Return & Refund Policy
Return & Refund Policy
At The Fireplace Studio, we want you to feel confident in your purchase. Please review our return and refund guidelines before placing your order.
Returns
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item must be unused, uninstalled, in its original condition and packaging, and include all parts, manuals, accessories, and proof of purchase.
Before returning any item, please contact us for return authorization. Returns sent without prior authorization may be refused.
Email: support@thefireplacestudio.shop
Non-Returnable Items
The following items are not eligible for return or refund:
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Custom, made-to-order, or special-order products
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Clearance or final-sale items
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Installed, used, altered, or customer-damaged products
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Gift cards, if offered
Many fireplaces, inserts, mantels, and related products may be custom manufactured or shipped directly from the manufacturer. These items cannot be canceled or returned once production or processing has begun.
Shipping Damage
Please inspect your shipment immediately upon delivery.
If you notice visible damage, note it on the delivery receipt before signing, take clear photographs of the product and packaging, and contact us within 48 hours of delivery.
If an item is damaged during shipping, we will work with you and the carrier to help resolve the issue as quickly as possible.
Return Shipping
Unless the return is due to our error or an item damaged during shipping, the customer is responsible for return shipping costs and appropriate packaging.
Original shipping charges are non-refundable unless the return is due to our error.
Refunds
Once an authorized return is received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your financial institution.
Order Cancellations
Orders for in-stock items may be canceled before they ship.
Custom, made-to-order, or special-order products cannot be canceled once manufacturing or processing has begun.
Exchanges
We replace items when they are defective, damaged during shipping or when an incorrect product was sent. Please contact us so we can assist you with the replacement process.
Questions?
If you have questions about a return, refund, cancellation or damaged shipment, we're happy to help.