Warranty and Return Policy Terms

These policies apply to purchases and services provided by Neu Appliance Outlet. The applicable warranty, return period, protection plan, delivery service, and installation service depend on the product classification and services identified on the customer's sales receipt.

WARRANTY COVERAGE AT A GLANCE

STANDARD MAJOR APPLIANCES

  • 1-Year Parts & Labor Warranty
  • 7-Day Return Policy

NEW-IN-BOX MAJOR APPLIANCES

  • Manufacturer Warranty
  • 7-Day Return Policy

New-in-Box appliances are covered by the applicable manufacturer’s warranty.

Warranty claims, service, coverage, exclusions, limitations, and requirements are subject to the manufacturer’s warranty terms and conditions.

LIQUIDATION APPLIANCES

  • No Warranty
  • 30-Day Return Policy

Liquidation appliances are specifically identified as Liquidation at the time of sale and are sold without a warranty.

The 30-Day Return Policy does not create or imply warranty coverage.

NEU SHIELD 3-YEAR & 5-YEAR PROTECTION PLANS

Neu Shield 3-Year and 5-Year Protection Plans are optional extended protection plans available on qualifying products.

Neu Shield is separate from:

  • Neu Appliance Outlet’s standard 1-Year Parts & Labor Warranty.
  • Any applicable manufacturer’s warranty.
  • Neu Appliance Outlet’s return policy.

NEU 1-YEAR PARTS & LABOR WARRANTY

Unless otherwise identified as New-in-Box, Liquidation, or subject to separate extended protection plan terms, qualifying major appliances include a 1-Year Parts & Labor Warranty through Neu Appliance Outlet.

This standard 1-Year Parts & Labor Warranty is not Neu Shield.

Coverage begins on:

  • The date the appliance is delivered by Neu Appliance Outlet; or
  • The date the customer picks up the appliance.

For one year (365 days), Neu Appliance Outlet will provide covered parts and labor necessary to correct qualifying mechanical or electrical defects, subject to the terms, limitations, and exclusions contained in this policy.

To remain eligible for coverage:

  • The appliance must be properly operated and maintained.
  • The appliance must be connected to standard, proper, safe, and functioning utilities and connections.
  • The appliance must be operated and maintained according to manufacturer specifications.
  • The appliance must not have been improperly transported, altered, repaired, installed, or serviced.
  • The customer must take reasonable steps to prevent additional damage once a malfunction is discovered.
  • The appliance must be used for normal personal or household use and not for excluded commercial or business purposes.

WARRANTY SERVICE AREA

Neu Appliance Outlet’s 1-Year Parts & Labor Warranty is subject to a limited in-home service area restricted to Neu Appliance Outlet’s delivery service area.

In-home warranty service is available only at qualifying locations within Neu Appliance Outlet’s applicable delivery/service area.

Neu Appliance Outlet is not obligated to dispatch a technician outside of its covered service area.

If the appliance is outside of the covered service area, Neu Appliance Outlet may require the customer to:

  • Transport the appliance to an approved service location.
  • Return the appliance to Neu Appliance Outlet.
  • Make another service arrangement approved by Neu Appliance Outlet.

If Neu Appliance Outlet agrees to provide service outside of its normal service area as an exception, additional mileage, travel, or trip charges may apply.

Moving an appliance outside of Neu Appliance Outlet’s delivery/service area does not expand Neu Appliance Outlet’s geographic service obligations.

REQUESTING WARRANTY SERVICE

Warranty failures must be reported:

  • Within 30 days of the customer becoming aware of the failure; and
  • Before expiration of the applicable 1-Year Parts & Labor Warranty.

Delaying the reporting of a known failure may result in denial of coverage for additional damage caused by continued operation or failure to address the problem.

To request warranty service:

Neu Appliance Outlet Support512-992-2714

Customers may be required to provide:

  • Proof of purchase.
  • Sales receipt or invoice.
  • Model number.
  • Serial number.
  • Photographs or videos of the appliance.
  • Photographs of installation and property connections.
  • Proof of delivery or pickup date.
  • Description of the failure.
  • Other reasonable information required to diagnose or process the claim.

AUTHORIZATION REQUIRED BEFORE REPAIR

All warranty repairs must be authorized by Neu Appliance Outlet before repairs are performed.

