Refund & Returns Policy
Cancellations & Refunds:
At Direct Fireplace Supply, we pride ourselves on having the best return policies in the industry. Cancel your order at any time before it ships completely free of charge (exceptions apply, such as custom orders; see below).
If you have questions, please email us at store@directfireplacesupply.com
or call us at 1-(888) 345-0547.
Cancellations (Before Order Ships):
If you need to cancel an order, please contact us as soon as possible to receive a full refund before your order leaves the warehouse. You can reach our agents during business hours at 1-(888) 345-0547, via the chat in the bottom right corner of our website, or by emailing at store@directfireplacesupply.com any time.
Refunds and Returns:
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs incurred during the return and exchange processes.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee plus return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Please Read the Following:
When making a purchase from Direct Fireplace Supply, you acknowledge the following terms of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage, and provide it to Direct Fireplace Supply within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may apply.
- I understand that if my order has left the warehouse, I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product but are usually around 25%.
Damages:
Please inspect the packaging of your item(s) when they arrive. If you notice any damage, make note of it when signing for delivery. If your item(s) arrive damaged, please send photos of the damage, box, and SKU, along with a brief description of the damage to store@directfireplacesupply.com
We will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival, or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty:
Warranties vary depending on the manufacturer—see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within 30 days, that is not a warranty claim.
Returns:
The Direct Fireplace Supply default policy is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error unless otherwise stated on the product page.
Customers have 30 days from the delivery date to initiate a return. All of our products come with guaranteed warranty policies, ensuring that you will receive a fully functional, operating product without any extra expenses incurred on your end—please see individual product pages for details.
BOGO Promotions:
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will receive a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and, depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above. Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact Direct Fireplace Supply.
Chargebacks:
Our team of agents is here to assist you and resolve any issues. We have made our policies as fair as possible, and we believe they are the best in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargebacks will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact Us For Any Question:-
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
