Refund and Return Policy

Return and Refund Policy

Effective Date: 3/13/2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Visionaire Commerce LLC and Visionaire Kitchen website located at http://visionairekitchen.com.

2. Contact Information

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

Email: support@visionairekitchen.com
Phone: (928) 754-7542
Address: 1155 S Power Rd Ste 114 #795, Mesa, AZ, 85206

Hours: 8:00 AM-5:00 PM Monday–Friday, MST]

3. Return Eligibility

Customers in the USA have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging: The item must be in the original packaging, 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:

Contact Customer Service:

Email us at support@visionairekitchen.com or call (928)754-7542 within 14 days of receiving your order.
Provide your order number and a detailed reason for the return.

Return Authorization:

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

4.2 Preparing Your Return

Package the Item Safely:

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

Include Documentation:

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

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:

Use UPS, FedEx or other trackable shipping method

• Ship the package within 7 days of receiving the return authorization.
• Use a trackable shipping method to ensure your package arrives safely.
Return Window:

Ship the item within 2-3 business days after receiving the return authorization.

5. Return Shipping Costs

Customer Responsibility:
All return shipping costs are the responsibility of the customer

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

Items must be unused, undamaged, and in original packaging.
Return request must be made within 14 days of receipt.

Refund:

A refund will be issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

Notification:

Documentation:

Provide photos or videos of the defect or damage.

Resolution:

We will offer a replacement or a full refund, including return shipping costs.

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:

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 product.

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 clearly personalized.

Perishable Goods:

Such as food, flowers, newspapers, or magazines.

Intimate or Sanitary Goods:

Including underwear, swimwear, and personal care items, unless unopened and unused.

Gift Cards and Downloadable Software Products.

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.

Time Frame:

It may take up to 14 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 14 days after delivery.

9. Exchanges

Eligibility:

We replace items if they are defective, damaged, or incorrect.

Process:

To request an exchange, contact us at support@visionairekitchen.com.

Shipping Costs:

For defective or incorrect items, we cover the shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

Return Window:

Returns must be reported and shipped within 14 days of receiving the product.

Return Processing:

After receiving and inspecting the returned item, we will process the refund within 14 days.

Refund Period:

It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please:

Visit our website at https://visionairekitchen.com
Contact our Customer Service team:

Email: support@visionairekitchen.com
Phone: (928) 754-7542

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

Visionaire Commerce LLC and Visionaire Kitchen
support@visionairekitchen.com
(928) 754-7542

1155 S Power Rd Ste 114 #795, Mesa, Az 85206

Brand By Brand Policies:

THOR KITCHEN

RETURN POLICY
There is a 15% restocking fee on all returns.
The customer is responsible for paying for return shipping, unless part is delivered damaged or defective.
RETURN PERIOD
Items can be returned within 30 days of the original order date. Within that time period, if the part doesn’t
work correctly or stops working, contact us, and we’ll be happy to replace the defective item.
MAKING A RETURN
Please contact us at:
Parts and Service: parts@thorinternational.com
Sales Support: customersupport@thorinternational.com
Please ensure to have your sales confirmation number readily available.
LOST SHIPMENTS
Please refer to your tracking number provided with your shipment confirmation.
For packages that indicate were delivered but never received, or for orders not delivered but
lost, please call the parts and service department (Please refer to our directory)
REFUNDS
Refunds are issued 2 to 5 business days after the return is processed.