Neu Appliance Outlet determines whether service will be performed by:

  • A Neu Appliance Technician.
  • A Manufacturer-Certified Technician.
  • An authorized third-party provider.
  • Another provider approved by Neu Appliance Outlet.

Unauthorized repairs, modifications, alterations, or part replacements may result in denial of coverage for the affected failure.

Customers should not independently hire a repair company and expect reimbursement without prior authorization from Neu Appliance Outlet.

CUSTOMER RESPONSIBILITIES FOR WARRANTY SERVICE

Customers must provide reasonable and safe access to the appliance.

Before a technician arrives:

  • The appliance must be reasonably accessible.
  • Pets must be safely secured.
  • The service area must be safe and sanitary.
  • An adult 18 years of age or older must be present.
  • The appliance must not be obstructed by belongings or other objects.

Neu Appliance Outlet is not responsible for removing or modifying cabinetry, countertops, flooring, walls, baseboards, trim, doors, handrails, custom panels, built-in structures, furniture, or other property components.

Built-in, mounted, enclosed, or stacked appliances may need to be made accessible before warranty service can be performed.

PREVENTING FURTHER DAMAGE

Once a malfunction is discovered, the customer must take reasonable steps to prevent additional appliance or property damage.

The customer should discontinue use when continued operation could reasonably:

  • Cause additional appliance damage.
  • Cause leaking or flooding.
  • Cause overheating.
  • Create an electrical or gas-related hazard.
  • Create another reasonable safety risk.

Damage caused or substantially increased by continued operation after a known failure may not be covered.

NO PROBLEM FOUND / NON-COVERED SERVICE CALLS

If a technician is dispatched and no covered mechanical or electrical failure is found, the customer may be responsible for an applicable service call, diagnostic, travel, or trip charge.

This may apply when the issue is caused by:

  • Property conditions.
  • Utilities or connections.
  • Improper installation.
  • Customer misuse or improper operation.
  • Appliance settings.
  • Normal operating noises.
  • Tripped breakers.
  • Closed water valves.
  • Improper electrical supply.
  • Restricted dryer vents.
  • Drain problems.
  • Water pressure.
  • Another non-covered condition.

WARRANTY FULFILLMENT

Neu Appliance Outlet determines the appropriate method of fulfilling an approved warranty claim.

Neu Appliance Outlet may choose to:

  • Repair the appliance.
  • Replace the appliance with another appliance of comparable type, functionality, and value.
  • Exchange the appliance.
  • Provide store credit when repair or replacement is not commercially reasonable or practical.

Neu Appliance Outlet is not required to provide the customer’s preferred method of warranty fulfillment when another reasonable covered remedy is available.

REPLACEMENT PARTS

Warranty repairs may use:

  • New parts.
  • Refurbished parts.
  • Remanufactured parts.
  • Recovered OEM parts.
  • Functionally equivalent replacement parts.

Neu Appliance Outlet determines the appropriate replacement part based on compatibility, availability, condition, cost, and repair requirements.

WHAT THE WARRANTY DOES NOT COVER

The Neu Appliance Outlet 1-Year Parts & Labor Warranty does not cover:

Cosmetic Conditions & Parts

  • Scratches.
  • Dents.
  • Chips.
  • Discoloration.
  • Rust or oxidation.
  • Glass.
  • Shelves.
  • Knobs.
  • Handles.
  • Trim.
  • Baskets.
  • Racks.
  • Drawers.
  • Decorative components.

Consumable Items

  • Light bulbs.
  • Batteries.
  • Air filters.
  • Water filters.
  • Similar consumable components.

Installation Materials & Accessories

  • Gas lines.
  • Dryer vent tubes.
  • Steam kits.
  • Stacking kits.
  • Washer fill hoses.
  • Refrigerator water lines.
  • Dishwasher water lines.
  • Electrical cords.
  • Other external connections or accessories.

Installation & Property Conditions

Problems caused by:

  • Improper installation.
  • Faulty wiring.
  • Improper electrical service.
  • Breakers or fuses.
  • Damaged or incorrect outlets.
  • Faulty water valves.
  • Plumbing.
  • Drain systems.
  • Gas connections.
  • Restricted dryer ventilation.
  • Water pressure.
  • Property utilities.
  • Other property conditions.

