Return window
You may request a return within 30 days of delivery for items that are unused, uninstalled and in their original, undamaged packaging.
Items that cannot be returned
- Any linear fireplace or insert that has been installed, connected to a fuel supply or fired.
- Made-to-order sizes, custom finishes and special-order components.
- Items damaged after delivery or through improper handling or installation.
How to start a return
Email sales@hearthframefireplaces.com with your order number and the reason for the return. We'll issue a return authorisation number and arrange freight collection. Returns sent without authorisation cannot be accepted.
Restocking fee and return freight
Approved returns are subject to a 15% restocking fee. Return freight is paid by the customer unless the item arrived damaged or was shipped in error.
Refunds
Once the returned item is received and inspected, refunds are issued to the original payment method, less any restocking fee and original shipping charges.
Damaged or incorrect items
If your order arrived damaged or isn't what you ordered, tell us within 48 hours of delivery. We'll replace it at no cost to you.
Dealer orders
Returns on dealer and trade orders are governed by the individual dealer agreement.