving the oven at the scheduled delivery. If delivery is missed, storage fees will apply. Any additional storage costs will be charged to the Customer’s credit card.
Delivery is curbside only. Moving the oven from the curb to its final location is the Customer’s responsibility.

Warranty

Oven Structure – 2-Year Limited Warranty:
FC LLC warrants the oven structure, including the dome and internal firebox, to be free from defects in materials and workmanship for two (2) years from the date of delivery.

Other Oven Components – 1-Year Limited Warranty:
All other oven components (e.g., gas burner, oven door, thermostat, oven floor, mosaic tile finish, integrated accessories) are warranted against defects for one (1) year from delivery.

Accessories & Tools – 1-Year Limited Warranty:
All other products, such as cooking tools and accessories, are warranted to be free from manufacturing defects for one (1) year from sale.

Warranty Limitations

The above warranties do not cover:

Improper installation not in accordance with FC LLC’s instructions or local/state/federal safety codes.
Exposure to rain, snow, hail, or failure to protect the oven from the elements. Hairline cracks or tile damage caused by improper curing or weather exposure are not covered.
Normal wear and tear, including discoloration of the exterior finish caused by smoke or cleaning products.
Damage caused by misuse, abuse, accidents, or unauthorized modifications/repairs.

Cancellations

Orders may be cancelled before completion with Customer payment of expenses exceeding the 50% deposit, including:
- Cost of finished products on hand at full price
- Work in process, prorated based on completion percentage
- Committed raw materials
- Cancellation fees imposed by vendors
Upon request, finished goods, work in process, and raw materials may be shipped to the Customer at the Customer’s expense.

Limitation of Liability

FC LLC is not liable for indirect, special, incidental, or consequential damages, including lost profits or goodwill.
Customer assumes all risk for injury or damage resulting from the use of the Product.

Installation

Installation is not included in the purchase price or agreement.
Customers must arrange and cover installation costs. FC LLC’s responsibility ends at curbside delivery.

Returns Policy

Custom hand-built pizza ovens cannot be returned once accepted, except under the following conditions:

The Customer receives the wrong oven.
The oven delivered does not match the color, tile, or gas components specified in the order.
The oven is delivered damaged. Ovens must be inspected upon delivery, and defects reported immediately to FC LLC.

For any claims or returns, please contact Forno Classico immediately at:

Phone: (805) 895-2626
Mail: Forno Classico LLC, 53 Aero Camino, Goleta, CA 93117

Claims & Warranty Registration

To register a warranty claim:

Contact FC LLC by phone or mail (see above).
Provide a copy of your invoice and photos of the defect/damage.
Include the oven serial number and a contact phone number.
FC LLC will respond within 48 hours with instructions to proceed.

Miscellaneous

These Terms and the Sales Order constitute the entire agreement between FC LLC and the Customer. Modifications must be in writing and signed by FC LLC.
California law governs all orders and disputes. The exclusive venue for disputes is the Superior Court of Santa Barbara County, California.
FC LLC is not responsible for delays or damages caused by acts beyond reasonable control, including natural disasters, civil unrest, terrorism, or other unforeseen events.

16. WPPO

Refund, Return & Warranty Policy

Returns & Refunds

WPPO LLC accepts returns within 60 days of the delivery date for products that are unused, in new condition, and in their original packaging, including all parts, manuals, instructions, labels, and tags.

Before returning any item, you must obtain a Return Merchandise Authorization (RMA). To request an RMA, please provide:

Original order number
Product(s) you wish to return
Condition of the item(s)
Number of packages being returned
Reason for the return
A photo of the unopened package(s)
Your full name, address, email, and phone number

All approved returns are subject to a 10% restocking fee. Customers are responsible for all return shipping costs. Original shipping charges are non-refundable.

Returns must be sent to:

WPPO LLC
400 S Railroad St.
Warren, IL 61087

Refunds may be reduced or denied if items are returned:

Used or not in original condition
Damaged or missing components
After the 60-day return window

International returns are accepted; however, return shipping costs will be deducted from the refund.

Gift returns qualify for store credit only, provided the product is unused, in original packaging, and returned within 60 days.

If you have already used your product and are experiencing issues, we encourage you to contact our support team before requesting a return. We are committed to helping you achieve the best performance from your WPPO product.

Limited One-Year Warranty

WPPO LLC provides a limited one-year warranty beginning on the date the oven is shipped. This warranty covers manufacturing defects and defects in materials for the oven and its original components, including:

Oven body
Cooking floor
Ventilation system
Exterior and interior finishes
Stand
Door
Internal dome welds
Manufacturer-supplied accessories

This warranty applies only when the oven has been properly installed, operated, and maintained according to the product manual and in compliance with applicable building codes.

