Return and Refund Policy

Return and Refund Policy

Effective Date: July 23, 2026

Flameline | Operated by Eternalflame Technology Inc

We value your business and are committed to delivering a reliable, transparent shopping experience. Due to the size, weight, and specialized nature of our fireplace and fire pit products, please read this return and refund policy carefully before placing your order. This policy applies to all purchases made through our official website.

1.1 Before Shipment

You may request to cancel your order free of charge before it enters the fulfillment process and is dispatched from our warehouse. To submit a cancellation request, please contact us immediately at info@fireplacesus.com.

If your order has already been picked, packed, or processed for shipment at the time of your cancellation request, a 3% payment processing and fulfillment preparation fee will be deducted from your refund. If cancellation is requested prior to order processing, a full refund will be issued with no deductions.

1.2 After Shipment (In-Transit Orders & Refused Delivery)

Once an order has been picked up by the carrier and a tracking number has been generated, the order cannot be modified or canceled free of charge.

If you refuse delivery or request cancellation while the order is in transit, you will be responsible for the full original outbound shipping cost and all return freight charges billed by the carrier. No restocking fee will apply for refused or in-transit canceled orders, as the product remains unopened and unaccepted by the customer.

2.1 Return Eligibility Window

We offer a 30-day return policy for eligible products. You have 30 calendar days from the date of delivery to submit a return request.

2.2 Eligibility Requirements

To qualify for a standard return, the product must meet all of the following conditions:

• The product is unused, uninstalled, and in the same condition as when it was received
• All original packaging, manuals, remote controls, and included accessories are intact and included
• Valid proof of purchase (order number or receipt) is provided

2.3 Return Costs & Fees

For non-quality-related returns (such as buyer’s remorse, incorrect size or model ordered, or change of mind), the customer is responsible for all associated return costs:

• Return Shipping Costs: Customers are responsible for arranging and covering all return freight charges. Due to the heavy and oversized nature of our products, return freight costs typically range from $50 to $500, depending on product size and delivery location. These fees are non-refundable.
• Restocking Fee: A 15% restocking fee will be deducted from your final refund to cover warehouse inspection, repackaging, and inventory restocking labor.
• Additional Repackaging Fee: If the original product packaging is missing or severely damaged, an additional repackaging fee of $30 will be applied to cover replacement packaging materials and labor.

3.1 Inspection & Claim Window

We recommend inspecting your order upon delivery. If the outer packaging shows visible signs of damage, you may note the damage on the delivery receipt before signing and photograph the packaging as supporting evidence.

If you discover concealed damage, manufacturing defects, or missing parts after unboxing, please contact our support team within 5 business days of delivery at info@fireplacesus.com. Please include your order number and clear photos or videos of the issue to expedite resolution.

3.2 Quality & Damage Resolutions

For confirmed shipping damage, manufacturing defects, or missing parts, we will resolve the issue at no cost to you:

• For minor issues (such as small replacement parts or assembly guidance), we will provide free technical support and ship replacement parts at our expense.
• For critical damage or defects that render the product unusable (such as structural deformation or impaired core functionality), we will arrange a free replacement or a full refund. All return shipping costs for quality-related issues will be covered by us, and no restocking fee will apply.

3.3 Cosmetic Imperfections

If you receive a product with minor cosmetic imperfections that fall within standard manufacturing tolerances and do not impact product function or structural integrity, please contact our support team first. We will offer a reasonable resolution such as a partial refund or store credit. If you still wish to return the item for cosmetic reasons that do not constitute a product defect or misrepresentation, standard return fees will apply.

3.4 Lost or Incorrect Orders

If you do not receive your order within the estimated delivery window, or if you receive an incorrect item or wrong product model, please contact our support team immediately. We will verify the issue with the carrier and arrange a reshipment or full refund at no additional cost to you.

The following items are final sale and cannot be returned:

• Custom-made or personalized products
• Products that have been installed, modified, altered, or put into use
• Clearance and final sale items (clearly marked as "Non-Returnable / Final Sale" on the product page prior to purchase)
• Gift cards

5.1 Initiate a Return

To start a return, please contact us at info@fireplacesus.com with your order number and reason for return. Do not ship any items back to us without prior approval.

If your return request is approved, we will issue a Return Merchandise Authorization (RMA) number and provide detailed return shipping instructions. Items returned without a valid RMA number will not be accepted or processed.

5.2 Inspection & Refund Processing

Once our warehouse receives and inspects the returned product to confirm it meets all eligibility conditions outlined in this policy, we will notify you of the approval or rejection of your refund. If your refund is rejected, we will provide a clear explanation for the decision.

If approved, your refund (minus any applicable fees and charges outlined in this policy) will be processed to your original payment method within 10 business days. Please note that additional processing time may be required by your bank or credit card issuer before the funds appear in your account.

If you have any questions about this Return and Refund Policy, please contact our customer support team at:

• Email: info@fireplacesus.com
• Phone: (307) 346-4175
• Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Central Time)