Refund and Return Policy

At Fireplace Junction, we strive to ensure your satisfaction with every purchase. However, if you are not completely satisfied with your purchase, we offer a comprehensive return policy to address your concerns. Please review the details below for our guidelines on returns, refunds, and exchanges.

Returns

All returns must be postmarked within 14 days after your order is delivered. Returned items must be in new, unused condition, with all original tags, labels, and packaging intact. Items that have been used, installed, or damaged are not eligible for return.

Return Process

To initiate a return:

1. Contact Us: Email our customer service team at [email protected] to request a Return Merchandise Authorization (RMA) number.

2. Prepare Your Item: Ensure that your return package includes the following:

   • The item itself: In its original, unused, and undamaged condition.

   • Original packaging materials: Include the box, protective wrapping, and any other packaging materials.

   • Documentation: All brochures, manuals, and installation guides originally included.

   • Accessories: Return all accessories, such as mounting brackets, hardware, decorative elements, or remote controls.

3. Ship Your Return: After obtaining an RMA number, mail your return to the following address:

   Fireplace Junction
   Attn: Returns
   RMA #
   132 Cartwright Ave
   Toronto, Ontario M6A 1V2
   Canada

   Customers are responsible for all return shipping charges. We strongly recommend using a trackable shipping method to ensure safe delivery.

Refunds

After receiving and inspecting your returned item, we will process your refund or exchange within 2 – 5 business days. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. You will receive an email confirmation once your return has been processed.

Exceptions to Returns

The following items are not eligible for return or exchange:

• Open-Box Items: Returns are not accepted for open-box items due to their reduced resale value.

• Installed Fireplaces and Heaters: Once installed, these items are considered used and cannot be returned.

• Accessories: Fireplace and heater accessories are non-returnable to ensure the highest quality for all customers.

For defective or damaged products, please contact us to arrange a replacement or exchange.

Restocking Fee

All returns are subject to a 35% restocking fee, which will be deducted from the refund amount. This fee covers the costs associated with inspecting, processing, and restocking returned items. Additionally, customers are responsible for the initial shipping costs of the item as well as the return shipping costs. These charges will also be deducted from your refund.

Damaged or Defective Items

If your item arrives damaged, we are committed to resolving the issue promptly:

• You are entitled to a free replacement part for any damaged components.

• If you prefer to return the entire item instead of receiving a replacement part, the return will be subject to our standard policy, including the 35% restocking fee and shipping costs.

• For Freight Deliveries: If you notice visible damage upon delivery, note the damages on the delivery receipt before signing and contact us immediately at +1 (647) 955-8557 or [email protected]. If concealed damage is found after delivery, please report it within 3 business days of receipt to initiate a claim.

• Manufacturer’s Warranty: If the item is faulty, you will be entitled to receive a brand new replacement item (exactly the same as the one ordered) under the manufacturer’s warranty.

We strive to ensure that your experience with Fireplace Junction is seamless, and we’ll work diligently to resolve any issues with damaged or defective items.

Important Notes

• Responsibility for Shipping Costs: Customers are responsible for all return shipping costs. These will be deducted from your refund amount.

• Timely Reporting: All damage claims must be reported within 3 business days of receiving your order.

• Packaging Requirements: To ensure safe transit and eligibility for a refund, returned items must be securely packaged in their original condition.