Return Policy

Order cancellation?

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

What is your satisfaction guarantee?

Our satisfaction guarantee is to offer the best solution for your situation.

  • Products can be returned within 30 days for any reason.
  • If a product is defective, you must contact us within 30 days of receiving your order.
  • Our team of customer service professionals will work with you to satisfy your business needs. Please note that credits may take up to two weeks to process once product has been received in.

Important: Accepting returns are subject to the following:

  • Products returned due to buyer remorse must be in new condition and in the original packaging.
  • Returns don’t have fee.
  • Customers are responsible for shipping costs to return non-defective products.
  • Products, whether defective or not, must be returned in the manufacturer’s original packaging in “like-new condition” and the carton must include all components and other items originally packaged with the product. Linked promotional items must also be included.

If I’m not satisfied with a product, how do I return it?

Within 30 days of receiving your order, contact us and provide us with the following information:

  • Your order number
  • A very brief description of why you wish to return the product
  • How you would like to proceed – for example, would you like credit, or a different product?
  • A service professional will email you a return authorization form, and specific instructions to follow.
  • You will be responsible for paying the shipping costs to return a non-defective product.
  • Save any tracking information

Products must be returned in the manufacturer’s original packaging in “like new condition”, and the carton must include all components and other items originally packaged with the product. Shipping charges will apply.

What if the product is defective?

All products sold by fireplacess.com are under the full manufacturer’s warranty. Our goal is to correct the situation as quickly as possible. In rare instances, some manufacturers require direct contact to arrange returns or exchanges. In this event, we will provide any necessary contact and order information.

  • If you notify us of any defect within the first 30 days of receiving your order, we will gladly exchange your defective product for the same product title, provided there is still stock.
  • Keep all original packaging as you received it.
  • Products must be returned in the manufacturer’s original packaging in “like new condition”, and the carton must include all components and other items originally packaged with the product.

What if there is a discrepancy with the order? If you find any discrepancies with your order, please contact us right away .

Can I just send it back without contacting you?

No. We are here to help, but we can not correct a situation we know nothing about. Please contact us and one of our service professionals will contact you to work out a solution. We will reject products returned to us without authorization.

What else do I need to know about returning items?

After you receive a return authorization number, please be sure to do the following:

  • Ensure that the authorization number is clearly marked on the shipping box.
  • Products, whether defective or not, must be returned in the manufacturer’s original packaging and the carton must include all components and other items originally packaged with the product. Linked promotional items must also be included.
  • Credits can take up to two weeks to process.
  • You are also responsible for shipping charges both ways.
  • Do not write or mark the packaging, contents or registration warranty cards.
  • We will return incomplete shipments to you. If you forgot to include a part, please notify us immediately.
  • For your protection, we recommend that you fully insure your return shipment in case it is lost or damaged, and use a carrier that can provide you with proof of delivery.