Refund policy
Effective Date: June 21, 2026
Return & Refund Policy
1. Overview
Cooking Appliances Direct is owned and operated by WMI International LLC ("Company," "we," "our," or "us"). We stand behind the quality of the products we sell. This Return & Refund Policy explains the conditions under which returns, refunds, replacements, and exchanges are accepted for purchases made through CookingAppliancesDirect.com.
Summary
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Region: United States
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Return Window: 30 days from delivery
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Damage Reporting Window: Within 48 hours of delivery
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Return Eligibility: Approved returns accepted for eligible products that meet the conditions outlined below
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Return Shipping: Customer is responsible for return shipping costs on non-defective returns
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Restocking Fee: 25% of the product price for approved non-defective returns
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Return Authorization Required: Yes
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Custom-Made Products: Non-returnable and non-cancellable once production has begun
2. Contact Information
To request a return, exchange, replacement, or report a damaged item, please contact us:
Cooking Appliances Direct
Email: support@cookingappliancesdirect.com
Phone: 1-813-680-2262
Mailing Address:
WMI International LLC
8270 Woodland Center Blvd.
Tampa, FL 33614
United States
Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM EST
3. Return Eligibility
Returns may be approved under the following circumstances:
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The item arrived damaged, defective, or incorrect
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The customer wishes to return a new, unused item within the return window
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The return request is submitted within 30 days of delivery
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The item remains unopened, unused, uninstalled, and in new, resalable condition.
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All original packaging, accessories, manuals, and included components are returned
Items that have been installed, used, modified, assembled, or damaged after delivery are not eligible for return unless determined to be defective upon arrival.
4. Return Authorization Required
All returns require prior authorization from our customer service team.
Please contact us before returning any item.
Returns shipped without authorization may be refused, returned to sender, or may not qualify for a refund.
Once approved, we will provide return instructions and, when applicable, a return shipping label.
5. Reporting Damaged, Defective, or Incorrect Items
Customers should inspect all deliveries immediately upon arrival.
If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery.
Please provide:
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Order number
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Photos clearly showing the issue
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Photos of the packaging (if applicable)
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A brief description of the problem
For freight deliveries, any visible damage should be noted on the carrier's delivery receipt before signing whenever possible.
Failure to report damage within 48 hours may affect our ability to process a claim with the carrier.
6. Custom-Made and Special-Order Products
Many products sold on CookingAppliancesDirect.com are custom-built, made-to-order, personalized, or special-order products.
Because these products are manufactured specifically for each customer:
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Orders may not be canceled once production has begun
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Custom-made and special-order products are non-returnable
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Refunds are not available after production begins except in cases of verified shipping damage, manufacturing defects, or approved warranty claims
If you are unsure whether a product is custom-made or special-order, please contact us before placing your order.
6A. Manufacturer-Specific Return Requirements – HPC Fire Products
Certain products sold on CookingAppliancesDirect.com are manufactured by HPC Fire Inspired™ ("HPC").
In addition to the requirements outlined in this Return & Refund Policy, returns, replacements, warranty claims, and defect claims involving HPC products may be subject to the manufacturer's return authorization procedures.
Many HPC products are custom-built, made-to-order, or manufactured specifically to customer specifications. Such products are generally not eligible for cancellation, return, refund, or exchange once production has begun, except in cases of verified shipping damage, manufacturing defects, or approved warranty claims.
For approved warranty claims or manufacturer-authorized returns:
• A Return Merchandise Authorization (RMA) may be required before any product can be returned.
• The original proof of purchase may be required.
• Returned products must be properly packaged to prevent damage during transit.
• Products returned without an approved RMA when required by the manufacturer may be refused.
• Manufacturer-issued RMA authorizations may have expiration dates and must be used within the timeframe specified by the manufacturer.
• Inspection, repair, replacement, refund eligibility, and warranty coverage remain subject to manufacturer evaluation and approval when applicable.
• Products that have been installed, modified, misused, improperly maintained, or damaged after delivery may not qualify for return, refund, replacement, or warranty coverage.
Cooking Appliances Direct will assist customers with the return authorization process; however, final warranty determinations, return approvals, and warranty remedies are made by the manufacturer in accordance with its policies.
6B. Manufacturer-Specific Return Requirements – Videl USA / The Outdoor Plus Products
Certain products sold on CookingAppliancesDirect.com are manufactured by The Outdoor Plus and marketed under the Videl USA brand.
Many Videl USA and The Outdoor Plus products are custom-built, handcrafted, made-to-order, or manufactured specifically for each customer. Such products are generally not eligible for cancellation, return, refund, or exchange once production has begun, except in cases of verified shipping damage, manufacturing defects, or approved warranty claims.
