GENERAL WARRANTY INFORMATION AND WARRANTY RETURN POLICIES
TEST YOUR PART BEFORE JUST ASSUMING THAT IT IS DEFECTIVE
Over the past few years, approximately 30-35% of the parts that were returned to us for warranty purposes were tested and found to be functioning perfectly normal. What this tells us is that many individuals are simply “throwing” parts at their stoves and that the real problems are not being diagnosed correctly. Please make sure that all electrical parts that you believe to be defective are being removed from the stove and being properly bench tested for operation before returning them to us. That means that you will need to energize the part directly, (connect the electrical item directly to electricity that is totally independent of the stoves circuitry) to see if it will operate. If an igniter or motor is energized and it operates, chances are pretty good that it will not qualify for warranty replacement, and that your problems are elsewhere in the stove. Other problems within the stove that could cause an electrical component to not function could be; wiring, fuse(s), vacuum sensor(s), temperature sensor(s), optical sensor(s) and of course the stove controller.
BLOWERS AND MOTORS ALL MAKE NOISE WHEN OPERATIONAL
Pellet Stoves all have moving parts, such as electric motors, auger motors, distribution blowers, exhaust blowers, augers, bearings, etc.. All of these moving parts can and will make noise while they are operating. Some parts that are identical in appearance will make more noise than others. Some stoves will make more noise than others. Some individuals wrongly believe that blowers and motors should not make any noise at all when they are in operation. Obviously that is not reality. Making more noise does not automatically qualify a blower or motor for warranty replacement. Control board voltage adjustments are often needed when replacing an exhaust and/or convection motor. These adjustments will usually affect the noise level. If you do not know how to make these adjustments, you might want to engage the services of a knowledgeable and trained service person.
The quality control department at PelletStoveParts.com bench tests (energizes) every motor that we sell prior to packaging it. This is to ensure that your part is operating correctly and that it is within our noise level standards, prior to leaving our facility. Normal household devices such as computers, microwave ovens, refrigerators, bathroom fans, forced air heating systems, room fans, etc. all produce average noise levels from 40 – 70 decibels. Operational noise from your pellet stove and/or it’s component parts will be similar to these devices. Pellet Stove components that have operational noise levels within this range are perfectly normal and will not be considered for any warranty replacement based solely upon noise.
REPLACEMENT WARRANTY PARTS
Parts that qualify for warranty replacement during the first 30 days will be replaced with new parts. After 30 days, PelletStoveParts.com may at its option, repair or replace the defective part or any component thereof with any reconditioned product that PelletStoveParts.com determines is substantially equivalent (or superior) to the defective part or component. Please refer to the Limited Warranty section: “Limited Warranty limitations and exclusions”.
SHIPPING COSTS ON AUTHORIZED REPLACEMENT PARTS
PelletStoveParts.com will pay actual costs up to a $15.00 per shipment allowance for return ground shipping costs for DOA products (dead on arrival) and products that fail within the first 30 days of the date of purchase of the product and otherwise qualifies for warranty replacement. This policy applies only to products that have shipped to and are being returned from USA and Canada destinations. Under no circumstances will PelletStoveParts.com pay for any expedited or express shipping, or costs for anything else other than ground shipping. PelletStoveParts.com reserves the right to refuse to pay any shipping requests that it determines to be unreasonable and/or costs where the shipment of the part could have been shipped via a carrier with significantly less costly shipping costs.
RETURNED PARTS THAT ARE DETERMINED TO BE NOT DEFECTIVE
If a part that is returned is found to not be defective, the returning party will be responsible for all incoming and outgoing shipping and packaging costs associated with the non defective part(s). The returning party will be required to submit payment for such prior to the part being returned to them. All unclaimed parts held for shipping related costs will become the property of PelletStoveParts.com after 30 days. PelletStoveParts.com has the final say in determining if a part is actually defective or not.
