At Fireplace Exchange we work with many top brands in the industry and all our products are of the highest quality. We want you to be happy with your purchase and enjoy it for many years to come. We strive to provide the best shopping experience possible.
Please make sure you take all the correct measurements you need to install your hearth product properly. We offer installation manuals on every product we have. Please call us first if you are unsure of correct measurements needed to install your product.
If your product appears defective upon use, please contact the manufacturer about your warranty.
Since we work with many top brands, warranties differ depending on the product and the brand.
For Specific Manufacture Warranty please see "Product Warranty" tab of the product you are interested in.
Cancellation Policy
Cancellations must be made within 24 hours of order placement. Contact us at sales@fireplaceexchange.com or by calling us at 1-888-493-4039. We do not accept cancellation of orders outside of 24 hours, since the order will be shipped after 24 hours. Any cancelations made after 24 hours are subject to our Return Policy.
Return Policy
Fireplace Exchange Offers a 30 Days Return Policy on all new, unused, unassembled, and resalable items in their original packaging. We will refund your purchase amount minus the return shipping charges, subject to refund eligibility below:
You must notify us of your intent to return within 30 days.
The item must be returned within 14 days from the day of the notice of the intent to return.
New Items or Warranty Items must be returned in its Original Packaging.
"Like New" condition means: item is unused, unassembled, and has been returned in all of the original packaging.
You must request a Return merchandise authorization number (RMA) and instructions. Email sales@fireplaceexchange.com. We will respond to your requests within 24 hours. Please do NOT return your item without a Return merchandise authorization number (RMA). It will delay the return process, since it is harder to track the item without it. Please DO NOT write on the packaging box.
Please DO NOT use duct tape or ANY COLORED TAPE anywhere. ONLY use clear packing tape.
Our return policy applies to cancellations made after an item has shipped or refusal at time of delivery.
Fireplace Exchange does not accept Returns or Exchanges of used products passed the allocated time specified by the Return Policy.
Customer is responsible for shipping charges on all UNDAMAGED Returns and Exchanges
There is 25% Restocking Fee on all returns if the item IS NOT returned in "Like New" condition. See "Refund Process" below:
We will Not Charge Restocking Fee if the item arrives in "Like New" re-sellable condition with All Original Content and Packaging Intact.
DO NOT RETURN your item directly to manufacture. Manufacture will charge up to 30% restocking fee.
Refund Process
Refunds are only issued after returned items have been received and inspected.
We will refund your purchase amount minus the original and return shipping charges.
Refunds will be applied to same payment method used when original purchase was made.
If a returned item gets damaged during the transportation due to improper or insufficient packaging, it is the customer's responsibility to file a claim with the carrier. No refund can be issued in this case.
Fireplace Exchange will not be held liable to any lost or misrouted shipments due to incorrect address provided by the customer. Please ensure that all the information you have provided is correct before submitting your order. If you think you have entered a wrong address, please contact us immediately in order to correct the mistake.
Fireplace Exchange will not issue a full refund on a returned item if:
- Item that has been returned does not match the original item shipped.
- The returned item is missing parts, accessories, manuals, original product's packaging.
- The item being returned has been visibly heavily used (such as any scratches, scuffs, torn packaging, bent frame etc).
- The item has been assembled and disassembled improperly causing incorrect packaging for return shipping.
- If Item arrived damaged please let us know within 24 hours.
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