At Fire Place Store, we stand behind the quality of our premium HVAC accessories, fire pit products, and outdoor living solutions. We want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
Important Note: You have 15 days from the date of delivery to initiate a return or exchange request.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange, your item must be:
- In its original condition
- Unused and in original packaging
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
Due to health and safety regulations, the following items cannot be returned or exchanged:
- Chimney Cleaners (used for maintenance and cleaning)
- Opened or used Chimney Liners
- Custom-cut or special order Registers & Grilles
- Installed HVAC Accessories
- Used Fire Pit Covers and Accessories
Return & Exchange Process
Step 1: Contact Our Customer Service
Within 15 days of receiving your order, please contact our customer service team at [email protected] with the following information:
- Your order number
- Product name and quantity you wish to return/exchange
- Reason for return/exchange
- Photos of the product (if applicable)
Step 2: Receive Return Authorization
After reviewing your request, we will email you a Return Authorization Number and detailed instructions on where to send your package.
Step 3: Package and Ship Your Return
Please pack the item securely in its original packaging, include all accessories and documentation, and clearly mark the Return Authorization Number on the outside of the package.
Step 4: Processing
Once we receive your return, our team will inspect the item within 3-5 business days. We will notify you via email about the status of your return.
Refund Information
Approved refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your return. Please note:
- Original shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer
- Refunds will be issued via your original payment method (Visa, MasterCard, JCB, or PayPal)
Exchange Process
If you’d like to exchange an item for a different product or size:
- Follow the same return process outlined above
- Clearly indicate in your email that you’re requesting an exchange
- Specify the replacement product you’d prefer
- We will process your exchange once we receive the returned item
- Any price differences will be charged or refunded accordingly
Return Request Template
Use the template below when contacting us about a return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Fire Place Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product(s) to Return/Exchange: [Product Name(s) and Quantity]
Reason for Return/Exchange: [Please describe the reason]
Preferred Resolution: [Refund / Exchange for (specific product)]
I have attached photos of the product(s) as requested.
Thank you for your assistance.
Sincerely,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will arrange for a replacement at no additional cost to you, and provide a prepaid shipping label for returning the damaged item.
Contact Us
If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us:
Email: [email protected]
Address: 503 Early Street, Savannah, US 31405
We’re committed to ensuring your complete satisfaction with our HVAC accessories and outdoor living products.
Thank you for choosing Fire Place Store for your home heating and outdoor living needs!