Shopping online should be fun, so don’t be afraid to shop with Morealis. If an item isn’t the perfect match, you can request a return with our customer support team. To be eligible for a return, your item must be unused and in the same condition that you received it and never been installed.

Please note that your order must be reported within 30 Days of the Delivery Date. We cannot accept any Return Requests after this period.


All products must be returned unused and in their original packaging. To return larger appliances, you will need to keep the pallet. If a product has been installed, used, or if the box or pallet are missing, it cannot be returned.

Within 30 days of delivery, you may return any broken or damaged items for a refund in their original packaging and condition. Your item must be brand-new and in the same condition that you received it in order to be eligible for a return.

Please note that your order must be reported within 30 Days of the Delivery Date. We cannot accept any Return Requests after this period.

Photos Required - Photos of the damaged item or items you are returning might be requested by our customer service representatives. If no photos are available, which are needed for processing returns, returns won't be processed.

Parts Missing?

If for any reason you received your order and there are parts missing from your order, please contact us immediately at and we will issue out a replacement order for your missing parts right away.

Restocking Fee:
Please note all returns, cancellations or refused packages that have already been shipped out are subject to a minimum 15% restocking fee. The restocking fee will be determined by the product and brand.

Exceptions for this restocking fee only occurs when there are shipping problems with your order or if there was any fault of our behalf from getting the item(s) to the customer. Such cases in which exceptions may be granted include: item damage upon arrival, wrong item sent, used item condition, etc...

  • All returns are subject to a restocking fee. These fees are dependent on the brand you purchase:
    • ZLINE: 15% Restocking Fee
    • Thor Kitchen: 15% Restocking Fee
    • NXR: 15% Restocking Fee
    • Forno: 15-30% Restocking Fee
    • ILVE: 15-30% Restocking Fee
    • Forte: 15-30% Restocking Fee
    • Kucht: 15-30% Restocking Fee
    • Blaze: 15-30% Restocking Fee
    • Capital: 15-30% Restocking Fee
    • Forza: 15-30% Restocking Fee
    • Fire Magic: 15-30% Restocking Fee
    • American Outdoor Grill: 15-30% Restocking Fee
    • All other brands: 15-30% Restocking Fee

If such cases were to happen, customer is eligible for a full refund to their original payment method. If you have any additional or further questions, please contact us at

Morealis does not pay the shipping costs for returns. Unless otherwise stated, shipping costs are not refundable and are the responsibility of the customer. A return label can be requested by the customer, and we will include one with every order; however, the cost of the return label may be deducted from your refund.

Click here for Shipping Page

  • Once an order ships it is subject to a restocking fee.
  • If you refuse a shipment due to damage, these cases will not be treated as a return. We will send a replacement unit at no cost to you.

Contact to begin your return, please:
Please send your order along with a receipt or other proof of purchase to start your return. In order for us to validate your return order right away, please include "RETURN - ORDER #" in the subject line of your message.

The order will be automatically returned to the warehouse and treated as a return if it is cancelled after it has been shipped, the delivery is refused, or it is turned around because the customer failed to schedule a delivery appointment.

Please also state the reason for the return in the body section of the email and send any evidence you find necessary to include in the email.

Please do not send your purchase back to the manufacturer without contacting us first as there is no way for us to track the return package. 

Order Prices are Final and cannot be refunded due to future promotions or competing retailer prices

  • Once an order is completed the sale price is final.
  • All prices are set by the suppliers/brands we work with and they may run promotions from time to time, we cannot refund you for future promotions after you purchase as costs are fixed at time of purchase
  • We are unable to refund you the difference if you discover the product for less somewhere else or on our store after the order is completed.


Please allow 1-3 business days for us to process and produce your order in time for your order to ship out. You can track your order here.

Changed your mind?

If for any reason you changed your mind and decided you do not want your order, you may cancel and receive a full refund within 12 hours of your purchase. Once 12 hours has gone up, our team may have processed your order and we may be unable to cancel your order immediately. If the item arrives damaged or not in original condition (evidence will be provided), we have the right to charge a restocking fee of 15% depending on the severity of the issue. All communication will be properly communicated via

Item arrived damaged?

If your item arrives damaged or is broken from transit which is rarely the case, please provide us evidence immediately to

If the box of your item(s) has damage, please make sure to take photos of the damaged box and refuse the package. Note the damages with the delivery driver through paperwork for communication such as the Freight Bill or Bill of Lading.

Before you confirm delivery, please individually inspect to verify that the item is in proper condition. We individually inspect to verify that our packages leave the facility in brand-new condition.

Even if the package appears slightly damaged, please write "Package Damaged" and let us know right away. If the package looks significantly damaged, you may refuse the delivery.

