If for whatever reason you need to cancel, return or otherwise change your order, please review the below return policy. Still have questions? Give us a call!
1. Regular orders may be canceled within 24 hours of placing the order if not already shipped. Any order canceled after 24 hours, will be a subject to a 30% restocking fee. To cancel the order, please call us at (866) 268- 4550 . Please note that email cancellations will not be accepted.
2. Once an item or an order has been shipped it cannot be canceled, and you will have to process a regular return.
3. Special order items are non-cancelable.
1. Returns or Exchanges can be made within 5 days from the day you receive your merchandise. Returned or exchanged products may be subject to a 30% restocking fee.
2. Customers will be responsible for freight charges and other applicable fees.
3. To receive a refund, please make sure of the following:
All returned merchandise must be in resalable condition
All merchandise must be free from scratches and/or defects
All merchandise cannot have been installed
You must have the original packaging for the merchandise
There cannot be any writing or labels on the packaging for the merchandise
Packages must be sent back via FedEx, UPS or Motor Freight
4. Prior to returning the merchandise, customers need to email or call us for a Return Authorization number. Any returns without a Return Authorization number will not be accepted.
5. All returns with valid RMA must be shipped to the following address:
21140 Ventura Blvd Woodland Hills CA 91364
6. We do not offer refunds on plumbing products.
Special Order Returns
1. Special order items cannot be canceled or returned. If defective, you may only exchange these items for the same product.
2. Special order merchandise is considered to be the one that has color and trim options other than stainless steel. Most of the hi-end appliances are non-stocking merchandise and have to be built and ordered specially to fulfill your order; therefore it's considered to be special order merchandise. Please call us at (866) 268- 4550 if you are uncertain about any part of this return policy or if you have unanswered questions before you place an order.
3. Please note that special order merchandise usually takes longer to receive.
4. All Fireplaces are non cancelable and non refundable. All gas direct vent fireplaces that emit heat through the front glass must have the safety barrier screen installed.
1. We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.
2. We will do our best to process the return quickly. Please allow 15-25 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check please allow an additional 15 days for delivery of check via USPS.
All merchandise is inspected, checked, and packaged by the manufacturer prior to release to the shipping company. But in spite of our best efforts, shipping damage can and does sometimes occur. Here's what to do before signing for delivery:
Before signing the delivery receipt, make sure you have received all the items specified on the delivery receipt. If anything is missing from the shipment, note this on the delivery receipt and have the delivery person sign your copy
Always note any external damage to cartons on the delivery receipt and have the delivery person sign your copy
We highly recommend that you unpack each carton in the delivery person's presence and carefully inspect each item. Note any damage on the delivery receipt and have the delivery person sign your copy. Contact the shipping company immediately to file a claim
If you discover concealed damage after the delivery person has left, immediately call the shipping company and request inspection. Keep all packing materials and contents in the same condition as when the damage was discovered
It is a good idea to take pictures immediately after discovering concealed damage in order to support your claim
If the merchandise delivered appears to be damaged beyond repair, please refuse the shipment and write on the shipping documents exactly why you refused the delivery. Make sure you get a delivery receipt from the delivery person with your remarks written on it. This will permit us to obtain a new unit from the factory and have the shipping company handle the problem they caused
If the merchandise refused, you must notify Fireside Appliance immediately. The damaged and refused merchandise will be replaced and all associated shipping charges will be paid by Fireside Appliance
Different Shipping/Billing Addresses
If your Billing Address is different from your Shipping Address, please expect 24-48 hours for bank verification before your order will ship. To expedite the verification process, you can list your shipping address with your financial institution.
Price Changes, Typos & Omissions
Our company strives to provide the most complete and accurate information on all products and services. However, we reserve the right and cannot be held responsible for the change of price due to the price changes by the manufacturer, and/or typos or omissions. We are not obligated to honor incorrect prices.