Modern Flames Orion 60" Slim Heliovision Virtual Recessed / Wall Mount Electric Fireplace

Model: Orion Slim 60"
Media Beds: Logs and Crystals
Installation: Built-In or Wall Mount
BTU's: 5,000 (110v) BTU Heater
Viewing Area: 15" High
Warranty: 2 Years Warranty

WARRANTY

Warranty Coverage: Modern Flames warrants that the products and their component parts will be
free from defects in materials and workmanship for the applicable period of the warranty coverage set
forth in the below warranty period. If a product or component is found to be defective in materials or
workmanship during the applicable warranty period, Modern Flames, at its discretion, may repair the
applicable component, replace the applicable component, or refund the purchase price of the applicable
product(s). The maximum amount recoverable under warranty is limited to the purchase price of the
product. The warranty period is nontransferable.

Warranty Period: Warranty period is 5 years from date of purchase when owner registers the product
at www.modernflames.com. If the product is not registered, the standard 2-year warranty applies. If a
product has an integrated screen, the screen is covered for 1-year from date of purchase.

Warranty Conditions: This warranty only covers Products that are purchased through an authorized
Modern Flames dealer or distributor on or after 9/1/2021. Any product purchased prior to that date
must have original invoice or receipt to qualify for the warranty. If no documentation can be found,
Modern Flames has the right to deny a warranty claim. A list of authorized dealers is available on the
Modern Flames website, www.modernflames.com.

Must contact Modern Flames first in order to trouble shoot or diagnose fireplace.

Warranty is only valid while product remains with the original purchaser. If unit is installed in a
home or location and new ownership takes over, the warranty does not start over.

After trouble shooting/diagnosing with Modern Flames, then contact your installing distributor
or dealer for warranty service. If the installing dealer or distributor is unable to provide
necessary parts, contact the nearest Modern Flames authorized dealer or supplier. Additional
service fees may apply if you are seeking warranty service from a dealer other than the dealer
from whom you originally purchased the product.

Only Modern Flames’ parts must be used in the servicing and maintenance of your fireplace,
these parts can be ordered by contacting Modern Flames via phone or email. Any after-market
parts, modifications, or re-wiring made before contacting Modern Flames will void the warranty.

The product must be properly installed, serviced, and maintained based on manufacturer
standards. Please see your Modern Flames installation instructions/manual for further
information on how to service and maintain your electric fireplace. If you cannot locate your
instructions manual, please refer to our website for a download of that document.
https://www.modernflames.com/downloads/modern-electric-fireplace/

MF Warranty Form

Shipping Rates

Free Shipping

Fireplace Exchange provides fast and free shipping on all orders in the Continental USA. 

Canada and USA Territories

We can ship to Canada or the USA Territories. Please contact us for details. +1 (888) 493-4039.

Shipping
Our average processing time is 1 to 3 business days. Average delivery times are 4-10 business days depending on the brand and product you purchase. For any custom orders, please allow about 4–7 weeks. free shipping applies to continental U.S.A locations only.

Fireplace Exchange provides free shipping on all orders except for Alaska, Hawaii, and USA Territories. Shipments to Alaska, Hawaii, and USA Territories are not eligible for Free Shipping. Custom shipping quotes will be emailed to the customer for approval before the product is shipped to Alaska, Hawaii, and USA Territories. The customer is responsible for all duties and tariffs on shipments to those destinations. Remote or hard-to-reach areas may need additional shipping fees imposed by the carrier.

Our Customer Service representative will contact you as soon as we are made aware of any additional charges.

All items are delivered via FedEx, UPS, or a reputable and reliable freight carrier. Smaller Items are shipped via FedEx or UPS Ground. Larger items are shipped via freight. By the trucking industry, home delivery means "Curbside Delivery" in a residential area. You may/will need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport but are not obligated to.

If you require Inside Delivery, please notify us at the time of placing your order. (additional fee applies for Inside Delivery). Home delivery IS NOT INCLUDED INTO FREE SHIPPING and requires an extra charge.

Important Shipping Disclosures

Once a shipment is picked up, a tracking number will be sent to you via E-mail.

All freight shipments require a signature upon delivery. If there is no signature on the delivery receipt/ BOL, Fireplace Exchange will not be responsible for any shipping damages.

Once a shipment has been picked up by the shipping company, we cannot change delivery addresses. The delivery company will charge a re-consignment fee to change the delivery address after the item has been picked up. It will be the customer's responsibility to pay this fee in case an address change is needed after the item has been picked up by the carrier.

We cannot make a delivery happen on a specific day. All delivery dates/days are estimates as we only have the information the shipping company gives to us via tracking number. We will do our best to give you as accurate delivery times as possible.

If an item is shipped and returned to Fireplace Exchange due to an incorrect address, the customer will be responsible for shipping both ways.

All freight shipments require the shipping company to contact the customer before delivery. If an Item is not delivered and returned to Fireplace Exchange because the shipping company cannot get hold of the customer over the telephone, SMS, or Email - this will be treated as a return and will be subject to return policy. Please provide the correct contact information.

If the wrong shipping address or contact info was provided please notify us immediately via E-mail sales@fireplaceexchange.com or call +1 (888) 493-4039.

Contact Information: 
Physical Address: 15851 Dallas Pkwy, Ste 306, Addison, TX 75001
Phone number: +1 (888) 493-4039
Email: sales@fireplaceexchange.com

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 the 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 Manufacturer's Warranty please see the "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 their Original Packaging.

"Like New" condition means: the 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 tracking the item without it is harder. 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 refused at time of delivery.

Fireplace Exchange does not accept Returns or Exchanges of used products passed the allocated time specified by the Return Policy.

The customer is responsible for shipping charges on all UNDAMAGED Returns and Exchanges

There is a 25% Restocking Fee on all returns if the item IS NOT returned in "Like New" condition. See "Refund Process" below:

We will Not Charge a 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 the manufacturer. Manufacturers 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 the same payment method used when the original purchase was made.

If a returned item gets damaged during 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 for any lost or misrouted shipments due to the 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 the wrong address, please contact us immediately to correct the mistake.

Fireplace Exchange will not issue a full refund on a returned item if:

The 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.

Contact Information: 
Physical Address: 15851 Dallas Pkwy, Ste 306, Addison, TX 75001
Phone number: +1 (888) 493-4039
Email: sales@fireplaceexchange.com