Once return shipment has been validated, we will send you one right away.

If you have already opened the package and discover missing or damaged components, kindly get in touch with us right away. We will send you replacement components at no additional cost. We have just 48 hours to submit a freight claim

Any parts you might be missing will be shipped to you at no cost to you.

To receive support, give us an email at and provide your order number, problem with the order and photos/evidence of your claim.

After our team receives your inquiry, we will work out a solution either by sending a service to help fix the problem or issue a replacement unit depending on the severity of the damaged item(s). 

IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. If a damage is reported after the 24 hour mark, the claim will be denied.

What item(s) or brand(s) are not eligible for returns or exhcanges?

Your product will not be eligible for return/exchange if:

- The item(s) is not in original box with original packaging

- Product does not match order number or products in the order

- Product that has been used or modified

- Product is not in good condition and has wear/tear

Parts missing?

If your item received parts that are missing, please contact us immediately at and we will follow up with the shipping carriers and get your item(s) to arrive to you or a replacement part if the item(s) is lost.

Rebate Program:

To be eligible for a promotional rebate program from ILVE, all of the qualifying appliances must be purchased at one time, on one order from Morealis, an authorized ILVE dealer during the period January 1, 2023 - March 1, 2023. 

Earlier purchase and orders, returns, cancel then reissued orders do NOT qualify for rebates and are voided from receiving the rebate. In other words, if you purchase an order that can be applicable to the rebate program but decide to cancel at a later time, please note that the rebate for the order will be cancelled as well.

This promotion applies to retail consumer sales only and not for any mult-unit project sales and can not be combined with any other offer. ILVE USA Inc. and Morealis,Inc. reserves the right to withdraw, modify or terminate the promotion at any time. 

Product Never Arrived? (if applicable)

We understand how important it is for you to get your product so please allow 1-2 business days for your order to be successfully automated in our systems.

Need to Track Your Order? Click here!

If you are looking to track your order or need more information on your order, please use our track your orders page to locate information about your order.

In addition, please make sure to ask your neighbors or anyone around your neighborhood that may have potentially received the item from the postal carriers. 

If there is no information in regards to your order, or your item is lost in transit, please contact us at for our customer support team to get back to you and we will reach out to our shipping providers to help assist with your inquiry.

Please reach out to to start your return! :)
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer without contacting us first as there is no way for us to track the return package.

We have a warehouse that handles our returns. If a product was returned and we cannot verify the return, there will be no refund. NO EXCEPTIONS! Please reach out to us to submit a return claim.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Payment Options
Currently, we are using Shopify payments and Paypal as our payment gateways. We currently accept credit cards from Visa, Mastercard, Discovery, American Express.

Refunds (if applicable)

Once your return is approved and inspected, we will send you an email to notify you that we have received your returned item. Please note that it can take 5-10 business days for your banks or credit card companies to process the credit and to have it appear back in your bank account. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Note, it may take 4-7 business days for refunds to be displayed on your account.
If the time period has expired and still no credit has been issued, please contact to follow up. 
After that, we will contact your bank and figure out for you. There is often some processing time before a refund is posted.
If you’ve done all of this and we ask you for your patience and we will get back to you as soon as we can at

Exchanges (if applicable)

A general rule that is applied to all exchanges is that the exchange inquiry must be requested within 30 days of delivery. In other words, we will not accept exchange requests after 30 days have passed since your delivery.

In addition, please note that a 15% restocking fee will be applied to any Exchanges. 

If a product has been used or conditioned in any way, it can not be exchanged. Only unused and uninstalled products with its original packaging may be qualified for an exchange.

We understand you may want your exchange faster, so here's what we can do to help speed up the exchange process:

1. Email us with the subject line: "EXCHANGE, order #" and state in your body of text the reason for the exchange. If it was any fault on our behalf, please let us know as soon as possible so we can fix our mistakes.

2. Please allow us 24-48 hours to get back to you. Once we verify your exchange inquiry, we will have an arrangement for your returning product(s) to be picked up.

3. Once our warehouse receives your product and verifies that the product passes the requirements for an exchange, customer will either receive a refund, less the Restocking fee or the customer will have a new order processed for them for the exchange item.

Please note that after the warehouse receives, inspects and verifies your return or exchange, the refund to your original payment method may take up to 48-72 hours to be reflected on your statement. 



1611 N Interstate 35E, ste 412
Carrollton, TX
(Please call to confirm before any shipment)

If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)

For more information on our Returns Policy, click here!

For more information on our Shipping Information, click here!

For more information on our Privacy Policy, click here!

For more information on our Terms and conditions Policy, click here!

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