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Return and Refund Policy

Effective Date: March 24th, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Oven Elite HQ
website at https://ovenelitehq.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

3. Return Eligibility

Customers in the Contiguous United States have the right to cancel their purchase and return the product within 30 Days of receipt, subject to the conditions outlined below.

3.1 Conditions for Return

Unused and Uninstalled: The item must be unused and in the same condition you received it.

  • Original Packaging: The item must be in the original packaging (including box and pallet(s), with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return
To initiate a return:

       1. Contact Customer Service

    • Contact us at support@ovenelitehq.com, (302) 600-1852, or Send us a message within 30 days of receiving your order.
    • Provide your order number, delivery date, and a reason for the return or exchange.

       2. Return Authorization

    • After reviewing your request, we will provide detailed return instructions, a Return Merchandise Authorization (RMA) number, and, if applicable, a prepaid shipping label.

4.2 Preparing Your Return

      1. Package the item safely

    • Securely pack the item in its original packaging
    • Ensure all accessories, manuals, and gifts are included.

      2. Include documentation

    • Include the return authorization form and any necessary supporting documents or images.

      3. Attach shipping label

    • Download and print the return shipping label provided in our email.
    • Affix the label to the outside of the package.

4.3 Shipping The Return

  • Shipping method
    • Unless otherwise requested by the manufacturer, use UPS Ground or FedEx Ground to return the package.
  • Return Window
    • Ship the item within 30 days of receiving the return authorization.

5. Return Shipping Costs

  • Customer Responsibility:
    • Customers are responsible for return shipping costs unless the item is defective, damaged, or not as described.
  • Company Responsibility:
    • If the return is due to a defective product, damage during shipping, or an error on our part, Oven Elite HQ will cover the return shipping costs.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, uninstalled, and in original packaging.
    • The return request must be made within 30 days of receipt.
  • Refund
    • A refund will be issued to the original payment method minus any applicable shipping and restocking fees. If the original payment method is not available, we will issue a direct deposit

6.2 Defective or Damaged Goods

Please inspect the product immediately after receiving it. If there is damage, follow these steps to ensure a smooth resolution.

  • If the box has visible damage:
    • Take photos of the damaged box
    • Refuse the package
    • Note the damage on the Bill of Lading or Freight Bill.
  • If the box is intact but the product is damaged: Take photos of the damaged product.

Email us at support@ovenelitehq.com with your order number, photos,
and a description of the issue(s) within 24 hours of receiving the item. Claims
reported after this period will not be accepted.

  • Resolution: We will offer a replacement or a full refund
    • If a replacement unit is sent, please be aware that removal of the old
      unit and installation costs are not covered.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement.

6.5 Order Cancellation

  • Before Shipment
    • You can cancel your order for a full refund if it has not yet been shipped.
  • After Shipment
    • If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:
    • Items made to your specifications or personalized.
  • Perishable Goods:
    • Such as food, flowers, newspapers, or magazines.
  • Intimate or Sanitary Goods:
    • This includes underwear, swimwear, and personal care items unless unopened and unused.
  • Gift Cards and Downloadable Software Products.
  • Accessories

8. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after we receive and inspect the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase. If that's not possible, a direct deposit will be issued
  • Time Frame:
    • It may take up to 3 Business days for the refund to appear in your account,
      depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error.
  • Late Returns:
    • Items returned more than 30 days after delivery will not be eligible for a refund.

9. Exchanges

  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
    • To request an exchange, contact us at support@ovenelitehq.com.
  • Shipping Costs:
    • We cover shipping costs for defective or incorrect items.
    • Customers are responsible for shipping costs for exchanges due to change of mind.

10. Return Address

You will receive an email detailing the address to return your item

11. Shipping Method and Costs

Unless otherwise requested by the manufacturer, use UPS Ground or FedEx Ground to return the package.

12. Questions and Support

For information, please

 

Our customer service team is available from 9:00 AM - 5:00 PM EST, Monday - Friday, excluding holidays

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

Thank you for shopping with Oven Elite HQ!

We appreciate your business and are committed to providing you with exceptional service.