Refund and Cancellation Policy

This page explains what happens when a visit has to be moved or canceled, what the service call fee pays for, how parts returns work, and how a warranty claim is dealt with. It applies to every appointment with Johnnie's Appliances, whether it was booked online, by telephone or at the door.

1. Moving or cancelling an appointment

There is no charge for moving or cancelling a visit at any point before the technician has been dispatched. A telephone call to (562) 349-1180 is all it takes, and as much notice as you can give is appreciated so that the slot can go to somebody else.

Where the van reaches the address inside the window and finds nobody home, or nobody over 18 able to let the technician in, a trip charge equal to the service call fee may be raised.

2. What the service call fee is for

The fee pays for the travel, the technician time and the assessment of your appliance. Those things have happened by the time the technician leaves, whatever you decide afterward, which is why the fee is not refundable on its own.

What it does instead is disappear into the job. Go ahead with the recommended work and the whole fee is taken off the price of that work.

3. Work that has been completed

A repair is labor performed at your address, so it cannot be returned and is not refundable as a matter of routine. Instead we stand behind it in three specific ways:

• the same problem returning within 30 days of the completed repair brings us back to redo the work with no charge for labor;
• a part we installed giving out inside its own manufacturer warranty period is replaced with no charge for the part;
• where a return visit still cannot settle the original problem, we refund what you paid for the labor.

Warranty visits go into ordinary opening hours. The claim has to come from whoever is named on the original invoice, and the invoice or job number is what lets us pull up the record.

4. What the warranty does not reach

• A separate problem appearing later, or a second part reaching the end of its life after our visit.
• Harm done by misuse, by a surge on the supply, by flooding or salt or vermin, or by carrying on with a machine we asked you to stop using.
• Any appliance that somebody else has worked on since our visit.
• Items that are meant to be used up: filters, lamps, belts, hoses and seals consumed by ordinary running.
• An appliance we told you at the time was not worth repairing.

5. Parts

Ordered for your machine. Once an order has been placed for a part specific to your appliance it cannot be canceled or refunded, because the manufacturers will not take those back from us either. A deposit taken against such a part stops being refundable at the same moment.

Arriving defective. Anything that turns out to be bad straight from the box, or that gives out while still inside its own warranty period, is swapped at no cost to you.

Bought over the counter. An unopened, uninstalled stock part may be brought back within 14 days with the original invoice, and a restocking charge of up to 20 percent may apply. Electrical parts, control boards and anything specially ordered cannot be returned once the packaging is open.

6. Appliances we decline to repair

When the testing says a machine cannot be brought back safely, or cannot be brought back for a sum that makes any sense, the service call fee is the only thing charged. No repair charge follows it, and the reasoning goes to you in writing so that you have something concrete to set against a replacement quote.

7. How to make a claim

1. Call (562) 349-1180 or write to service@johnnieappliancepros.com.
2. Put the invoice or job number, the model number of the appliance and the date we attended in front of you first.
3. Tell us what the machine is doing now, and what has changed since we were there.

Every claim is acknowledged within 2 business days and we aim to have it settled within 10. A refund that has been agreed goes back to the card or account it came from, and usually lands within 5 to 10 business days depending on the bank.

8. Before you dispute a charge

Please talk to us first. Every dispute we have ever seen was settled faster and more completely by a telephone call than by a chargeback, and putting the problem right is the outcome we want too.

9. Contact

Johnnie's Appliances, (562) 349-1180, service@johnnieappliancepros.com
Hours: Mon-Fri 8AM-8PM, Sat-Sun 9AM-6PM