Return Policy

If your package was delivered by UPS, FedEx, or USPS and you discover damage, please contact us as soon as possible.

Keep the item and all original packaging and take clear photos of:

• The damaged product
• The shipping box
• The packaging materials
• The shipping label

Contact us at 828-670-1970 or office@smgeneralstore.com.

We will help determine the appropriate next step, including a replacement, replacement parts, shipping claim, or return when applicable.

Freight shipments must be inspected before signing the delivery receipt.

While the driver is present:

1. Inspect all boxes and packaging.
2. Open and inspect the merchandise whenever possible.
3. Check for both visible and concealed damage.
4. Verify that all items and cartons have been delivered.
5. Photograph any damage.
6. Write "DAMAGED" on the delivery receipt if damage is present.
7. Refuse significantly damaged merchandise when appropriate.

If you sign for a damaged shipment without noting the damage, you may be required to file the claim directly with the freight carrier.

When damaged freight is properly documented and refused, Smoky Mountain General Store will be happy to assist with the freight claim and replacement process.

If you discover damage after the freight driver has left:

• Keep all packaging and shipping materials.
• Do not install or use the damaged product.
• Take clear photos of the damage and packaging.
• Contact the freight carrier as soon as possible.
• Contact Smoky Mountain General Store for assistance.

Please report freight damage as soon as possible and preferably within 3 business days of delivery.

If an item or carton is missing from a freight shipment, note the missing item on the delivery receipt before signing.

Please also take photos of the shipment as received.

Then contact us at:

828-670-1970
office@smgeneralstore.com

Eligible products may be returned with prior approval.

Please contact us within 15 days of receiving your order to request a return.

Returned merchandise must be:

• New
• Unused
• Uninstalled
• Complete
• In resalable condition
• In the original manufacturer's packaging

Approved returns are generally subject to a 25% restocking fee.

Customers are responsible for applicable return shipping or freight charges unless the return is due to an error by Smoky Mountain General Store.

Returns will not be accepted more than 30 days after delivery.

All returns require a Return Authorization Number (RA#).

Email:

office@smgeneralstore.com

Please put RETURN in the subject line and include:

• Your name
• Order number
• Item being returned
• Reason for the return
• Photos, if applicable

If approved, we will provide your RA# and return shipping instructions.

Do not ship merchandise back without prior authorization.

Unauthorized returns may be refused.

The following items are generally not eligible for return:

• Custom or customized products
• Special-order products
• Clearance items
• Closeout items
• Discontinued products
• Installed products
• Used products
• Incomplete products
• Products missing original packaging
• Products that are damaged or no longer resalable

Special-order products cannot be canceled once the order has been placed with the manufacturer or supplier.

Approved returns must be shipped to the address provided by our Return Department.

Please:

• Include your RA#
• Use the original packaging
• Include all original parts, manuals, hardware, and accessories
• Package the product securely
• Use a trackable shipping method
• Keep your shipping receipt and tracking information

Depending on the product, returns may need to be shipped by UPS, FedEx, or an approved freight carrier.

Smoky Mountain General Store is not responsible for merchandise that is lost or damaged while being returned to us.

Orders refused for reasons unrelated to freight damage, or canceled after shipment, may be subject to:

• Original shipping charges
• Return freight or shipping charges
• A 25% restocking fee

If you are refusing a shipment because it arrived damaged, make sure the damage is clearly documented on the delivery receipt before the driver leaves.

If you believe your product has a manufacturer's defect, please contact us before returning the item.

Phone: 828-670-1970
Email: office@smgeneralstore.com

Many manufacturer warranty claims require inspection or service through an authorized service center.

Please refer to your owner's manual for warranty requirements.

Do not return a warranty product to Smoky Mountain General Store unless we have provided return instructions and an RA#.

Once an approved return is received, it will be inspected.

If the merchandise meets the requirements of our return policy, the refund will be issued to the original payment method.

Applicable deductions may include:

• Restocking fees
• Original shipping charges
• Return shipping charges
• Freight charges
• Missing parts or accessories
• Damage that occurred during return shipping

Products returned used, installed, incomplete, damaged, or otherwise non-resalable may not qualify for a refund.

Original and return shipping charges are generally non-refundable.

Shipping costs may be refunded when the return is the direct result of an error made by Smoky Mountain General Store.

Before purchasing or installing your product, please verify that it is approved for use in your location.

Customers are responsible for checking applicable:

• Building codes
• Local ordinances
• Venting requirements
• Fuel requirements
• Installation requirements

Always follow the manufacturer's installation instructions.

We understand that freight deliveries, returns, and warranty claims can sometimes be confusing.

Please contact us before returning, installing, refusing, or disposing of a product or its packaging if you have questions.