Outside Damage or Misuse

Damage caused by:

  • Accidents.
  • Misuse or abuse.
  • Neglect.
  • Improper maintenance or cleaning.
  • Fire or flood.
  • Weather.
  • Animals or insects.
  • Pest infestation.
  • Mold or mildew.
  • Acts of God.
  • Foreign objects.
  • Improper transportation.
  • Other outside forces.

Unauthorized Service

Coverage may be denied for failures affected by unauthorized:

  • Repairs.
  • Modifications.
  • Alterations.
  • Part replacements.
  • Tampering.

Serial Numbers

Appliances with intentionally removed, altered, defaced, or unreadable serial numbers may not be eligible for warranty service if the appliance cannot reasonably be verified.

Gas Conversions

Natural Gas-to-LP and LP-to-Natural-Gas conversions are not included.

Commercial & Income-Producing Use

The standard warranty applies to normal personal and household use.

It does not cover appliances used primarily for:

  • Commercial purposes.
  • Business purposes.
  • Short-term rentals.
  • Airbnb.
  • VRBO.
  • Other income-producing commercial operations.

CONSEQUENTIAL DAMAGES & LOSS OF USE

To the extent permitted by applicable law, Neu Appliance Outlet’s 1-Year Parts & Labor Warranty does not cover incidental, indirect, secondary, or consequential expenses resulting from an appliance failure.

Examples include:

  • Food loss.
  • Laundromat expenses.
  • Rental appliance expenses.
  • Hotel expenses.
  • Lost wages or income.
  • Business interruption.
  • Loss of use.
  • Damage to personal property.
  • Other indirect expenses.

Neu Appliance Outlet is not responsible for reasonable delays caused by parts availability, manufacturer backorders, scheduling, technician availability, diagnostics, shipping, supply-chain interruptions, or other circumstances reasonably outside Neu Appliance Outlet’s control.

Nothing in this section limits rights that cannot legally be limited under applicable law.

CUSTOMER MAINTENANCE

Customers are responsible for operating, maintaining, inspecting, and cleaning appliances according to manufacturer recommendations.

Warranty coverage does not include:

  • Routine maintenance.
  • Routine cleaning.
  • Preventive maintenance.
  • Damage caused by lack of maintenance.
  • Improper cleaning.
  • Accumulated lint, debris, food, grease, dirt, or other foreign material.

THE COST OF PARTS, REPAIR, TRAVEL, LABOR, OR SERVICE REQUIRED BECAUSE OF A NON-COVERED CONDITION IS THE RESPONSIBILITY OF THE CUSTOMER.

NEU SHIELD 3-YEAR & 5-YEAR PROTECTION PLANS

Neu Shield plans are optional extended protection plans available on qualifying products and are separate from Neu Appliance Outlet’s 1-Year Parts & Labor Warranty and any applicable manufacturer’s warranty.

Plans are administered through:

New Leaf Service Contracts, Inc.

Customer Service: 877-634-0964Service Claims: 855-207-0447

Full Terms & Conditions

https://www.newleafsc.net/metro/terms/MetroCare.pdf

Coverage, eligibility, exclusions, benefits, cancellation rights, service requirements, and all other conditions are governed by the New Leaf Extended Service Agreement applicable to the customer’s plan.

Repairs must be authorized by New Leaf before service is performed. Unauthorized repairs may not be covered.

If there is any difference between information provided by Neu Appliance Outlet and the applicable New Leaf Extended Service Agreement, the New Leaf agreement controls the extended protection plan coverage.

A Neu Shield Protection Plan does not change or extend Neu Appliance Outlet’s appliance return period.

7-DAY RETURN POLICY — MAJOR APPLIANCES

Standard Major Appliances and New-in-Box Major Appliances may be returned within 7 days from:

  • The date of delivery; or
  • The date of customer pickup.

30-DAY RETURN POLICY — LIQUIDATION APPLIANCES

Liquidation Appliances may be returned within 30 days from:

  • The date of delivery; or
  • The date of customer pickup.

Liquidation Appliances do not include a warranty.

