CANCELLATIONS & RETURNS
Return Policy for Purchases through Kirby.com
Thank you for shopping Kirby! Any new Kirby product, excluding chemicals and cleaning formulas, purchased through our website may be returned within thirty (30) days from date of delivery. If you desire to return an item(s), please call us at 1-800-737-7170 to obtain a Return Authorization (RA) number and return instructions.
Upon our receipt of a returned Kirby product, we will inspect the item(s) for damage, missing parts, or other signs of abuse. Once the return of the Kirby Home Cleaning System is approved, we will initiate a refund to your original method of payment, less a flat return fee of $99.00, within ten (10) business days. For all other returns, you will be refunded the purchase price, less shipping charges, within ten (10) business days of our receipt of the returned product(s).
If your Kirby product is returned in damaged condition, with missing parts, or otherwise has signs of abuse, we reserve the right to refuse a refund or to charge a refurbishment fee, at our sole discretion.
If a package is returned to our facility due to an undeliverable shipping address or refusal of a package, a refund will be issued in accordance with the language above, less service fees and shipping costs.
If product is damaged while in transit to you, please contact us within five (5) days of your receipt of the item so that we may exchange the item for you at no charge.
Return Policy for Purchases through an Independent Distributor
Independent Distributors set their return guidelines in accordance with 16 C.F.R. §429, applicable state laws, and/or The Kirby Company’s Golden Ager/Vulnerable Consumer Purchase Cancellation Policy. Please contact us at 1-800-494-8586 or [email protected] with any questions.
Golden Ager And Vulnerable Consumer Purchase Cancellation Policy
Effective Date: November 1, 2021
The Golden Ager And Vulnerable Consumer policy only applies to in-home sales made by Independent Kirby Distributors.
Thank you for choosing Kirby! We are thrilled to welcome you into our family.
We want to make sure that all other members of our family are taking care of you, including our independent Distributors. We expect all Distributors of Kirby products and their salespeople to conduct themselves legally, ethically, and professionally at all times. Additionally, we believe in assisting the members of our family who are Golden Agers or Vulnerable Consumers and providing a little extra care and coverage.
We define Golden Agers as consumers who, at the time of purchasing their Kirby cleaning systems, are at least seventy (70) years old. If you are one of our family members who is a Golden Ager, we require our independent Distributors to provide a longer period in which you can change your mind and cancel your purchase. So long as you are listed as the purchaser on the owner registration card that was submitted to Kirby for purposes of honoring your warranty, you may cancel your purchase up to ninety (90) days after the date of the sale. In order to take advantage of this cancellation extension period, you must return the Kirby system in substantially the same condition as when you purchased the unit.
We also require our independent Distributors to take great care when demonstrating the Kirby home cleaning system to consumers who would be considered vulnerable. We define Vulnerable Consumers as consumers with noticeable or perceived physical or mental challenges (e.g., ambulatory restrictions, dementia/confusion, fragility, etc.); consumers already in distressed financial situations; and consumers who could not fully understand the contracts they entered into due to language or cognitive barriers or intoxication. So long as the Vulnerable Consumer is listed as the purchaser on the owner registration card that was submitted to Kirby for purposes of honoring the warranty, the Vulnerable Consumer has the right to cancel up to ninety (90) days after the date of purchase. In order to take advantage of this cancellation extension period, Vulnerable Consumers must return the Kirby systems in substantially the same condition as when they purchased the units.
Upon cancellation of a Golden Ager’s or Vulnerable Consumer’s purchase, the independent Distributor or salesperson who made or is responsible for the sale will cancel the contract and any applicable financing and return any deposits, trade-in merchandise, and payments made. However, a Golden Ager or Vulnerable Consumer who is exercising his/her/their cancellation right under this Policy more than thirty (30) days after the date of purchase may be required by the independent Distributor or salesperson who sold the Kirby system to pay a restocking fee of up to ten percent (10%) of the sale price of the Kirby system, which will be deducted from the Golden Ager’s or Vulnerable Consumer’s refund. If the trade-in merchandise is no longer available, the independent Distributor will return merchandise of an equal value and of a similar type as that of the trade-in merchandise.
As a reminder, Distributors of Kirby products are independent contractors. As such, your purchase of the Kirby system is with the Distributor, not with Kirby. Although Kirby is not a party to that purchase transaction, we welcome the opportunity to assist you should you have any questions related to effectuating this Policy. Please call us at 1-800-494-8586, Monday – Friday, 8:00 a.m. to 5:00 p.m., EST, or email us at [email protected].