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Return Policy
A return authorization (RMA) is required before sending anything back. Please do not send items directly to the manufacturer.
- Contact us for an RMA Email support@electricfireplacesplus.com within 30 days of receiving your item. We'll provide return authorization and shipping instructions.
- Pack the item in original packaging Item must be unused, free from scratches, with all original parts and packaging in new condition.
- Ship it back You are responsible for return shipping costs. We will provide shipping label and instructions.
- Receive your refund Once we receive and inspect your return, we'll email you confirmation and process your refund minus return shipping costs.
Item returned in resalable condition:
- All original packaging intact and in new condition
- All original parts included
- Unit is free from scratches
- Unit functions as expected
Applies when unit or packaging is not in original condition upon receipt at our warehouse (non-defect, non-damage returns).
All Amantii, Remii, and Touchstone units are subject to a 20% restocking fee regardless of condition.
- Item is not in its original condition, is damaged, or has missing parts (not due to our error)
- Item is not in original packaging, or packaging is not in new resalable condition
- Item is returned more than 30 days after delivery
Order cancellations must be made within 24 hours of placing your order. After 24 hours, the return policy takes effect. Orders that have already shipped cannot be cancelled — the return policy applies instead.
Shipments refused at delivery (not due to damage) are subject to a 20% restocking fee.
We only replace items if they are defective or damaged. If you need to exchange for the same item, email support@electricfireplacesplus.com.
Once your return is received and inspected, we'll send you an email confirming your returned item has been received and the refund has been processed.
Refunds can take 7–14 business days to appear on your statement. Check with your credit card issuer first. If you've received a refund confirmation email and still don't see the credit after 14 business days, email support@electricfireplacesplus.com.
Need to start a return or have questions? Include your order number for fastest response.
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