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Learn about Kirby’s Cancellation policy and your optionS

We are confident that like millions of fellow Kirby Family members, you’ll be happy with your investment in a Kirby system and the confident clean it will provide for many years. However if you do need to cancel the sale, The Kirby Company requires its independent Distributors to adhere to any country, state or local laws pertaining to consumers’ cancellation rights. In the United States, Distributors must adhere to the federal “cooling off” rule, which is codified as Title 16 CFR Part 429.

GOLDEN AGER AND VULNERABLE CONSUMER PURCHASE CANCELLATION POLICY

Effective Date:  November 1, 2021

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 800-494-8586, Monday – Friday, 8:00 a.m. to 5:00 p.m., EST, or email us at [email protected] 

Contact The Kirby Company

To cancel your purchase under the Golden Ager/Disabled Consumer Cancellation Procedure, please contact The Kirby Company’s Consumer Relations Department.

Contact The Kirby Company