OUR 30 DAY NO HASSLE GUARANTEE!!!
Call us crazy but we understand that it is difficult
to order something from a catalog or online without really seeing,
touching, trying and inspecting it. We offer every item we carry on approval
with just a few exceptions.
Just be sure to keep ALL items and their original boxes including
paperwork, twist ties, pen tip protectors, etc. until you are absolutely
sure you are happy with the products...not to exceed our 30 day return policy.
If we have to clean, fix or replace items you will be charged our cost for
those items or services.
PLEASE DO NOT REGISTER
THE WARRANTY ON BURNERS UNTIL YOU ARE SURE YOU ARE HAPPY WITH IT AND GOING
TO KEEP IT. If you have registered it we cannot take them back.
Sawdust Connection's guarantee is simple: If it's not what you were
expecting, you've changed your mind or for whatever reason just
send it back for a full refund (less shipping/handling charges).
If we shipped an item in error, we
will credit the return shipping charges and re-ship the correct item at
our expense.
exceptions to our return policy
The only exceptions (not
returnable and/or subject to a restocking fee) to this
return policy are:
If you have any questions if the items you
are purchasing are covered under our no hassle guarantee please contact us.
PROCESSING RETURNS
Refunds will be processed by the
method used for payment. Refunds will be for the full amount of the
merchandise returned (less shipping/handling charges)
and are processed within 24 hours of receipt of returned merchandise unless we
have to replace documents or items or do maintenance/repair or you paid by check.
If you have paid for your order by check, the refund will be processed after the
check has cleared the bank.
ITEMS MUST BE
RECEIVED WITHIN 30 DAYS OF INVOICE/ORDER DATE
This is
our "no
hassle guarantee"...just
return it postage
paid. Pack it carefully and
return the items as described below and you will receive a full refund
less the
shipping and handling charges.
There's no reason to go online or to call us to get an authorization,
although it would be helpful to let us know (especially if we are out of
town) it's on it's way so we can
keep a look-out for the package. If you would prefer to have a credit
towards another item, please let us know and we will be happy to send you
something that's more suited to your needs.
If you
received a burner as a gift and want to upgrade to a better burner and it
was purchased from us please contact us as soon as possible to discuss
your needs so we can make recommendations. We'd be happy to exchange it
for you for a different burner.
We will
honor our guarantee as long as you follow the instructions and the
merchandise is returned as described in the return instructions.
All we ask is that
you follow the instructions below
and your refund will be processed promptly.
RETURN INSTRUCTIONS:
all Items must be returned postage
paid and insured in the original package, undamaged, in sellable
condition and RECEIVED BY US within 30 days from the
INVOICE DATE.
If you are going to return items, please make sure you ship the package to
ensure we receive it within 30 days of purchase date so anticipate the amount of
time needed for shipping including holidays and weekends.
Burners
and pen tips must be returned in the same condition you received them (clean,
polished and unscratched).
If documents are missing from the boxes, such as the instruction manual,
warranty/registration card or other documents you will be charged a $5.00
fee for replacement of the documents.
If we
have to clean, fix, replace parts or repair any returned items you will be charged a
restocking fee or labor charge. If burners, pens or other items returned
require cleaning or replacement of packaging, cord ties or wrappers, etc
you will be charged a restocking fee of 15% of the cost of the merchandise
or $10.00/hr labor whichever is less.
Simply
put the item (s) back in the original undamaged package, rewrap it so it
doesn't get damaged in shipping. Be sure to pack it in the packing
material included with the original order and write the reason for the return on
the invoice/transaction details we sent you or you received from Pay Pal. Include whether you want credit toward another
item (include what you want) or a refund. Refund will be made by the method of original payment.
If paid by check we will allow time for the check to clear before issuing
the refund.
Packages
should be returned insured with tracking information so you can be sure we
received the package in a timely manner. If you can provide us with the
tracking information we can keep an eye on the package as well.
Please ship
all packages to:
Sawdust Connection
PMB 20
1400 Main St. NW Ste C
Los Lunas, NM 87031
NOTICE REGARDING RETURNS WHILE WE
ARE TRAVELING
If we are going to be out of town
there will be a notice on the website. Please bet sure to take that
into account when processing any returns. If you have a return while
we are out of town please be sure to
contact me first before returning it.
NOTICE:
If you are returning an item while we are out of town please contact us first so we can tell you where to ship the
package.
Please provide us with tracking information so we can check the status of
the package.
You may use any shipping service that is convenient for you such as United
Parcel Service (UPS), FedEx or the U.S. Postal Service (USPS) just be sure you
use the above shipping address.
If merchandise is returned clean, undamaged and containing all original
material your refund will be processed quickly, usually within 24 hours of receipt.
Refund will be by the method of original payment. If the return
requires any work or replacement of materials, the refund will be processed after all the maintenance
is completed. We will keep you fully aware from the time we
receive the return.
DEFECTIVE or broken PRODUCTS & Warranty Issues
WOODBURNING TOOLS
Please ensure that you have registered your product AFTER you have decided
to keep the product.
One of the most common problems that occur with woodburning tools is the
pen is not heating up or getting too hot. The first thing to do is
check the connections on both ends of the cord. Be sure they are
tight and plugged in all the way. If it still doesn't work, plug the
pen directly into the burner and see if the pen works properly. If
the pen works when plugged directly into the burner then the problem is
with the cord. If it still doesn't work then the problem is with the
pen. IF the problem has not been resolved using this test then it's
time to contact the manufacturer to explain what the problem is and what
you have done to test it out.
For other failures with your woodburning tools, you can contact me or the
manufacturer directly to discuss the problem. The manufacturer will
be able to walk you through some steps to help them determine the nature
of the problem and the course of action to be taken to resolve the problem. Be sure you retain the original
invoice for your purchase.
For product failure and/or warranty issues on woodburners please refer to the following
for directions where to contact and return the product:
Razertip
or
Nibsburner
Do not send damaged or
broken burners or pens to us, it will only delay the process. In
order to expedite the processing of the your product, they must be returned
directly to the
manufacturer.
ALL OTHER PRODUCTS
For warranty issues for all
other products please refer to the manual that came with your product.
Claims
for loss or damage during shipment
Please refer to the
instructions for
claims
We thank you for your business
Alan & Nedra Denison