Warranty Exclusions

The warranty does not cover:

Improper installation or installation not in accordance with product instructions or local building regulations
Hairline cracks in the ceramic cooking floor caused by over-firing
Damage resulting from misuse, including:
- Throwing firewood forcefully into the oven
- Using non-approved accessories or modifications
- Burning improper fuels such as driftwood, coal, plywood, or manufactured wood products containing binders
Damage caused by cooling the oven with water, cleaning while hot, or using improper cleaning chemicals
Damage from storing materials on top of the oven
Normal wear and tear, including:
- Minor cracking from natural expansion and contraction
- Surface scratches on stainless steel or finishes
- Discoloration or darkening from smoke exposure
Damage caused by natural disasters or events such as floods, fires, earthquakes, wind, or storms

Warranty Limitations

WPPO LLC’s responsibility under this warranty is limited to the original purchase price of the oven, excluding shipping costs.

WPPO LLC is not liable for incidental or consequential damages, including but not limited to:

Personal injury
Property damage
Lost profits
Business interruption
Installation or removal expenses
Loss of use

Warranty coverage applies only to documented claims submitted within the one-year warranty period and is based on the original purchase date, not the date of repair or replacement.

If repairs are required, WPPO reserves the right to use new or refurbished parts at its discretion.

State laws vary, and some states may not allow certain limitations on implied warranties or incidental damages.

Inspection & Claim Process

Customers are responsible for inspecting all deliveries upon receipt. Any missing, incorrect, or damaged items must be reported to WPPO LLC within 10 days of delivery.

WPPO reserves the right to review and investigate all warranty claims. If a return is approved, written authorization and shipping instructions will be provided. Products must be properly packaged. WPPO may charge the purchaser for return freight if damage resulted from misuse, negligence, or non-covered circumstances.

How to File a Warranty Claim

All warranty claims must be submitted in writing by mail, email, or phone. Claims must include:

Oven model number
Original invoice number
Date of installation
Detailed description of the issue
Photographs showing the defect
Explanation of the circumstances that led to the claim

Contact Information:

WPPO LLC
400 S Railroad St.
Warren, IL 61087
Email: info@wppollc.com
Phone: 815-745-1021

17. Saffire Grills

Refund & Returns Policy

We want you to be fully satisfied with your purchase. If for any reason you are not satisfied, eligible products may be returned within 30 days of delivery, provided they are unused and in their original packaging.

Return Eligibility

To qualify for a refund:

The item must be returned within 30 days of the delivery date
The product must be unused
Original packaging, components, and manufacturer documentation must be included

Please include your name and order number on the packing slip or Bill of Lading to ensure accurate and timely processing.

To initiate a return, please contact our customer service team.

Refund Information

Approved returns are eligible for a refund of the product purchase price only.
Original shipping charges are non-refundable.
Refunds are typically processed within 10 business days after the returned item is received and inspected.

Products originally purchased at a discounted price may be refunded in the form of store credit.

If original packaging is missing or damaged, a deduction may be applied to the refund amount or a replacement packaging fee may be charged.

18. Tagwood

Warranty & Returns Policy

Returns Policy

To initiate a return, contact us first at:

Phone: 786-376-7000
Email: info@tagwoodbbq.com

You have 15 days from the delivery date to request a return.

Return Requirements

To qualify for a refund:

Product must be unused
Product must be in excellent condition
No scratches, dents, or missing parts
Must be returned in original packaging
- Original box (if shipped disassembled)
- Wooden crate (if shipped assembled)

Upon arrival at our warehouse, the product will be inspected.

If approved:

Refund will be issued minus original shipping cost
Return shipping cost
10% restocking fee
5% payment processing fee

Refunds will be issued to the original payment method.

Order Cancellations (Before Shipment)

To cancel an order prior to shipment, contact us immediately.

A 5% processing fee applies to all cancellations
If freight shipment has already been scheduled, shipping charges will be deducted

Accessories Policy

All accessories are final sale and non-refundable.

Due to the risk of damage during return shipping and product-specific compatibility, accessories cannot be returned or exchanged.

Product Notice

Product specifications, features, finishes, and appearance are subject to change without notice. Actual products may vary slightly from images shown due to ongoing improvements or material variations.

Material Care & Maintenance

Stainless Steel (304) & Rust Information

Tagwood BBQ grills made with 304 stainless steel offer strong corrosion resistance; however, no stainless steel is completely rust-proof. Certain environmental and usage conditions may lead to surface corrosion.

Factors That May Cause Rust

Exposure to chlorides (salt air, coastal environments, de-icing salts)
Harsh chemicals or acidic substances
Surface scratches that expose underlying metal
Extreme environmental conditions

Recommended Maintenance

To preserve your stainless steel grill:

Clean regularly using mild detergent and a soft cloth
Avoid harsh chemicals or acidic cleaners
Rinse salt residue in coastal environments
Follow the grain of the steel when cleaning
Consider appropriate protective coatings if necessary

If rust appears:

Use a nylon brush or fine abrasive pad (always follow the grain)
Apply mild acids such as vinegar or citric acid, then rinse thoroughly
Use stainless steel cleaners specifically designed for rust removal

After cleaning, properly rinse and maintain the surface. When in doubt, consult a qualified professional before attempting restoration.

