Returns Policy
Returns & Refunds
At Fireplace Bros we know that things happen, that's why we're happy to offer our customers our 30-Day No Hassle Returns/Exchange Policy. If a customer needs to return an item for ANY reason, they're able to do so within 30-days, just pay return shipping & restocking fee. It's as simple as that.
All returns are subject to a 15% restocking fee based on the condition of the product upon completion of the return.
Customers must reach out to Fireplace Bros in order to arrange the return, and to obtain a return authorization number. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund (we have to check to make sure the item is in good working order and there are no signs of product damage). Once your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within three days to three weeks pending your payment method and/or your bank's policy.
Products eligible for return/exchange must be like new, undamaged, and must contain all original product packaging and accessories.
If a product exhibits visible signs of wear and use or is missing items, to the extent that Fireplace Bros will no longer be able to re-sell the product as a "new" item, the returned product will be classified as a refurbished unit and a 40% restocking fee will be applied.
DAMAGES ON PRODUCTS
In the unlikely event that your product you ordered arrives damaged, you have two options of a return, item for a replacement or a full refund. We will of course ensure you are not responsible for shipping costs to replace or return your product.
This is as long as you report the damage issue within 24 hours and make a note on the freight delivery receipt that the item is damaged.
To report your damage,
Please take pictures of the damaged item(s) and the box with the shipping label visible and email them to us: fireplacebros@gmail.com within 24 hours after your delivery.
We ask that you take a picture and inspect the packaging of the item before you accept the item from the carrier. It is obligated to make a note on the delivery receipt if you find any problems or damage to the packaging prior to the delivery agent leaving. This may visible damage like pallet breaks or shrink wrap torn or visible damage easily seen.
PLEASE DO NOT SIGN the delivery slip until items have been inspected.
LOST PACKAGES
We recommend tracking the shipping of your order. In the unlikely event that your package says it has been delivered with the carrier and you have not received your product. Please be sure to report the lost package to us within 2-7 days after the tracking status shows delivered with the carrier.
If reported after the time frame mentioned, Fireplace Bros will not be responsible for any missing claims past the time frame.
If you are missing the product, please email us at fireplacebros@gmail.com
WHAT TO DO IF DAMAGED
-If there seems to be visible signs of damages to the packaging, please refuse the shipment or write "Damaged" on the delivery receipt, then sign.
- If you don't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.
Fireplace Bros shall not be responsible for the replacement of damaged or cost of repairs if there is no written notation about the damage on the freight delivery receipt or if the damage was reported after 24 hours of the delivery.
MISSING ITEMS
Please notify or email us at fireplacebros@gmail.com within 24 hours of product delivery if items are missing or product is missing.
CUSTOM ORDERS
All custom orders are final sale and cannot be returned or refunded. Because these products are made specifically to your specifications, they cannot be resold or restocked. Please review all custom order details carefully before placing your order.
YOUR OWN CARRIERS
Fireplace Bros will not be responsible if you decide to use your own freight forwarder to ship your product. If you decide to export it, we will also not be responsible. We shall also not be mentioned in any export documentation.
Fireplace Bros will not be responsible for providing any replacement or refund for any damaged or defective items if using your own carriers.
