Returns Policy

Thank you for shopping at Ponderosa Hearth and Home. We value your business and aim to provide high-quality products for your home. Below are our guidelines for returns:

Manufacturer’s Warranty

All products sold through Ponderosa Hearth and Home are subject to the manufacturer’s warranty. We do not independently offer returns or refunds on any products unless otherwise stated.

Non-Returnable Items

Due to the nature of our products, most items are non-returnable. Please review the manufacturer’s warranty and product description carefully before making a purchase.

Returnable Items

For items that are eligible for return based on the manufacturer’s warranty:

  1. The item must be in “resale” condition: unused, undamaged, and in its original packaging.
  2. A 25% restocking fee will apply to all returned items.
  3. Return requests must be made within 48 hours of receiving your order.
  4. Customers are responsible for all shipping costs for returned items.

How to Initiate a Return

  1. Contact our Customer Service team at +1 (559) 298-1610 to request a Return Authorization (RA) number.
  2. Once you receive an RA number, you can proceed to ship the item back to us.
  3. After we receive and inspect the returned item, we will process your refund, minus the 25% restocking fee, within 7 days.

Exceptions

Some products may have unique return policies or exceptions. These will be clearly stated in the product description.

Questions?

If you have any questions regarding our return policy, please contact our Customer Service team at sales@phh-clovis.com for assistance.

Store Policy

Introduction

Welcome to Ponderosa Hearth and Home. By making a purchase through our e-commerce store, you agree to the following terms and conditions. Please read them carefully.

Pricing and Payments

  • All prices are in U.S. dollars.
  • We accept most major payment methods: Visa, Mastercard, PayPal, Cash (In-Store Only).
  • Applicable sales taxes will be added to orders shipping to California.

Order Confirmation

  • An email confirmation will be sent to you once your order is placed.
  • Please check your spam folder if you don’t see the confirmation email in your inbox.

Order Processing and Shipping

  • Orders will be processed within 2 business days + Manufacturer’s Lead Time(s).
  • We offer several shipping options, which will be available at checkout.
  • Shipping times vary based on location but generally take 2 to 14 days].

Order Cancellations and Modifications

  • You may cancel or modify your order within 24 hours of placing it, subject to a 25% cancellation fee.
  • After this time, orders are generally already processed and cannot be changed.

Back Orders

  • If an item is out of stock, you will be notified, and it will be shipped as soon as available.

Damaged or Defective Goods

  • Any damaged or defective items should be reported within 48 hours of receipt for resolution.

Manufacturer’s Warranty

  • Products are covered by the manufacturer’s warranty.
  • We do not offer additional warranties or guarantees.

Product Descriptions

  • We make every effort to ensure product descriptions and images are accurate but cannot be held liable for any discrepancies.

Sales and Promotions

  • At Ponderosa Hearth and Home, we are proud to offer our merchandise at competitive prices through ongoing sales.
  • Sale prices are as marked and cannot be combined with any other offers or discounts.
  • Sale prices are valid only for the duration of the sale period, and we reserve the right to end sales at any time without notice.
  • Products purchased before or after a sale period are not eligible for price adjustments.
  • All sales are final, and purchased items cannot be returned or exchanged unless they are damaged or defective, as outlined in our Return Policy.
  • We make every effort to ensure that all product information, including prices, are accurate. In the rare event that a pricing error occurs, we reserve the right to cancel any orders containing that error.
  • Sales apply to in-stock items only and do not apply to out-of-stock or back-ordered items.

Privacy Policy

  • We take privacy seriously. Your data is used for order processing and communication only.
  • For more details, please see our Privacy Policy.

Intellectual Property

  • All content, including logos and images, on our website is used for the purpose of selling and promoting products in accordance with agreements with manufacturers or other partners. Unauthorized use of any materials on this website may violate copyright, trademark, and other laws.

Limitation of Liability

  • Ponderosa Hearth and Home will not be liable for any injury, loss, claim, or damage arising from the use of its products.

Changes to Policy

  • We reserve the right to modify these policies at any time. Changes will be posted on our website.

Contact Us

For questions or concerns related to your purchase or our policies, please contact our Customer Service team at sales@phh-clovis.com or +1 (559) 298-1610.