Napoleon Home Comfort - Return & Exchange Policy

Napoleon Home Comfort proudly stands behind the quality, performance, and reputation of all Napoleon products.
The terms and conditions outlined in this Return and Exchange Policy are subject to change at any time without prior
notice. Napoleon Home Comfort reserves the right, at its sole discretion, to determine the applicability of returns and exchanges. Our team is committed to working directly with each client to achieve a fair resolution and ensure customer satisfaction.

Damaged or Defective Products:

Any damaged or defective products must be reported within 24 to 72 hours of receipt.

All damaged or defective items are subject to the manufacturer's warranty process. Refunds are not provided for
damaged or defective products under any circumstances.

Order Cancellations:

Order cancellations requested within 24 hours of purchase may be eligible for a refund, provided the product has not
been ordered or processed.

Approved cancellations within this period will be refunded to the original method of payment.

All cancellation requests are subject to approval by Napoleon Home Comfort.

Online Orders and Parts:

Order cancellations requested within 24 hours of purchase may be eligible for a refund, provided the product has not
been ordered or processed.

Approved cancellations within this period will be refunded to the original method of payment.

All cancellation requests are subject to approval by Napoleon Home Comfort.

For units purchased online, the same rules will apply as instore purchase, however, Shipping and freight charges are non-refundable under any circumstances.

Parts:

Parts are final sale, except in cases where an incorrect part was ordered by the customer. In this case, the product will be considered exchange only within 30 days of the original purchase date. To be eligible, the customer must repurchase the correct part(s) through our online store, or Parts Department Once the correct part(s) has been purchased and the original item is received and inspected, the exchange will be approved. In the event the customer doesn’t want an exchanged item.

Shipping, freight, and delivery charges are non-refundable under all circumstances. The customer is responsible for the charge to send the product back.

Condition of Returned Parts:

All returned parts must be in re-sellable condition, defined as unused, undamaged, and returned in their original packaging with all included materials.

Any part returned damaged, used, or without original packaging will be subject to a 30% restocking fee.

Napoleon Home Comfort reserves the right to refuse any return that does not meet these conditions.

Inspection & Approval:

All parts returns are subject to inspection and approval at the sole discretion of Napoleon Home Comfort.
Refunds will only be processed after the returned item has been received, inspected, and approved.

Refund and Exchange Eligibility by Timeframe:

All timeframes are calculated from the original date of purchase and are subject to inspection and approval.
Within 7 days: A full refund, will be issued to the original method of payment, provided the item is in perfect, re-sellable condition and is a stock item (See Payment Terms).

7 to 14 days: Customers are eligible to receive store credit for the full purchase price. Store credit has no cash value, is
nontransferable, and does not expire.

14 to 30 days: Customers are eligible to receive store credit, less a 40% restocking fee. Store credit has no cash value, is nontransferable, and does not expire.

30 days and beyond: No refunds or exchanges will be accepted.

Revised April 17, 2026

General Return Conditions

All products submitted for return or exchange must be in re-sellable condition. Re-sellable conditions are defined as unused, uninstalled, undamaged, unopened, and including all original packaging, components, documentation, and
accessories.

All returns and exchanges are subject to inspection. Napoleon Home Comfort reserves the right to refuse any return that is deemed unsellable, outside the allowable return period, or no longer carried in inventory.

Returns only permitted to take place;

Monday to Friday- 9am-5pm
Any returns must be scheduled on the pick up schedule.

Special Conditions

Perishable items are final sale.

Home Décor items are final sale.
Accessories for grill and hearth products are exchange only.

Any resulting balance will be issued as store credit and applied to the customer account.

Venting and Chimney products are exchange only. Any resulting balance will be issued as store credit.

Parts pending the item are: final sale, exchange only or credit on account- when permitted.

The following fees and charges are non-refundable under all circumstances:

• Shipping
• Delivery
• Installation
• Assembly
• Return shipping
• Clearance
• Displays
• Used or cooked on

Special ordered items cannot be returned. A special-order item is defined as any product that was not in stock at Napoleon Home Comfort and had to be brought in specifically at the request of the customer.

Processing and Payment Terms:

Returns and exchanges are processed Monday through Friday between 9:00 a.m. and 5:00 p.m. All approved refunds must be returned to the same method of payment used at the time of purchase.

If the original payment was made by cash or cheque, a void cheque will be required to process the refund. Cash refunds will not be issued.