Refund policy

Eligibility & Return Window

Items may be returned within 30 days of the delivery date if they meet the conditions below. Requests made after this window will not be accepted.

Condition Requirements

Returned items must be:

• Unused, unopened, and in resalable condition
• In their original packaging
• Complete with all included parts, hardware, manuals, and accessories

Restocking Fee

A restocking fee of 20% will be deducted from the refund total on all approved returns.

Return Shipping

Return shipping is the customer's responsibility, except when the return is due to our error or a confirmed defect.

• Small parcel items: Customers arrange and pay for their own return label through the carrier of their choice.
• Freight items: Larger fireplace units that ship via freight will have return pickup coordinated by our team. Because freight costs vary by size, weight, and location, exact return freight charges can't be quoted in advance and will be confirmed with the customer before being deducted from the refund.

Return Procedure

1. Contact us - Email sales@firevendor.com with your order number, the item you're returning, and the reason for the return.
2. Get authorization - If your return meets the eligibility requirements, we'll issue a return authorization. Items sent back without authorization may be refused.
3. Pack it up - Repackage the item securely using the original packaging and include all accessories/documentation.
4. Ship it back - Return instructions and the correct return address will be provided with your authorization.
5. Refund issued - Once the item is received and passes inspection, your refund is processed to the original payment method (see Refund Method below).

Non-Returnable Items

Custom, made-to-order, or special-order items, and any unit that has been installed, hardwired, or used, are not eligible for return unless defective. Additional final-sale items will be noted on the product page.

Exchanges

We don't process direct exchanges. To get a different model or finish, return the original item under the standard return process above, then place a new order separately.

Order Cancellations

Orders may be canceled for a full refund any time before they ship. Once shipped, the standard return process applies. Custom or made-to-order items cannot be canceled once production has begun.

Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives. If an item is damaged, defective, or incorrect, contact sales@firevendor.com within 48 hours of delivery with your order number, photos of the item, and photos of the packaging. For freight deliveries, note any visible damage on the delivery paperwork before signing — if damage isn't visible until after unboxing, note "possible concealed damage" when reporting. Depending on severity, we'll arrange a replacement part or full replacement. Claims made after the 48-hour window may have limited resolution options.

Refund Method

Approved refunds are credited to the original payment method used at checkout within 10 business days of the returned item passing inspection at our facility.