Custom Order Policy

Warranty, Return & Freight Policy

The Outdoor Plus® (TOP) & Videl USA

All products manufactured by The Outdoor Plus (TOP), including their Videl USA merchandise line, are custom made to order. The following Warranty, Return, Testing, and Freight Policies apply to all TOP products.

LIMITED WARRANTY

The Outdoor Plus, Inc. warrants its products against manufacturing defects that prevent safe and correct operation, commencing from the date of original sale or shipment from TOP.

Warranty Coverage Periods

  • Stainless Steel & Brass Burner Tubes/Rings – Limited Lifetime Warranty

  • Electronics, Gas Valves & Pilot Assembly – 1 Year

  • Stainless Steel Pan & Valve Box

    • Commercial Use – 1 Year

    • Residential Use – 3 Years

Warranty Terms & Conditions

  • Warranty applies to parts and in-house (TOP) labor only.

  • Warranty applies only to the original purchaser.

  • Claims must be submitted by the original customer and are in lieu of all other warranties, expressed or implied.

  • The original purchase information is required.

  • The defective product must be returned to TOP with a valid RMA (Return Merchandise Authorization) issued specifically for that product.

  • The RMA must clearly state the nature of the defect or warranty claim.

  • RMAs are valid for 30 days from the date of issue and will not be processed if received after expiration.

  • The RMA number must be clearly marked on the outside of the return package, and a copy of the RMA must be included inside the package.

  • Returned products must be carefully packaged. TOP is not responsible for shipping damage on returned items.

Warranty Exclusions

This warranty does not cover:

  • Damage caused by overheating

  • Modification or alteration of the product

  • Abuse or misuse

  • Improper storage

  • Improper installation or maintenance

  • Labor related to installation or on-site maintenance

  • Incidental or consequential damages

  • Indirect or collateral expenses arising from product defects or warranty recovery

Products manufactured by TOP, including cLCus Certified models, may not be altered or modified in any way.

TOP is not responsible for:

  • Local codes or approval requirements

  • Products that are not approved for installation in a specific area

  • The actions or negligence of installers

Customers must verify compliance with local authorities or governing agencies before purchasing.

PRODUCT RETURN POLICY

Custom & Made-To-Order Products

  • No returns on made-to-order goods.

  • No returns on custom features – NO EXCEPTIONS.

Incorrect Deliveries

If a product is delivered incorrectly, the recipient must notify TOP within 48 hours of delivery.
TOP is not responsible for incorrect or damaged packages more than 48 hours after receipt.

PRODUCT TESTING PROGRAM

If you believe a unit or component is defective, TOP will test the component at our facility.

  • TOP will cover return shipping back to you after testing.

If Product is Found DEFECTIVE:

  • Product will be repaired or replaced at TOP’s discretion.

  • TOP will absorb outgoing freight and repair/replacement costs if the product is within warranty.

If Product is Found NON-DEFECTIVE:

  • Product will be returned to the customer.

  • No credit will be issued.

  • Incoming freight to TOP is the customer’s responsibility.

RETURN AUTHORIZATION (RMA) POLICY

The Outdoor Plus Error

If a return is required due to an error made by TOP:

  • An RMA and Return Services Label will be issued.

  • Upon receipt and inspection, credit will be issued for:

    • The product

    • The outgoing freight on the original invoice

Customer Error

If an RMA is requested for current, new products in original packaging:

  • Return may be authorized.

  • Customer is responsible for return shipping.

  • Upon receipt and inspection, credit will be issued for the original customer cost less a 25% restocking fee.

  • Custom orders do not apply.

FREIGHT POLICY

  • Most orders ship FOB Ontario, California.

  • TOP selects the standard shipping carrier unless the customer specifically requests their own carrier and account.

  • Freight quotes may be requested in advance.

  • TOP works diligently with standard carriers to obtain the best available freight discounts.