FREIGHT POLICY

All orders will be shipped from Ontario, California, with a standard shipping carrier selected by the manufacturer unless the customer specifically requests their own carrier and account. A freight quote may be requested in advance. We work diligently with standard carriers to achieve the best discounts available

Product Warranty Infomation Specific to The Outdoor Plus Products

Warranty periods are as follows:

• Electronics, Gas Valves, & Pilot Assembly: Commercial – 6 Months ; Residential – 1 Year
• Stainless Steel & Aluminum Pans: Commercial – 1 year; Residential – 3 years
• Burner Ring & Burner Bars: Lifetime Warranty
• Electrodes & Spark Igniters: Not Warrantied (due to lifespan)

Warranty Details:

•  The defective product must be returned and a valid reason or defect must be proved for a warranty claim. 
• Photo proof of defect (where applicable) is required. Please contact us if you would like to know what defects require photo proof.
• The Original purchase receipt will be required.
• Products to be returned should be packed carefully.We are not responsible for shipping damage on returned items. For defects the cost of shipping will be covered. 
• Please be aware that for change of mind you will be responsible for the cost of shipping the item back to the manufacturer. We are happy to send out samples of all material and colours we use, please contact us for samples.
• You have 30 days to report any damage or change of mind on original purchase and return items to the manufacturer in accordance with our procedures, requests made after 30 days will be considered on a case by case basis and will not be required by us to be accepted.
• The RMA number must be indicated on the outside of the return package and a copy of the RMA should be placed in the package with the product.
• NOT INCLUDED: damage caused by overheating, modification, abuse, improper storage,installation, or maintenance.
• NOT INCLUDED: surface level rust on stainless steel products.
• NOT INCLUDED:TOP damage or issues caused during installation.
• Any labor involving installation or maintenance with the unit is not covered.
• This warranty excludes claims for incidental or consequential damage and indirect collateral expenses arising from product defects or warranty recovery. 
• Products including ceLSIus, UL, or CSA Certified models, cannot be altered or modified in any way.
• We will not accept a return on any product that is not approved for installation or not directly purchased from direct outlet LLC.

REFUNDS AND RETURNS

• No returns on made-to-order goods. No returns on custom features, NO EXCEPTIONS.
• If a product is delivered incorrectly, it is the recipient’s responsibility to notify Direct Outlet within 48 hours. We will not be responsible for incorrect or damaged packages and shipments 48 hours after they have been received.
• If you believe a unit or component you received is defective, contact us and we will gladly test any component.. We will cover shipping back to you

DEFECTIVE

If an item is found to be defective it will be repaired or replaced at the manufacturers discretion. We will absorb all costs of outgoing freight and replacement costs if the product is in warranty.

NON-DEFECTIVE

If the product is found to be non-defective it will be returned to the customer – no credit will be given

MANUFACTURER ERROR 

If a return is needed due to a mistake on our part,we will issue a RMA and Return Services Label. When products are received, credit will be issued for the products and the outgoing freight on the original invoice.

CUSTOMER ERROR 

If an RMA is asked for and covers current new products in the original package, we will authorize the return. The customer is responsible for the return shipping. When products are received we will issue credit for the original customer cost less a 25% restocking charge. Custom orders do not apply