Holiday Hours: Thanksgiving 11/27 Closed | Christmas Eve 12/24 9:00 AM - 12:00 PM | Christmas 12/25 Closed | New Year's Eve 12/31 9:00 AM - 3:00 PM | New Year's Day 1/1 Closed

    Appliance Sales, Delivery, & Installation Agreement

    Thank you for choosing Santa Cruz Appliance! We appreciate your business and trust to provide your appliance needs. We are committed to being the best in the business. We strive to provide exceptional service and ensure that every customer’s appliance needs are met with the utmost professionalism and care. Your satisfaction is our top priority, and we'll go the extra mile to make sure your experience with us is nothing short of excellent. Returning a product can be stressful on customers, so we’re here to help you get it right the first time. Our talented product experts are available to help you select the right product for your needs and application. Both parties, Santa Cruz Appliance Repair, an S-Corp, doing business as Santa Cruz Appliance, and Customer, any individual or entity engaging Santa Cruz Appliance for appliance sales or repair services, hereby acknowledge and understand the following terms and conditions:

    • Pricing: All prices are locked in once the order is placed. If a sale ends after the order is paid, but before the customer receives the product, Santa Cruz Appliance will not increase the price of the original order, nor change the price on any product once the order has been placed.
    • Warranty: Santa Cruz Appliance will provide warranty repair service on any product purchased from us in accordance with the product manufacturer’s warranty policy with the exception of non-authorized manufacturer service, in which case the manufacturer may at their discretion send an authorized service center of their choosing to perform the repair. All warranty issues are at the discretion of the manufacturer. Santa Cruz Appliance is not responsible for any product failures or malfunctions. Most of our products include a one-year parts and labor warranty. See your product literature or speak with one of our product experts for details. If you notice a defect, please contact the product’s manufacturer directly. Contact information for the manufacturer is included in the product literature. NOTE: Most manufacturers require one service call to diagnose the problem.
    • Cosmetic Issues: Any cosmetic issues discovered including but not limited to surface scratches, dents or any broken pieces will be repaired by Santa Cruz Appliance in accordance with the manufacturer’s warranty policy. Cosmetic defects must be reported to the Company within 24 hours of in-store pick-up, delivery, or installation.
    • Damage: All of our shipments are 100% insured. Product(s) damaged during shipping are eligible for exchange at no charge to you. Upon delivery, inspect your product for damage. If the product is damaged, you have the right to refuse the delivery. We will contact you to schedule another delivery.
    • Return Policy: If a return is necessary, your sales associate can help facilitate the return. To start the return process, call or email us at the phone number or email address found on our Contact Us page. Non-Built-in products may be returned to Santa Cruz Appliance within 7 days from purchase as long as it has not been installed and is in the original packaging and in new condition. After an appliance has been unboxed and/or installed, it cannot be returned. A minimum 25% restocking fee will be applied to all returned products. Additional fees will apply if Santa Cruz Appliance is picking up the returned product from the Customer’s home. Additional fees will apply if Santa Cruz Appliance is exchanging for a new appliance as part of the swap out. Delivered products which have been opened, are undamaged and undefective, are not returnable. Any product that has been installed or attempted to be installed cannot be returned. Shipping and handling charges from our warehouse are non-refundable. Customers are responsible for shipping charges incurred when returning a product.
    • Special Order: Special order items that are cancelled after the order has been placed will have a minimum 35% restocking fee. Special order items cannot be returned once the customer has received them. A special order is defined as a product that Santa Cruz Appliance does not and will not stock.
    • Built-Ins: All Sales are final on Built-in Appliances once the order has been placed, which include: Wall ovens, cooktops, built-in OTR microwaves, microwave drawers, cabinet-ready appliances, cooktops, and hood vents.
    • Fit & Measurements: Santa Cruz Appliance strongly advises customers to carefully measure their intended installation space before purchasing any appliances. While we strive to provide accurate product dimensions, it is the customer’s responsibility to ensure that the product they are purchasing will fit in the intended space. If a product does not fit in the intended space, the customer may need to make modifications to the installation area at their own expense. Santa Cruz Appliance is not responsible for any costs associated with such modifications. We recommend consulting with a qualified contractor to assess your installation requirements and ensure a successful fit. Santa Cruz Appliance is not responsible for products that do not fit. If a customer is unable to check measurements, they may request that Santa Cruz Appliance measure non-built-in appliances for them for a non-refundable deposit of $100. This deposit may be applied to the final purchase.
    • Delivery & Installation: You will be notified once the item has been received in our warehouse to schedule pick-up, delivery, and/or installation. We cannot ship to P.O. boxes. It is the responsibility of the Customer to ensure that there is a clear path for delivery. The walkway must be free of debris, furniture, personal belonging PRIOR to the arrival of the delivery and/or installer. It is the responsibility of the customers to ensure that all household hookups including but not limited to electrical, water and gas are in good working order and accessible. The Customer agrees to pay for any updates or repairs needed to these hookups in order to complete the installation. The customer understands that these hookups can corrode over time and seize up which could result in damage to the hookup when the installer attempts to uninstall the old appliance or install the new appliance. Such damage could result in water leaking, gas leaking or electrical issues. The customer understands that there is an inherent risk of damage to their home, including but not limited to walls, floors, doorways, and other property, during the delivery and installation process. The Customer understands that Santa Cruz Appliance will take all reasonable precautions to prevent any damage to their home, but that despite these precautions, damage may still occur. The Customer hereby releases Santa Cruz Appliance and any of its affiliates from any and all liability for any damage that may occur during the delivery and installation process, except for damage caused by gross negligence or intentional misconduct. The Customer further agrees to indemnify and hold Santa Cruz Appliance harmless from any and all claims, demands, damages, costs, and expenses, including attorney fees, arising out of or in any way connected with the delivery and installation of the appliance, except for claims arising out of gross negligence or intentional misconduct. Delivery and installation is non-refundable, unless a product is damaged upon arrival. If during installation, a product cannot be delivered or installed due to the customer’s home and/or space limitations, the product will be returned to our warehouse at a 5% fee or remain at customer home by request, until the customer can make modifications to enable proper installation and delivery. For example, railings and banisters, narrow doorways, unsafe or unstable pathways, or otherwise unmodifiable outside of the Santa Cruz Appliance’s control.
    • Appliance Holds: Santa Cruz Appliance will make best efforts to ensure delivery, installation, and in-store pick-ups occur during the Customer’s preferred timeline when possible. As such, appliances that the Customer does not pick-up or requests to be held for more than 14 days will be considered a return and follow the return policy, in addition to a 5% storage fee, unless another agreement is made with the Customer in writing.
    • Rebates: Mail in rebates are the sole responsibility of the customer. Santa Cruz Appliance will not reimburse the customer for lost, late, or incomplete mail-in/online/electronic rebate submissions. Please refer to the terms and conditions listed on the rebate form details provided by the manufacturer.
    • Brand Specific: In the event that the manufacturer’s return policy is more strict than Santa Cruz Appliance’s for returns, the manufacturer’s policy will be followed in lieu of Santa Cruz Appliance. Such brands that do not allow returns at any point once the order has been placed include: LG.