Terms & Conditions
After you place the order with us, if we have your product(s) in stock, a shipping notice will be emailed to you confirming that the items have been shipped and are on the way to you. That notice is our acceptance of your order and forms a legal agreement between you and Pacifichouseware.com. The total price of your order will be charged to your credit card when our shipping notice email is sent to your email address.
The information that you provided through the website, including name, email address, payment information such as credit card numbers and expiration dates, and transaction related information, must be true, correct, present and complete. We do our very best to ensure that the pricing and product information on Pacifichouseware.com is accurate; however, typographical and informational errors may occur occasionally. We apologize for any inconsistency, but reserve the right not to fulfill orders based on incorrect pricing or information and to limit quantities available for sale or sold. Only when the form is properly completed and delivered, and only once your order is accepted and a shipping / purchase confirmation email notice is sent from Pacific, has your order been accepted and a legal agreement between you and Pacifichouseware.com been initiated.
All Custom Made, Special Order and Made-To-Order goods cannot be cancelled or refunded.
For regular items, you may cancel your order without charge on penalty or shipping as long as the order has not been shipped. Unfortunately, any item that has already been shipped cannot be cancelled, since cost has been incurred, if returned, will be subject to a 20% restocking fee and shipping costs.
Usually, the in-stock item(s) will ship within 2 business days (M-F). If for any reason you need to change the shipping information you've provided, please contact us as soon as possible. If we do not receive the correction message before the order is shipped, you will be solely responsible and liable for any loss, damage, travelling charge and additional costs that you, we or any other person may incur.
If the order is temporarily out of stock, you will be notified promptly by email. If you do not wish to have the order processed then, you must contact us within 2 business days from the date of receiving the notification to cancel your order. Otherwise, the order will be shipped as soon as we restock - you will be receiving a shipping and purchase confirmation then.
Standard shipping time is 1 to 5 business days depending on the shipping method you have chosen and your region. Please refer to your tracking number for real-time updates of your shipping status. All shipping costs include the insurance for the amount of your purchase.
It is the customer's responsibility to check for damage prior to accepting delivery. Do not sign any delivery receipt(s) until you have thoroughly inspected all packages for possible damage while the driver is present. If there is any visible damage and you knowingly accept a damaged shipment, it will be the customer's responsibility to contact the carrier to provide an inspection and claim. Any hidden damage must be reported to Pacifichouseware.com within 2 business days for returns and replacement.
Our products have lower than 0.1% defected rate annually. If for any reason you are not 100% satisfied with the product you have purchased, we will give you a full refund or exchange provided the following conditions are met:
Return it in person or shipped to our retail store in Richmond, BC within 14 days from the date of your delivery notice. Returns with the original purchase receipt will be exchanged or refunded in the original tender.
- Products that have been used or installed or damaged by customer are absolutely NO REFUND.
- All Custom Made, Special Order and Made-To-Order goods are absolutely NO REFUND.
- Clearance products are absolutely NO REFUND.
- All On-Sale or Discount products are exchangeable to merchandise credit only.
- The return items must be in its original condition (including all packaging, accessories and manuals, blank warranty card, etc.)
- The original invoice / receipt are required for all returns.
- Shipping charges are non-refundable.
In the event that a returned order has any missing components or damages in packaging, the return may be refused. A restocking fee and a charge on a missing component will apply.
If the return request is due to the product failure, please call our Customer Service Department for problem analysis and product support before bring in your items for a refund or an exchange. The problem may be due to the misuse of the products or failure to read the user guide.
To cancel your order, or if you have any feedback on our terms and conditions, please contact us by email. (Refer to the information at the end of the page)
Full Warranty Coverage: At Pacific, we take great pride in the quality and craftsmanship of our products. We offer limited ONE (1) YEAR parts warranty for electronic IC board(s) or any electrical related parts, limited THREE (3) YEAR warranty on Ekolos bathroom fan motors, limited THREE (3) YEAR warranty on Ekolos range hood motors, and limited LIFE-TIME warranty on Pacific range hood motors, and limited ONE (1) YEAR warranty on in-home service Labour, from the date of purchase at Pacifichouseware.com. Subject to the conditions and limitations set forth below:
Limited ONE (1) Year Warranty on Parts: The limited one (1) year warranty on electronic IC board(s) or any electrical related parts applies only to the original Pacific range hood customers. Repaired parts or replacement products will be provided by Pacifichouseware.com on an exchange basis, and will be either new or refurbished to be functionally equivalent to new. The warranty will be void if any rules under the section of “What is not covered by the warranty?” apply.
Limited THREE (3) Year Warranty on Motors: The limited three (3) year warranty on Motors applies only to the original Ekolos bathroom fan and Ekolos range hood customers. Repaired motors or replacement motors will be provided by Pacifichouseware.com on an exchange basis, and will be either new or refurbished to be functionally equivalent to new. The warranty will be void if any rules under the section of “What is not covered by the warranty?” apply.
Limited LIFE-TIME Warranty on Motors: The limited Life-Time warranty on Motors applies only to the original Pacific range hood customers. Repaired motors or replacement motors will be provided by Pacifichouseware.com on an exchange basis, and will be either new or refurbished to be functionally equivalent to new. The warranty will be void if any rules under the section of “What is not covered by the warranty?” apply.
Limited ONE (1) Year Warranty on in-home service Labour: The limited one (1) year warranty on in-home service Labour applies only to the original Pacific range hood customers. Pacifichouseware.com will either repair or replace any part(s) that proves defective by reason of improper workmanship or materials. The in-home service Labour applies to any residence within 25km distance from the Pacifichouseware.com authorized service centre. Any service location outside of this range, extra fees will apply, unless the defected part(s) or unit is sent to the authorized service centre. The warranty on in-home service Labour will be void if any rules under the section of “What is not covered by the warranty?” apply.
What is not covered by the warranty? All warranty coverage do not include damages such as dents, cracks or chips resulting from accident, improper handling & installation, shipping, abuse, misuse, unauthorized repairs or modifications made or attempted or used of the product in commercial service. The damage caused through negligence, nature disaster such as fire or floods, insufficient or excessive electrical supply, abnormal mechanical or environmental conditions or modification or failure to follow the installation or user guide. Consumable parts not covered by any warranty includes but not limited to: Light bulbs, metal, aluminum filters, charcoal filters, plastic components or paints. The natural wear of finish, wear due to improper maintenance, use of corrosive and abrasive cleaning products or pad is not covered by the warranty. Pacifichouseware.com is not responsible for any product damages that caused any loss of properties or any costs associated with removing, servicing, installing, or determining the source of problems with Pacifichouseware.com products. It is the responsibility of the customer. Our warranty coverage applies only to the original purchaser, original installation or registered address. The warranty is void when the product has been sold as second hand, altered, modified or when the original identification information has been obliterate or removed. Our warranty service is non-transferable and cannot be extended to subsequent owners of the product. All product sold at Pacifichouseware.com are intended for residential use only; use of products for commercial purpose will not be covered by the warranty. Note: Please remember to mail the warranty registration card (if there is any) within 14 days from the date of purchase.
How and Where to obtain warranty service: On average, after the request has been submitted, customers will receive a feedback from Pacifichouseware.com within 2 business days (M-F). All service products must be inspected by Pacific customer service, authorized service center or its assigned technician to determine the source of problem before a repair or an exchange can be made. To obtain warranty service, please email us your request along with the following information:
- The original sales receipt or a proof of purchase
- A product identification number or model number
- A detail description on the issue
- A photo or video about the matter
Pacifichouseware.com | Sales & Customer Support
(T): 1(888) 660-6214 (Customer Service)
(E): [email protected]