Refund, Return and Cancellation Policy

This policy explains how Excellence Appliance Repair handles cancellations, rescheduling, refunds, parts returns and warranty claims. It applies to all service booked by phone, online or through our scheduling form.

1. Cancelling or rescheduling an appointment

You may cancel or reschedule at no charge up until the technician is dispatched to your address. We ask for as much notice as you can give – a call to (888) 740-1410 is enough.

If our technician arrives at the scheduled address within the agreed window and cannot gain access, or nobody aged 18 or over is present, a charge for the wasted visit may apply.

2. Charges for a service visit

Any charge for a service visit covers the technician’s travel, time and assessment of your appliance. It is earned once that assessment has been performed and is therefore non-refundable, whether or not you go ahead with the repair.

If you approve the recommended repair, any such charge is credited in full against the cost of that repair.

3. Completed repairs

Because appliance repair is a service performed at your property, completed repairs are not refundable as a matter of course. What we do instead is stand behind the work:

• If the same fault recurs within 30 days of the completed repair, we return and re-perform the work at no charge for labour.
• If a part we installed fails within one year (or the manufacturer’s warranty period, whichever is longer where applicable), we replace it at no charge for the part.
• If we cannot resolve the original fault on the return visit, we refund the labour portion of that repair.

Warranty service is available during our normal hours of operation. Claims must be made by the person named on the original invoice, and the invoice or job number is required.

4. What the warranty does not cover

• A new or unrelated fault, or a second component that fails after our visit.
• Damage from misuse, power surges, flooding, pests, hard water, or continued use of an appliance we advised you to stop using.
• Work performed on the appliance by anyone else after our visit.
• Consumables and wear items – filters, bulbs, belts, hoses and gaskets consumed in normal use.
• Appliances that were disclosed to you as not economically repairable at the time of service.

5. Parts

Special-order parts. Parts ordered specifically for your appliance are non-returnable and non-refundable once ordered, because manufacturers do not accept them back. Where a deposit is taken for a special-order part, that deposit is non-refundable if you cancel after the part has been ordered.

Defective parts. A part that arrives defective, or that fails within its warranty period, is replaced at no cost to you.

Parts sold without installation. Unopened, uninstalled stock parts may be returned within 14 days of purchase with the original invoice. A restocking fee of up to 20% may apply. Electrical components, control boards and special-order items are excluded from return once the packaging is opened.

6. Appliances found not economically repairable

If, after diagnosis, we determine that your appliance cannot be repaired economically or safely, nothing beyond the visit itself is charged. No repair charge applies, and we will explain in writing why we reached that conclusion.

7. How to request a refund or make a warranty claim

1. Call (888) 740-1410 or email support@excellenceappliancerepairs.com.
2. Have your invoice or job number, the appliance model number, and the date of service ready.
3. Describe the problem, including anything that has changed since our visit.

We acknowledge every request within 2 business days and aim to resolve it within 10 business days. Approved refunds are issued to the original method of payment and typically appear within 5-10 business days depending on your bank or card issuer.

8. Chargebacks

Please contact us before initiating a chargeback. Almost every dispute we see is resolvable directly and far faster than a card dispute, and we would rather fix the problem than argue about it.

9. Contact

Excellence Appliance Repair, (888) 740-1410, support@excellenceappliancerepairs.com
Hours: Mon-Fri 8AM-8PM, Sat-Sun 9AM-6PM