Return and Refund Policy

Contact Information

Questions about the Return and Refund Policy may be directed to:

Business Name: The Fireplace USA

Customer Service Hours: Mon–Fri 9am–5pm PST

If you’re not satisfied with your order, we’re here to help. Below you’ll find clear guidelines on how returns, exchanges, and cancellations are handled.

1. Return Eligibility

Products must be unopened and unused.
Returns must be requested within 30 days of delivery, unless otherwise specified on the product page.
All returns require prior approval and a valid RMA (Return Merchandise Authorization).
Non-stock, custom, and made-to-order items are final sale once processing has begun, as indicated on the product page.

Returns may be requested for any reason, including buyer's remorse. Standard eligibility requirements and restocking conditions apply regardless of reason.

2. How to Request a Return

Follow these steps to initiate a return:

Email support@thefireplaceusa.com with your order number and reason for return.
Wait for written approval and RMA instructions before shipping.
Ship the item according to the provided instructions.

Important: Returns sent without prior authorization may be refused by the warehouse.

3. Return Shipping Costs & Restocking Fee

Customers are responsible for all return shipping costs.
A 20% restocking fee will be deducted from the refund amount. This fee covers inspection, repackaging, and processing of the returned item.

4. Refunds

All returned items are inspected upon arrival.
Approved refunds are processed and issued to the original method of payment within 10 business days of inspection completion.
If the original payment method is unavailable, store credit will be issued.

5. Exchanges

Exchanges are handled as two separate transactions:

Return the original item following the standard return process above.
Place a new order for the replacement item.
Return shipping costs and the 20% restocking fee apply to the returned item.
In certain cases, we may assist with exchange-related costs. Please contact us to discuss your situation.

6. Cancellations

Orders cancelled before shipment are eligible for a full refund.
Once an order has shipped, it cannot be cancelled and must follow the return process.
Custom, made-to-order, and non-stock items cannot be cancelled once processing has begun.

7. Bundled Promotions

Items purchased as part of a bundle must be returned together to qualify for a full refund.
If individual items from a bundle are returned, any approved refund will reflect the discounted amount paid for that item.

8. Shipping Damage

If an item arrives with visible damage, including punctures, dents, or tears in the packaging:

Clearly note the damage on the delivery receipt before signing.
Take photos of the damage.
Contact us within 24 hours of delivery.

Failure to document visible damage at delivery may affect claim eligibility.
For full instructions, please refer to our Shipping Policy.

9. Refused Deliveries

We strongly advise against refusing any shipment. Refused deliveries increase the complexity of the return process and may result in additional costs.

Refused deliveries are treated as unauthorized returns and the following will apply:

Return shipping charges and a 20% restocking fee (same as a standard return)
Any additional carrier-imposed fees resulting from the refusal, including storage, rerouting, or handling charges

All applicable charges will be deducted from the refund.

If you have an issue with your order, please accept the delivery and contact our support team to arrange a standard return. Our team will work with you to resolve the problem with the least cost and disruption.