Return Policy
We stand behind the products we sell and want every customer to be satisfied with their purchase. Because many hearth and fireplace products involve installation and special ordering, the following return guidelines apply.
Return Window
Stock, non-special-order items may be returned within 30 days of purchase with proof of purchase.
Return Conditions
To be eligible for return, items must:
Be unused and not installed
Be in original packaging
Include all parts, manuals, and accessories
Be in new, resalable condition
Items that show signs of installation, fuel connection, or use are not eligible for return.
Non-Returnable Items
The following items cannot be returned:
Installed or used products
Gas logs, burners, valves, or venting components that have been connected or fired
Special-order or custom products
Specially ordered chimney or vent pipe components
Electrical parts and control modules
Clearance or final sale items
Special Orders
Special-order items are final sale and cannot be returned or canceled once the order has been placed with the manufacturer.
Refunds
Approved returns are subject to inspection. Refunds will be issued to the original payment method. Please allow 5–10 business days for processing after approval. Restocking fees may apply.
Restocking Fees
Approved returns may be subject to a 15–25% restocking fee, depending on the product and supplier requirements.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, you must notify us within 48 hours of pickup or delivery so we can resolve the issue promptly.
Installation Services
Labor, service, and installation charges are non-refundable once work has been completed.
How to Request a Return
Please contact our office before returning any product. Returns must be authorized in advance. Unauthorized returns may be refused.