Return Policy
No Hassle Returns
You may return items sold by AmericanGasWorks.net within 30 days of delivery. All items returned must be shipped by the same shipping company that was used to deliver your product. We pay the return shipping cost and waive the restocking fee if the return is a result of an error made by American Gas Works, LLC. If the return is at the purchaser's request, the item(s) returned will be subject to a 25% restocking fee and the purchaser is responsible for the shipping costs.
• All returns require a Return Merchandise Authorization (RMA) number. Any return sent without the proper RMA number will be refused.
• Contact CustomerSupport@AmericanGasWorks.net to obtain a Return Merchandise Authorization (RMA) number.
• In your email include the following: your name, your address, your phone number, invoice number, brand name, model, and item(s) you are returning.
• You will receive further email instructions within 2 business days.
We cannot accept returns that:
• are more than 30 days after date of delivery
• are returned without prior authorization
• have been installed or not in the original packaging
• are not in its original condition, damaged, or missing parts
• are in the warranty process
• are custom made
In the unlikely event that the purchaser receives defective merchandise within the warranty period, that merchandise will be subject to the manufacturer's warranty terms and conditions. You will need your original receipt as proof of purchase for all warranty claims. It is sometimes necessary to bill for all replacement parts and units and then credit once the defective or damaged items are returned to us. In most cases, defective merchandise is returned directly to the manufacturer and we issue credit to the purchaser when the manufacturer issues the credit to us. This process can take up to 4 weeks. American Gas Works, LLC will pay the shipping cost on all warranty parts for up to 30 days. After 30 days, the shipping cost on defective parts and units will be the responsibility of the purchaser as the manufacturerʼs warranty does not cover shipping. All replacement parts and products will be billed to the credit card used to make the initial purchase. We will credit the card once the defective or damaged products are returned. We apologize for any inconvenience this may cause. Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, less any applicable fees. Please allow one to two weeks for processing.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@americangasworks.net.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Warranty
American Gas Works works hard to provide excellent customer service and we have taken care to provide quality products to our valued customers. In the unlikely event that you receive a defective product, for example, a broken or cracked gas log, one of our team members will guide you through the manufacturer’s warranty process.
Depending upon the manufacturer’s warranty procedure, part(s) will be sent to you to replace the faulty component, or you’ll return the part(s) to the manufacturer for repair. Once the product has been installed or used, it is no longer returnable, and the warranty process begins. We will facilitate the warranty request on your behalf to the applicable manufacturer. The manufacturer will review the claim. The manufacturer, not American Gas Works, determines whether a claim is accepted or rejected. For quality control purposes, some manufacturers require defective parts be returned.
American Gas Works is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend that you wait to schedule installation until after your order has arrived and been inspected.
We are unable to facilitate a warranty claim to the manufacturer if your item has a defect outside of the warranty period. We offer replacement parts and units for non-discontinued items. Please contact us for pricing.