GENERAL RETURN CONDITIONS

  • Delivery fees are non-refundable once delivery has been completed.
  • Installation, haul-away, pickup, and other completed service charges are non-refundable.
  • Appliances must be returned in substantially the same cosmetic condition in which they were sold.
  • Applicable packaging, accessories, components, and included items must also be returned.
  • Neu Appliance Outlet may refuse a return, refund, exchange, or store credit if an appliance has sustained additional damage after purchase.
  • Refund processing begins only after the appliance has been returned to Neu Appliance Outlet’s possession and inspected.
  • Once approved and processed, refund funding may take up to 7 business days.
  • Changes requested after purchase may affect pickup or delivery schedules, fees, and available services.

EXCHANGES & CUSTOMER OVERSIGHTS

If an exchange or additional trip is required because of:

  • Incorrect measurements.
  • Appliance does not fit.
  • Incorrect utilities.
  • Missing utilities.
  • Inaccessible installation location.
  • Customer-selected product incompatibility.

additional delivery, pickup, installation, or other applicable service charges may apply.

DELIVERY SCHEDULING

Delivery dates and delivery windows are estimates and subject to change.

Timing may be affected by traffic, weather, previous deliveries, staffing, property conditions, installation conditions, or other circumstances.

Delivery reschedules requested within 24 hours of the scheduled delivery may result in additional fees.

Changes to an order may also affect:

  • Delivery or pickup date.
  • Delivery window.
  • Delivery fees.
  • Installation fees.
  • Available services.

ADULT MUST BE PRESENT

An authorized person 18 years of age or older must be present during delivery and installation unless another arrangement has been approved in advance.

Our delivery team may not enter a vacant property without prior authorization.

The customer or authorized representative is responsible for approving appliance placement and completion of delivery.

CLEAR & SAFE DELIVERY PATH

The customer is responsible for providing a clear and safe path from the delivery entrance to the appliance’s final location.

Our team is not responsible for moving furniture, plants, personal belongings, decorations, or otherwise rearranging the property.

Unless specifically agreed to in advance, our team does not remove or modify:

  • Doors.
  • Railings.
  • Cabinetry.
  • Countertops.
  • Walls.
  • Flooring.
  • Other property components.

PETS & PROPERTY CONDITIONS

Pets and animals must be safely secured.

Our team may refuse to enter or continue working when a property contains:

  • Loose or unsecured animals.
  • Animal waste.
  • Pest infestations.
  • Excessive garbage or debris.
  • Spoiled or expired food.
  • Unsafe conditions.
  • Unsanitary conditions.
  • Other reasonable health or safety risks.

ELEVATED-RISK DELIVERY CONDITIONS

Certain conditions may create an increased risk of appliance or property damage.

Examples include:

  • Tight hallways or doorways.
  • Tight turns.
  • Narrow stairways.
  • Wood or finished stairs.
  • Fragile, floating, aged, or delicate flooring.
  • Existing property damage.
  • Extremely tight appliance clearances.
  • Difficult access areas.

If Neu Appliance Outlet determines the service can reasonably and safely proceed but involves an elevated risk, the customer may be required to sign a separate Delivery & Installation Risk Acknowledgment & Limited Release before work continues.

The customer may decline to proceed and correct the condition before service is completed.

Additional charges may apply if Neu Appliance Outlet is required to return.

RIGHT TO REFUSE DELIVERY

Neu Appliance Outlet reserves the right to refuse, stop, or postpone delivery when conditions are unsafe, unsanitary, inaccessible, non-standard, or could reasonably create a risk of injury or property damage.

Customer approval or willingness to assume risk does not override Neu Appliance Outlet’s safety requirements.

STANDARD INSTALLATION REQUIREMENTS

Installation can only be performed when the appliance location, property utilities, connections, and surrounding conditions allow the appliance to be safely and properly installed.

Neu Appliance Outlet may install connections and installation materials purchased from Neu Appliance Outlet.

Unless specifically approved, our delivery team will not install appliances using used, reused, damaged, or customer-provided connections.

Examples include:

  • Water hoses.
  • Dryer or range cords.
  • Gas connectors.
  • Refrigerator water lines.
  • Dishwasher supply lines.
  • Dryer vent connections.
  • Steam hoses.
  • Stacking kits.

PROPERTY UTILITIES & CONNECTIONS

Neu Appliance Outlet does not repair or modify property utilities.

Installation may be refused when property conditions are faulty, improper, inaccessible, malfunctioning, or unsafe.

