Refund policy
We want you to be satisfied with your purchase. If for any reason you are not completely happy with your order, you may request a return within 30 days of delivery.
Return Eligibility
To qualify for a return:
-
The return request must be made within 30 days of receiving your order.
-
The product must be unused, in resellable condition, and returned in the original packaging.
-
Returns also apply to orders cancelled after shipment or refused at delivery.
-
Return shipping costs are the responsibility of the customer.
- Special order items will be subject to a 20% restocking fee.
Once your return is received and inspected, your refund will be issued to the original payment method used at checkout.
How to Start a Return
To request a return authorization and instructions, please contact our support team:
Email: sales@theelectricfireplaceshop.com
Customer Service Hours:
Monday – Thursday: 10:00 AM – 5:00 PM EST
Sunday: Closed
We typically respond to return requests within 24 hours.
Damaged or Incorrect Items
All orders are inspected before leaving our facility. However, damage can occasionally occur during shipping.
Please inspect your order upon delivery before signing for it. If the package or product appears damaged:
-
Note the damage on the delivery receipt or bill of lading.
-
If necessary, refuse the shipment.
-
Contact us immediately at sales@theelectricfireplaceshop.com or 1-905-607-1569.
If you are unable to inspect the contents at delivery, please note this on the delivery receipt and contact us within 24 hours to report the issue.