Return & Refunds
30 Day Money Back Guarantee Return Policy
Redfern Enterprises guarantees your satisfaction with every product we sell. We offer an easy return program to make your purchasing experience as simple as possible. All purchases, EXCEPT Massage chairs (large furniture type), demo models, refurbished products or products marked Final Sales, may be returned for any reason within 30 days of the date of purchase. Please call for a Return Authorization Number (RA#).
It is the responsibility of the customer to keep and provide the original receipt to confirm that the 30 day return is still available.
We reserve the right to charge a 20% restocking fee. The product(s) MUST be returned in re-sellable condition with all original packaging and/or free gifts.
All items along with the original receipts can be dropped off at our Calgary location or shipped back to Redfern. When the item has to be shipped, an allowance of 10 days grace is granted if the request for a refund is at the tail end of our return policy. Once the Return Authorization has been initiated, items must then be received within this timeframe or the refund will be denied. A tracking number must be provided to Redfern and confirmed delivered to our warehouse to complete the return transaction.
Please allow 2–5 business days for the refund to issue once the item has been returned.
Unauthorized returns may not be accepted; any shipping charges will not be reimbursed.
Redfern may require pictures or videos of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 3–5 business days for the request to be completed. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on product availability and alternatives may be offered
Please click here to get a RA# started (Return Authorization number) or call 1-877-387-7770 x0 to speak directly to our customer service representative. When calling, leave a voice message if you wish to have a return call back. The Return Authorization number, RA# is valid for 10 business days only and item must be received within this time frame or refund will be denied.
Customer Return Shipping Policy
The customer is responsible for shipping to and from when dealing with any work under warranty or repair activity unless specifically written otherwise in the warranty guidelines. Please review the warranty that was included with your purchase for any exceptions contained within.
Shipping charges are non-refundable. COD packages will not be accepted.
Any item being returned should be sent in the original packaging where possible as this will help with protecting your property from damage in transit. Should the original packaging not be available, then proper packaging should be sought in order to protect your property from potential damage in transit. Redfern will not be responsible for damage occurring during transit to or from our facility.
Should an item be received by Redfern in inappropriate packaging when warranty/repairs are being contemplated, we reserve the right to either refuse service or charge an additional fee for the cost to provide appropriate packaging to return an item to the customer once the work is complete. Our technician will not send out property that is not properly protected. This expense may vary depending on the size of the product being returned.
Please also consider the nature of your product when sending it to us for work to be done. Our technician requests that you clean and sanitize your property accordingly.
There is a service charge of $30 dollars in the event that our technician is required to clean and/or sanitize property received in an unacceptable condition prior to any work being done.
**Receipt of dirty/unsanitary property falls outside of the boundaries of the free assessment and free quote offered to you by Redfern.
Warranty Repair/Exchange Claims: For complete warranty information please look at product listing for details. Please contact Redfern Enterprises to receive a Repair/Exchange Authorization Number, RA# is valid for 10 business days only and item must be received within this time frame to start process please fill in this form.
Troubleshooting/Repair Policy
Please call our Customer Service at 1-877-387-7770 x0 with any questions or concerns relating to your product. If it is determined that the issue in question falls outside of their capacity, then, it may need to be sent to Redfern to allow our technician the opportunity to inspect and assess.
While shipping is the responsibility of the customer, the inspection, assessment/quote is offered free of charge. No work is done on your property without your authorization.
Please note that our customer service department is not a call centre. They may be completing orders or may not always be available to take a call in that moment. Please leave a voice message. Your call will be returned as soon as possible, either that day or the next business day.
Repairs out of Warranty: Please contact Redfern Enterprises to start a repair file and receive a Repair Authorization Number. Please state if out of warranty. Use this form
Return By Mail
FAQ
Please send email to info@redfernent.com with a detailed description and digital picture of defective product as a proof of damage. You must include a copy of your original Invoice for your proof of purchase. (Credit card statements are not acceptable forms as proof as purchase) Your email and pictures will help us to claim from the manufacturer.
Warranty terms will state on our product description. If the listing does not contain any warranty information then we do not offer any warranty for that particular product. Please be aware all accessories and bonus gift are not covered by warranty. e.g. Battery, earphone, cable, carry bag, etc.
The warranty is not available for product damage caused by reason other than manufacturer's defects, for example, damage during delivery, misuse, improper installation, faulty operation, wear n tear, damage to accessories or when product has been modified, repaired other than by us.
Warranty is not transferable. Any warranty claims must come directly from the original buyer.
The warranty applies only to the original product and is not extended for replacements.
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