Return Policy for The Fireplace Plus Ltd.
1. Return Window
We offer a 30-day return policy for most items purchased from our online store. The return period begins on the day you receive your item.
2. Eligible Items
Most new, unopened items in their original packaging are eligible for return. However, due to the nature of our products, the following exceptions apply:
- Custom-made or personalized items
- Gas fireplaces that have been installed or connected to a gas line
- Electrical appliances that show signs of use or installation
3. Return Condition
To be eligible for a return, your item must be:
- In the same condition as you received it
- Complete with all parts, accessories, and original packaging
- Unused and uninstalled
4. Non-Returnable Items
The following items cannot be returned:
- Items that have been installed or show signs of use
- Clearance or final sale items
5. Return Process
To initiate a return:
- Contact our customer service team within the 30-day return window.
- Obtain a Return Merchandise Authorization (RMA) number.
- Pack the item securely in its original packaging.
- Include the RMA number on the outside of the package.
- Ship the item to the address provided by our customer service team.
6. Refunds
Once we receive and inspect your return, we will process your refund within 5-7 business days. The refund will be credited to the original payment method used for the purchase.
7. Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, defective product). For items over 150 lbs or requiring special handling, please contact us for specific return shipping instructions.
8. Exchanges
We do not offer direct exchanges. If you need a different item, please return the original purchase and place a new order.
9. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We will arrange for a return or replacement at our expense.
10. Cancellations
Orders can be cancelled for a full refund if the item has not yet shipped. Once an order has shipped, it will be subject to our standard return policy.
11. Questions
If you have any questions about our return policy, please contact our customer service team at thefireplaceplus@hotmail.com. We reserve the right to modify this return policy at any time. Any changes will be reflected on this page and will apply to purchases made after the change is posted.