Examples include:

  • Rusted, calcified, or seized connections.
  • Damaged, malfunctioning, or leaking valves.
  • Improper wiring.
  • Damaged outlets.
  • Incorrect electrical service.
  • Restricted drains.
  • Improper dryer ventilation.
  • Missing shutoff valves.
  • Unsafe gas connections.
  • DIY or non-standard utility configurations.

For gas appliances, a proper and functioning gas shutoff valve must be accessible near the appliance.

Neu Appliance Outlet may require the shutoff to be within approximately 6 feet of the appliance.

PROPERTY SYSTEMS WE DO NOT MODIFY

Our delivery team does not perform work on:

  • Electrical panels.
  • Property wiring.
  • Main water shutoffs.
  • Main gas shutoffs.
  • Property plumbing.
  • Gas system modifications.
  • Other primary property utility systems.

Utilities must be functioning, accessible, safe, and ready before installation.

UTILITY UNAVAILABLE / APPLIANCE CANNOT BE FULLY TESTED

If a required utility is unavailable, Neu Appliance Outlet may be unable to fully function-test the appliance.

Examples include:

  • Water service is turned off.
  • Water supply is unavailable.
  • Electrical service is unavailable.
  • Another required utility is temporarily unavailable.

When Neu Appliance Outlet determines the appliance can still be safely installed, the customer may be required to acknowledge that:

  • The appliance could not be fully tested.
  • The appliance has not been confirmed operational under normal property conditions.
  • The customer is responsible for later activating and confirming the utility.
  • A return trip may result in an additional charge.

ELEVATED-RISK INSTALLATION

Elevated-risk conditions can include:

  • Difficult access or placement.
  • Fragile flooring or stairs.
  • Existing property damage.
  • Tight clearances.
  • Questionable aging valves or connections.
  • Utilities unavailable for complete testing.
  • Other unusual conditions identified by the delivery team.

When work can reasonably and safely proceed despite the elevated condition, Neu Appliance Outlet may require a signed Delivery & Installation Risk Acknowledgment & Limited Release.

CONDITIONS THAT CANNOT BE WAIVED

A customer acknowledgment or signed release does not require Neu Appliance Outlet to perform work that our team determines cannot be safely or properly completed.

Neu Appliance Outlet may stop or refuse installation when:

  • A gas connection cannot be safely completed and tested.
  • A gas valve or connection appears damaged, leaking, malfunctioning, or unsafe.
  • A water valve or connection is actively leaking, damaged, malfunctioning, or unsafe.
  • Electrical conditions are unsafe.
  • A drain, vent, or other connection cannot be safely used.
  • Property conditions create an unreasonable risk of injury or significant property damage.
  • Completion requires work outside of the services Neu Appliance Outlet is authorized or equipped to perform.

Customer authorization does not override Neu Appliance Outlet’s safety requirements.

UNSUCCESSFUL INSTALLATION & RETURN TRIPS

If installation cannot be completed because of property conditions, connection issues, utilities, inaccessible connections, missing requirements, unsafe conditions, or another outside factor, the original installation charge remains applicable.

If Neu Appliance Outlet must return after the condition has been corrected, an additional installation charge will apply.

STACKED LAUNDRY

Neu Appliance Outlet will not stack a front-load washer and dryer not purchased from Neu Appliance Outlet unless specifically approved in advance.

When we perform a stacking installation, the appropriate stacking kit must be purchased from or otherwise approved by Neu Appliance Outlet.

HAUL-AWAY SERVICE

Haul-away service is provided at the time of the scheduled appliance delivery.

The appliance being hauled away must be:

  • Safely accessible.
  • Ready for removal.
  • Able to be safely disconnected.
  • Empty of belongings, food, water, clothing, or other contents.
  • Located along a clear and safe removal path.

Neu Appliance Outlet may refuse haul-away if our team determines the appliance cannot be safely disconnected, moved, or removed.

CONDITIONS THAT MAY PREVENT HAUL-AWAY

Examples include:

  • Unsafe or inaccessible connections.
  • Rusted, seized, calcified, damaged, or malfunctioning connections.
  • Hardwired or non-standard connections.
  • Appliance remains in use.
  • Appliance contains customer belongings or contents.
  • Cabinetry, countertops, flooring, walls, furniture, or doors prevent removal.
  • No clear and safe removal path.
  • Removal could reasonably cause property damage.
  • Removal creates a safety risk.

