Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Custom fireplaces, made-to-order products, special orders, clearance items and products that have been installed or used are not eligible for return or refund. 

Returns are accepted by authorization only.  Please contact us at support@thefireplacestudio.shop before returning any item.  Once your return has been approved, we will provide complete return instructions and the appropriate return address.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@thefireplacestudio.shop

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Please inspect your shipment upon delivery. If freight damage is visible, note it with the carrier before signing for the shipment whenever possible. Any concealed damage should be reported to The Fireplace Studio within 48 hours of delivery so we can assist with the claims process.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on:

Sale items, gift cards, custom fireplaces, special order products, installed products, clearance merchandise

Exchanges
If you would like to exchange an item, please contact us at:  support@thefireplacestudio.shop  Our team will help determine the best solution based on the product and manufacturer guidelines.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thefireplacestudio.shop