LIMITED WARRANTY

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH
VARY FROM STATE TO STATE. PLEASE REFER TO WWW.THORKITCHEN.COM FOR THE MOST UP TO DATE VERSION.
WHO MAY USE THIS WARRANTY?
Thor Kitchen (“we” or “Thor Kitchen”) extends this limited warranty only to the consumer who originally
purchased the Product, as defined below (“you”). It does not extend to any subsequent owner or other
transferee of the Product. You MUST have your original purchase receipt in order to obtain your warranty.
Please call the toll-free number below for troubleshooting and warranty service claims.
WHAT IS THE PERIOD OF COVERAGE?
This limited warranty starts on the date of your purchase and lasts for 2-Years (the “Warranty Period”), except for
certain products listed below that may only cover costs of parts under this warranty. The Warranty Period is not
extended if we repair or replace the Product. Coverage terminates if you sell or otherwise transfer the Product.
WHAT DOES THIS WARRANTY COVER?
This limited warranty covers defects in materials and workmanship of your new Thor Kitchen’s
products (“Product”) and the internal component of the Product for the Warranty Period. Depending
on the Product you purchased from us, the limited warranty coverage might be different.
If your Thor Kitchen product is used in a setting other than Single Family Residential Use, it will be
considered for Commercial Use and the product will carry a 6-month parts and labor warranty (6-month
Parts Warranty for the products with parts labor warranty only) from the date of purchase.
This 2-Year warranty covers expenses for parts and labor for all Thor Kitchen Products, except:
Outdoor Kitchen Suite category: 2-Years Parts Only.
For all products in the Cooling category:
In the event of a sealed system failure, the unit would bbe replaced with a new or refurbished
model equal to or with similar features as the original product purchased by you at Thor’s discretion.
WHAT WILL THOR KITCHEN DO UNDER THIS WARRANTY?
With respect to defective Products during the Warranty Period, we will, in our sole discretion, either
repair or replace such Product (or the defective part) free of charge, except for certain Products
listed above that you may be covered only the costs for parts under this limited warranty.
Repair parts or replacement products covered by this limited warranty may be new or factory-re-manufactured
and are warranted for the greater of (i) the remaining Warranty Period for the original product warranty or
(ii) ninety (90) days from the date the repair part is installed, or the replacement product is delivered.
In-home repair service within the United States may be provided during the Warranty Period
subject to availability. In-home repair service may not be available in all areas.
If Thor Kitchen’s technicians cannot repair a defect of a product determined by the sole discretion of Thor Kitchen, the
Product may be replaced with a new or refurbished model equal to or with similar features as the original product
purchased by you at Thor’s discretion. Replacement product will be covered by the greater of (i) the remaining Warranty
Period of the original product warranty or (ii) ninety (90) days from the date the replacement product is delivered.
This limited warranty covers Thor Kitchen’s Products within the United States and Canada.
WHAT DOES THIS WARRANTY NOT COVER?
This limited warranty does not cover the following:
• Damages in shipping and transportation of the Product, unless such damages are
reported to Thor Kitchen within seven (7) days after the Product is delivered
thorkitchen.com
• Cosmetic damages to the Product, including scratches, dents, chips or other damages to the finishingof the Product, unless such damages are resulted from defects of materials or workmanship
and reported to Thor Kitchen within ninety (90) days after the Product is delivered
• Any damages due to: Improper installation; failure to follow the Product instructions
or to perform any preventive maintenance; normal wear and tear; services or repairs
performed by an unauthorized service center; modifications; external causes such as
accidents, abuse, or other actions or events beyond Thor’s reasonable control.
• Disposal fees for the Product
• Performance issues of the Product caused by defects of the Product outside the Warranty Period
• Damages incurred to the home or premises during installation of the Product,
including but not limited to the floors, walls, and furniture
• Rust on interior or exterior of the Product
• Products which model or serial number that has been defaced, removed, modified, altered, or missing
• Product models that are sold as-is, display, resale, auction, liquidation, outlet, or discontinued products, etc.
• Content losses of food due to spoilage
• Freezer and refrigerator liners
• Replacement of the light bulbs, filters, plastic housing, or other expendable items in the Product
• Acts of nature, including but not limited to damages caused by pest,
vermin, lightning, wind, fire, flood, or acts of God
• Shipping and transportation charges in case of repair or replacement
• Costs for travel, mileages, and transportation for warranty service if the Product is located in a
remote area where service by Thor Kitchen’s authorized service providers is not available
• Service calls to Thor Kitchen that do not cover by this limited warranty
HOW DO YOU OBTAIN WARRANTY SERVICE?
To obtain warranty service, you must call 877-288-8099 or create a Service Case on our
website at WWW.THORKITCHEN.COM/SERVICE during the Warranty Period.
LIMITATION OF LIABILITY
THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR
ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE
ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER
DIRECT OR INDIRECT. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR
CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
DISCLAIMER OF IMPLIED WARRANTIES
TO THE EXTENT NOT PROHIBITED BY LAW, THIS LIMITED WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER
WARRANTIES, ORAL, WRITTEN, STATUTORY, EXPRESS OR IMPLIED. EXCEPT FOR THE EXPRESS WARRANTIES
CONTAINED IN THIS LIMITED WARRANTY STATEMENT AND TO THE EXTENT NOT PROHIBITED BY LAW, WE
DISCLAIM ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING
WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
SOME STATES DO NOT ALLOW DISCLAIMERS OF IMPLIED WARRANTIES,
SO THIS DISCLAIMER MAY NOT APPLY TO YOU.
TO THE EXTENT SUCH WARRANTIES CANNOT BE DISCLAIMED UNDER THE LAWS OF YOUR JURISDICTION, WE LIMIT
THE DURATION AND REMEDIES OF SUCH WARRANTIES TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY.
THE LIMITED WARRANTY CAN ALSO BE FOUND ONLINE AT WWW.THORKITCHEN.COM
AND IN THE DOCUMENTATION WE PROVIDE WITH THE PRODUCT.