Approved warranty claims, repairs, replacements, returns, and exchanges may be subject to manufacturer review and authorization.
Cooking Appliances Direct will assist customers throughout the claims process; however, final warranty determinations, return approvals, and warranty remedies remain subject to manufacturer policies and procedures.
6C. Manufacturer-Specific Return Requirements – TrueFlame Products
Most TrueFlame products are regularly stocked by the manufacturer and may be eligible for return when all eligibility requirements outlined in this policy are met.
To qualify for return, TrueFlame products must:
• Have an approved Return Merchandise Authorization (RMA).
• Be unopened, unused, uninstalled, and in original factory packaging.
• Be returned within 30 days of the delivery date.
Approved returns may be subject to manufacturer restocking fees and customer-paid return shipping. Original outbound shipping charges, if any, are non-refundable.
Products that have been opened, installed, assembled, modified, or used are not eligible for return and may instead be covered under the manufacturer's warranty, if applicable.
Cooking Appliances Direct will assist customers throughout the return authorization process and coordinate directly with the manufacturer when required.
7. Return Shipping and Restocking Fees
Damaged, Defective, or Incorrect Items
If a return is approved due to shipping damage, manufacturer defect, or an incorrect item being shipped, we will provide a prepaid return shipping label and no restocking fee will apply.
Non-Defective Returns
Approved non-defective returns that satisfy all eligibility requirements are subject to:
• Customer-paid return shipping
• A 25% restocking fee based on the product price
The restocking fee and any applicable shipping charges will be deducted from the refund amount.
Original outbound shipping charges, expedited shipping charges, and other non-refundable service fees, if any, will not be refunded unless required by law or resulting from our error.
If a return label is provided and not used, we may not reimburse shipping expenses incurred independently.
8. Refused Deliveries
If a customer refuses delivery of a non-damaged product, the order will be treated as a return.
The customer will be responsible for:
• Return shipping charges
• Carrier storage fees (if applicable)
• Applicable restocking fees
• Any shipping, freight, or delivery charges incurred as a result of the refused delivery
9. Refunds
Once a returned item has been received and inspected, we will determine whether the return qualifies for a refund, replacement, or exchange.
Approved refunds are typically processed within 7–14 business days after return approval.
Refunds are issued to the original payment method after the returned merchandise has been received, inspected, and approved by the manufacturer or distributor when applicable.
Refunds cannot be issued until returned merchandise has been received and inspected unless otherwise approved in writing.
Photographs alone do not constitute a completed return.
10. Replacements
If an item arrives damaged, defective, or incorrect, we may offer a replacement instead of a refund when appropriate.
Replacement products will be shipped after the claim is approved and any required return procedures are completed.
11. Exchanges
We accept exchanges for eligible products that meet the return requirements outlined in this policy.
Exchanges for the same item due to damage, defects, or shipping errors will not incur a restocking fee.
Replacement items will be shipped after the returned product has been received and approved.
12. Non-Returnable Items
The following items are not eligible for return:
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Custom-made products
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Made-to-order products
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Special-order products
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Personalized products
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Products reported outside the required reporting window
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Installed products
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Opened products (when the manufacturer requires products to remain unopened for return eligibility)
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Used products
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Products that are not in new condition
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Products returned without original packaging, manuals, accessories, or included components
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Products damaged through misuse, abuse, neglect, improper installation, unauthorized modification, or improper maintenance
Any item determined to be ineligible for return may be refused or returned to the customer at the customer's expense.
13. Order Cancellations
Orders may be canceled for a full refund prior to shipment or, for custom-made products, prior to the start of production.
Custom-made, special-order, or made-to-order products may not be canceled once production has begun.
Once an order has shipped, cancellations are no longer possible and the return process outlined in this policy must be followed.
14. Manufacturer Warranties
Many products sold on CookingAppliancesDirect.com include manufacturer warranties.
After the return period expires, warranty claims are subject to the manufacturer's warranty terms and conditions.
We will assist customers in contacting the manufacturer when applicable; however, warranty coverage, approvals, and remedies are determined by the manufacturer.
15. Legal Rights
This Return & Refund Policy does not affect any rights provided to consumers under applicable United States laws.
16. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time.
Any changes will become effective immediately upon posting to this website.
By placing an order through CookingAppliancesDirect.com, you acknowledge that you have read and agree to this Return & Refund Policy.
Cooking Appliances Direct
support@cookingappliancesdirect.com
WMI International LLC
8270 Woodland Center Blvd.
Tampa, FL 33614
United States