Prevention is essential. Routine maintenance significantly extends the life and appearance of stainless steel components.

Cold-Rolled Steel & Rust

Models constructed with cold-rolled steel (including SI models) are more susceptible to rust, particularly in high-heat areas such as the firebox and in humid climates.

Recommended maintenance includes:

Light sanding of affected areas with fine sandpaper
Application of high-temperature, rust-resistant paint

Routine care will help preserve the performance and longevity of your grill.

Important Maintenance Notice – Fasteners

Due to transportation, repositioning, and normal use, screws and fasteners may loosen over time.

For safety and performance:

Periodically check and tighten all screws
Use the provided S2 heavy-duty hex key (Allen wrench)
Ensure all components remain securely fastened

Keeping screws tight ensures:

Safe operation
Proper structural integrity
Optimal heat distribution
Reduced vibration wear
Extended product lifespan

Failure to maintain secure fasteners may affect performance and safety.

Limited Warranty Coverage

All Tagwood BBQ warranties begin on the date of the original purchase invoice and apply only to the original purchaser. Warranty coverage is non-transferable and valid only with proof of purchase.

The warranty covers verified manufacturing defects in materials or workmanship, subject to inspection and approval by authorized personnel.

The warranty does not cover:

Improper installation or assembly
Misuse, abuse, neglect, or modification
Commercial, rental, or contract use
Normal residential wear and tear
Rust, corrosion, oxidation, scratches, dents, or discoloration from heat
Buyer dissatisfaction or buyer’s remorse
Damage caused by corrosive agents or environmental conditions
Repairs performed by unauthorized personnel

Tagwood BBQ reserves the right to inspect and evaluate all claims prior to approval. Covered parts will be repaired or replaced at our discretion. Shipping costs for approved warranty parts will be covered. Labor, installation, or related service costs are not included.

Some discoloration due to high heat is normal and not covered under warranty.

Warranty Period by Model

5-Year Limited Warranty

Models:
BBQ01SS, BBQ03SS, BBQ05SS, BBQ01SSB, BBQ02SS, BBQ03SSB, BBQ05SSB, BBQ06SS, BBQ08SS, BBQ12SS, BBQ22SS, BBQ26SS, BBQ28SS, BBQ04SS, BBQ23SS, BBQ24SS, BBQ25SS, BBQ27SS, BBQ33SS, BBQ37SS

3-Year Limited Warranty

Models:
BBQ02SI, BBQ09SS, BBQ07SS, BBQ12SI, BBQ18SS

2-Year Limited Warranty

Model:
BBQ03SI

1-Year Limited Warranty

Models:
BBQ45LI, BBQ45SF, BBQ60LI, BBQ60LF, BBQ60SF, BBQ18SI

How to Submit a Warranty Claim

To initiate a warranty claim:

Take a clear photo of the damaged part
Take a photo of your purchase invoice
Locate the serial number (located under the table)
Email photos, invoice, and serial number to: info@tagwoodbbq.com
Subject line: “Warranty Claim”
Include a contact phone number

Our team will respond within 48 hours with next steps.

19. Cal Flame

Return & Refund Policy

Cal Flame is dedicated to ensuring customer satisfaction and delivering quality products. If you need to return an item or request a refund, please review the policy outlined below.

Return Requests
Return requests must be submitted within 30 days from the date your order was delivered. To qualify for a return, the item must be unused, uninstalled, and returned in its original packaging in resalable condition.

Customers are responsible for return shipping costs unless the product arrived damaged or there was a mistake with the order. Please contact our customer service team before sending any item back, as return authorization is required. Returns sent without prior authorization may not be accepted.

Refund Processing
After the returned item is received and inspected, we will inform you of the status of your refund request. If approved, the refund will be issued to the original form of payment. Processing times may vary depending on your financial institution.

Damaged or Defective Items
If your item arrives damaged or defective, please notify us as soon as possible so we can assist with a replacement or resolution.

Items Not Eligible for Return
Products that have been used, installed, altered, or damaged after delivery may not qualify for return.

Shipping Damage & Customer Assistance

To report shipping damage or to receive assistance, please contact us:

Phone: (800) 225-7727
Warranty Issues: warranty@calflamebbq.com
Customer Service: customerservice@calflamebbq.com

20. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from McCloud Group, you agree to this Return and Refund Policy.

McCloud Group
support@precisionhearthusa.com
1-567-405-1656
5340 Hollansburg Arcanum Rd Arcanum, OH 45304-9209 United States