Return Goods Policy

1.  New merchandise may be returned or exchanged within 30 days of purchase.  We will not issue credits until the merchandise has been received and inspected.   All returned items must be in their original factory condition and in their original packages with all factory-supplied paperwork, packing materials, etc.  No credit will be issued if product has been installed, burned, damaged, missing parts or manuals, used or not in original cartons.  Please keep all cartons and box inserts if returning products.

2.  Do not write on the cartons themselves. Attach a label with the RA number and shipping information on each carton. Any handwriting on factory cartons will prohibit the ability to return the item.

3.  All returns must be shipped prepaid and insured in the event they are damaged in transit.  All returned or exchanged merchandise will be subject to the 20% restocking charge.

4.  If your approved return arrives to us damaged, it will be refused and returned to you to file a damage claim with shipper as would our original shipment to you.

5.  A restocking charge (minimum of 20%) will apply to all returns of normal in-stock items.  Any "Shipping Included" (Free Shipping) item will have the outbound freight charge deducted from the total return. When your credit is processed, you will be furnished with a copy of your credit invoice and credit card receipt by mail.

6.  Special order items are not returnable for any reason, nor are any gas parts ordered returnable.

7.  All returns must have Return Merchandise Authorization Number to identify your shipment when it arrives.  RA Numbers will be issued in writing via e-mail or conventional mail.

8.  California customers should check with your local building officials before ordering vent-free fireplace products.  Because of the distance of travel and damage claims on returns, we will not under any circumstances accept a return based on code issues from any state where vent free systems are prohibited.  It is the customers responsibility to know the codes for your area.  If in doubt, call whomever issues building permits for your area.

9.  For a map of states where vent-free is allowed, allowed some areas, and prohibited, please CLICK HERE.....
As this map is constantly changing, if in doubt call your local authority for current regulations as local codes override federal and state codes.

10.  If you have any questions concerning our Returns Goods Policy, please ask for clarification when placing your order.