Neu Appliance Outlet’s delivery team is not responsible for modifying the property to remove a haul-away appliance.

HAUL-AWAY RETURN TRIPS

If haul-away cannot be completed during the original delivery, the customer may correct the condition and request that Neu Appliance Outlet return.

If Neu Appliance Outlet returns specifically to complete the haul-away, an additional fee equal to the applicable delivery charge will be charged.

60-DAY PICKUP LIMIT

Products scheduled for customer pickup must be picked up within 60 days of the scheduled pickup date.

If an appliance has not been picked up within 60 days:

  • The order will be automatically canceled.
  • The appliance may be returned to available inventory.
  • The customer’s remaining balance will be issued as store credit.

ISSUANCE OF STORE CREDIT DOES NOT CONSTITUTE, GUARANTEE, OR INDICATE THAT A CASH, CREDIT CARD, FINANCING, OR OTHER MONETARY REFUND WILL BE ISSUED.

TRANSPORTATION REQUIREMENTS

Customer pickup appliances must be transported safely and upright.

Appliances transported on their side, back, upside down, or otherwise improperly may not be eligible for return, exchange, store credit, or warranty coverage if transportation caused or could reasonably have caused damage.

Customer pickup returns must be brought to:

Neu Appliance Outlet7825 Burnet RoadAustin, TX 78757

If the customer requests that Neu Appliance Outlet retrieve an appliance:

  • The appliance must be within an eligible delivery ZIP code.
  • Applicable pickup and/or delivery charges will apply.

THIRD-PARTY FINANCING

Neu Appliance Outlet works with third-party financing and lease-to-own providers, including ACIMA and Koalafi.

Purchases using third-party financing are also subject to the separate terms and conditions of the applicable financing provider.

Returns, exchanges, refunds, cancellations, and store credits involving third-party financing must comply with:

  • Neu Appliance Outlet’s applicable policies; and
  • The customer’s applicable financing or lease agreement.

Neu Appliance Outlet cannot independently modify, cancel, refund, or alter a financing agreement outside of the procedures permitted by the financing provider.

Customers with financing-specific questions regarding payments, payoff, account terms, cancellation, lease terms, or refunds should contact the applicable financing provider.

COSMETIC CONDITION

All appliances and cosmetic components are sold AS-IS with respect to their disclosed cosmetic condition.

Cosmetic conditions that do not affect mechanical operation are not covered under Neu Appliance Outlet’s 1-Year Parts & Labor Warranty.

New-in-Box appliances remain subject to the applicable manufacturer’s warranty.

Liquidation Appliances are sold without warranty and are subject to the applicable 30-Day Return Policy.

Neu Shield 3-Year and 5-Year Protection Plans remain subject to the applicable New Leaf Extended Service Agreement.

IMPLIED WARRANTIES DISCLAIMER

To the extent permitted by applicable law, any implied warranties are limited to the shortest period permitted by law.

The express warranties, policies, terms, conditions, limitations, and disclaimers stated in these terms constitute Neu Appliance Outlet’s applicable obligations regarding the products and services described herein.

Nothing in these terms is intended to waive or limit any right that cannot legally be waived or limited under applicable law.

GENERAL SERVICE TERMS

Neu Appliance Outlet cannot perform installation, property modification, utility work, haul-away, warranty service, or other services outside of the services included with the customer’s order or specifically authorized by Neu Appliance Outlet.

Additional trips or services required because of customer requests, customer oversights, property conditions, connection issues, inaccessible appliances, unsafe conditions, non-covered warranty conditions, or other outside factors may result in additional charges.

Contact Information

NEU APPLIANCE OUTLET

Warranty, delivery, installation, pickup, or scheduling:

512-992-2714

NEU SHIELD / NEW LEAF

Extended protection plan service claims:

855-207-0447

New Leaf Customer Service:

877-634-0964

Full Extended Service Agreement:

https://www.newleafsc.net/metro/terms/MetroCare.pdf

Questions about coverage?

Talk to our Austin Support Team

Not sure whether a repair is covered under your warranty? Call and we'll walk you through it — no runaround, no third-party hotline.

Call (512) 992-2714Warranty Overview

(512) 992-2714

Support — Mon–Sat 9am–6pm

7825 Burnet Rd

Austin, TX 78757