退款政策

RETURN AND REFUND POLICY

30-Day Return Window

You may request a return within 30 days after receiving your order.

To be eligible for a return, the product must be unused, uninstalled, unmodified and in the same condition in which it was received. It must be returned in its original packaging with all accessories, manuals and components. A receipt or proof of purchase is also required.

To request a return, please contact us at sale@fireplace1.com before sending the product. If your return is approved, we will provide the return address and shipping instructions. Products returned without prior authorization will not be accepted.

Return Shipping

For returns caused by a change of mind, incorrect size selection or other customer-related reasons, the customer is responsible for return shipping, packaging, insurance, customs duties and related costs. Original shipping charges are non-refundable.

Because fireplaces are large and heavy products, international return shipping costs may be substantial. Please contact us before purchasing if you require an estimated return cost for your destination.

If the product is defective, damaged during transportation or different from the item ordered, we will provide an appropriate solution after verification, including replacement parts, repair, replacement or refund where applicable.

Damaged or Incorrect Products

Please inspect your order immediately upon delivery. If the product is damaged, defective or incorrect, contact us as soon as possible at sale@fireplace1.com and provide your order number, photos or videos of the product, packaging and shipping label.

Please keep all original packaging until the issue has been resolved. Do not install or use a damaged product.

Non-Returnable Items

The following products cannot be returned:

• Customized, personalized, OEM/ODM or made-to-order products
• Products that have been installed, used, modified or damaged after delivery
• Products damaged by improper installation, misuse or unauthorized repair
• Flammable liquids, fuels or opened consumable products
• Gift cards

Please contact us before purchasing if you have questions about whether a product is eligible for return.

Exchanges

To exchange a standard product, please contact us first. Once the return is approved and received, you may place a new order for the required model or size. Customized or made-to-order products cannot be exchanged.

European Union 14-Day Cooling-Off Period

For eligible orders delivered to the European Union, customers may have the right to cancel or return an order within 14 days of delivery without providing a reason. The product must be unused, uninstalled and returned in its original packaging with all accessories.

The customer is responsible for return shipping and packaging costs unless the product is defective, incorrect or otherwise required by applicable law. Customized, personalized and made-to-order products are excluded where permitted by law.

Refunds

We will notify you after receiving and inspecting the returned product. If the refund is approved, it will be issued to the original payment method within 10 business days.

Your bank, credit card company or payment provider may require additional processing time. If more than 15 business days have passed since your refund was approved, please contact sale@fireplace1.com.

This policy does not limit any mandatory consumer rights provided by applicable law.