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Return & Refund Policy
We value your business and aim to provide you with the best shopping experience. Due to the size, weight, and nature of our products, please carefully read our return and cancellation policy below before making a purchase.

1.Order Cancellation
Before Shipping: You may cancel your order free of charge before it leaves our warehouse. Please contact us immediately at info@fireplacesus.com to request a cancellation. If the payment gateway has already processed the transaction, a 3% processing fee may be deducted from your refund.

After Shipping: Once an order has been picked up by the freight carrier and a tracking number or shipping confirmation email has been generated, it cannot be modified or canceled free of charge. If you refuse delivery or wish to cancel an in-transit order, it will be treated as a standard return (see Section 2), and you will be responsible for the return shipping costs and restocking fees.

2. Standard Returns
We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible for a standard return, the product must meet all of the following conditions:

Unused, uninstalled, and in the same condition that you received it.
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Must include all original packaging, manuals, remotes, and accessories.

Proof of purchase or receipt is required.

Return Costs & Fees:
For non-quality-related returns (e.g., buyer's remorse, ordered wrong size), the customer is responsible for:

Return Shipping Costs: Customers must arrange and pay for return freight shipping. Due to the heavy nature of our products, this cost is non-refundable and typically ranges from $[50] to $[500].

Restocking Fee: A [15]% restocking fee will be deducted from your final refund to cover warehouse handling and inspection.

Note: If the original packaging is missing or severely damaged, an additional repackaging fee of $30] will be applied.

3. Damages and Quality Issues  
Please inspect your order immediately upon delivery.

Shipping Damage: If the packaging appears damaged upon arrival, please take photos/videos, note the damage on the delivery receipt BEFORE signing, and contact us within 48 hours.

Product Defects: If you discover a manufacturing defect or missing parts, please email us at info@fireplacesus.com with detailed photos/videos.

Our Solutions for Quality Issues:

We will provide free technical support and send replacement parts to resolve simple issues.

If the product is critically damaged (structure deformed, affecting core functionality) during transit, we will arrange a free replacement or return.

Exceptions: Minor cosmetic issues (e.g., small scratches on hidden panels, minor damage to the outer box that does not affect the product) do not qualify for a free return. If you insist on returning the item for minor cosmetic reasons, standard return fees will apply.

4. Non-Returnable Items 
Certain types of items cannot be returned, including:

Custom-made or personalized orders.

Products that have been installed, modified, or used.

Clearance or final sale items.

Gift cards.

5.Refund Process 
To start a return, please contact us at info@fireplacesus.com. If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send your package to our facility. Items sent back without first requesting a return will not be accepted.

Once our warehouse receives and inspects the returned product to confirm it meets our conditions, we will notify you of the approval or rejection of your refund.
If approved, the refund (minus applicable shipping and restocking fees) will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the funds to your account.