At Fireplace.Store, we strive to ensure your shopping experience is enjoyable and seamless. Your satisfaction is our priority. If a product doesn't meet your needs, we're here to help.
Return Policy
Most unused and unopen items can be returned within 7 days of delivery, with inbound and outbound shipping costs deducted from the refund and 20% restocking fee.
- Submit your return request here within 7 days of delivery.
- You will receive an email confirming the acceptance or denial of your request within one business day.
- An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you within one to two business days. You will have 7 days from receiving this email to return the product.
- Upon receiving and inspecting the return, we will issue your refund within one to two weeks.
- Items returned outside of this process or period are not eligible for a refund.
Non-Returnable Items
- Clearance items.
- Special Order items.
- Custom-made and made-to-order products
- Items marked “non-returnable” in the item description
- Used items or items that have been installed or assembled
- Bundled kits sold at a discounted rate (the entire kit must be returned)
Refunds
Refunds will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. For bank wire or check transactions, a refund check will be mailed and will be valid for 90 days from the issuance date. If a product is ineligible for a refund, we will notify you as soon as possible.
Holiday Return Policy
Eligible items purchased between November 1st and December 31st can be returned until January 31st.
Cancellations
Once an order has been submitted, we cannot guarantee cancellations. Orders are processed, packed, and shipped quickly. If you miss the cancellation period, please contact us to arrange a return or exchange.
Most items are eligible for cancellation, but custom-made and made-to-order products cannot be canceled once materials are ordered and fabrication begins. All sales of these items are final.
Exchanges
If you wish to exchange a product, we offer two options: Standard Exchange and Expedited Exchange. All standard return policies apply.
- Standard Exchange: Once the product is returned, we will apply the credit to your new order and begin processing it.
- Expedited Exchange: If you need the product shipped before your return is received, provide a credit card on file and return the item within 7 days to avoid additional charges.
Warranty Process
In the event of a product defect, our technical team will assist you through the manufacturer’s warranty process. Here’s what to expect:
- Troubleshooting is required by the manufacturer. Your installer will need to diagnose the problem on-site with our technical team.
- If a defective part is identified, we will submit a warranty claim to the manufacturer.
- The manufacturer will review and approve or deny the claim. If accepted, the replacement part(s) will be processed for shipment. If denied, we will inform you.
- All warranties are processed as exchanges. You will receive a pre-paid return label for the defective part(s), which must be returned within 30 days of receiving the replacement(s).
Warranty claims can take 1-4 weeks to process. To avoid delays, we recommend testing your unit in late summer or early fall.
Defective Items
If you receive a defective product, our technical team will guide you through the warranty process. Depending on the manufacturer’s procedure, parts may be sent to replace the faulty component, or you may need to return the parts for repair. Once installed or used, products are no longer returnable, and the warranty process begins.
Fireplace.Store is not responsible for labor costs or project delays due to defective goods. Schedule installation after receiving and inspecting your order.
If a defect occurs outside the warranty period, we cannot facilitate a claim, but we can supply replacement parts or units as needed. Contact us for pricing.
Damaged Items
We strive to ensure your order arrives in excellent condition, but occasionally items sustain damage during transit. Fireplace.Store is responsible for items damaged in shipping if reported within the claim time below.
Freight/Signature Required Deliveries
- Inspect the order in the presence of the delivery driver.
- The order must be opened and inspected in the presence of the delivery driver.
- Note any damage or missing items on the delivery receipt. Do not discard damaged items or packaging.
- For severe damage, note on the receipt: “Refused due to damage” and contact us immediately.
- Report damage within one business day here, including delivery details and photos of the damage.
- Damaged items must be returned within 30 days to avoid additional charges.
- Do not discard the damaged item(s) or the original packaging.
Fireplace.Store is not responsible for labor costs or project delays due to damaged goods. Schedule installation after receiving and inspecting your order.
