Our Returns, Refunds & Replacement Policy

IFIREPLACESUSA - RETURNS, REFUNDS & REPLACEMENT OVERVIEW

Starting from April 12, 2022, we are pleased to unveil an improved policy that benefits our valued customers—an extended hassle-free returns policy spanning 35 days. This initiative is crafted to guarantee your complete satisfaction with your purchases, providing you with utmost convenience and eliminating any return fees under all circumstances.

RETURNS

In order to be eligible for a return, products must retain their original packaging, including pallets, and remain unutilized or unmodified. Additionally, they should be in a resalable condition to qualify for return. It's important to be aware that certain categories, such as Special Order items (which begin manufacturing once the order is confirmed by customers), are not covered by our standard return policy and are considered Non-Returnable/Cancellation. To check the eligibility of an item, we recommend referring to the respective product page for specific guidelines.

Please be aware that return shipping costs may be applicable to discounted orders. To maintain transparency, it's important to note that for items purchased using discount codes, the refund amount will be adjusted by deducting the incurred return shipping expenses (we assure you this will not be substantial).

If you have any inquiries or need further clarification regarding our returns policy or any related concerns, please feel free to reach out to our dedicated customer support team. We are here to assist and address any queries you may have.

For any questions or concerns related to returns, we encourage you to reach out to us via email at support@fireplacespro.com / info@fieplacespro.com. If you intend to initiate a return, please notify us within 30 days from the date you received your order. Once confirmed, we will provide you with a Return Merchandise Authorization (RMA) number, which is crucial for processing your return shipment. It's important to be aware that returns are not applicable for sale items or gift cards.

Upon approval of your return request, an automatic refund will be initiated to your original payment method. Please allow a processing period of approximately 5-10 business days for your bank or credit card company to complete the refund transaction.

Upon receiving your order, we strongly recommend conducting a thorough inspection promptly. If you discover any issues, such as defects, damages, or receipt of an incorrect item, please inform us within 2 days of receiving the order. This swift notification allows us to promptly address the concern and take necessary corrective actions to ensure your satisfaction.

REPLACEMENTS

To acquire the desired item most efficiently, consider initiating a return for the current item in your possession. Once the return request is accepted, you can then proceed with a separate purchase for the new item. This ensures a seamless and expedited transaction, allowing you to obtain the desired product without delay.

NON RETURNABLE BRANDS

  • AMANTII
  • REMII
  • SEIRRA FLAME

Returns are not being accepted by these Three Brand Manufacturers. Please be aware that orders from these Brands will be treated as Non-Returnable.

CANCELLATIONS

If you wish to cancel an order, we ask you to promptly reach out to our support team via support@fireplacespro.com or by calling us at +1 (844) 494-7710 before the order enters the processing stage. If the order has already been dispatched from our warehouse, you can still initiate a return or exchange following our established return policy guidelines or replacement policy guidelines. However, please be aware that shipping times may vary based on the specific policies of the different brands associated with the products.

REFUNDS

If the ordered item is returned due to damages or other concerns, our returns procedure guarantees the secure return of the product to our warehouse. Upon its arrival at the warehouse, we promptly initiate the refund process, expediting the reimbursement procedure. As a result, you can expect the refunded amount to be reflected in your bank account within an estimated timeframe of 5 to 10 business days.