Applies To: All purchases and installations completed through Falco’s Spokane and affiliated services.

1. Overview

At Falco’s, your satisfaction and confidence in our work are our top priorities. Because many of our products involve custom installation, electrical connections, venting, or gas piping, returns and refunds differ from traditional retail purchases. This policy outlines how we handle returns, exchanges, and cancellations in a fair and transparent way.

2. Installed Products

Once a product has been installed or used, it cannot be returned or refunded, except in cases of:

• Manufacturer defect covered under warranty,
• Installation error directly caused by Falco’s, or
• Product mismatch resulting from our internal quoting or order entry mistake.

If one of these applies, Falco’s will work promptly to repair, replace, or refund at our discretion.

3. Uninstalled Products

Products that have not been installed may be returned within 30 days of delivery, subject to:

• A 15–25% restocking fee, depending on the manufacturer’s policy,
• The item being in new, unused, and resalable condition in its original packaging,
• The customer covering return freight or delivery costs, unless due to our error.

Special-order or discontinued items are non-returnable once ordered.

4. Cancellations

If you wish to cancel your project or order:

• Before scheduling or installation: Eligible for a full refund less any non-refundable manufacturer or processing fees.
• After materials are ordered or scheduled: A cancellation fee may apply to cover restocking and administrative costs.
• Once installation begins: The project is no longer eligible for refund.

5. Warranty & Service Work

Falco’s honors all manufacturer warranties and provides additional labor warranties for installations performed by our team.

Warranty claims are handled promptly and may result in repair, replacement, or part reimbursement — not necessarily a full refund.

6. How to Request a Return or Review

To initiate a return or review a concern:

1. Contact our office at 509-926-8911 or email service@falcospokane.com.
2. Provide your invoice number, installation date, and a brief description of the issue.
3. Our team will review the request within 3–5 business days and provide next steps.

7. Exceptions

This policy does not apply to:

• Electrical or HVAC diagnostic services,
• Membership or maintenance plans,
• Clearance or “as-is” items,
• Gift cards or promotional offers.