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Return Policy

Returns

Our policy lasts 30 days. During this period you may contact us for return authorization and return shipping information. Within 30 days from receipt of your item you are eligible for a full refund, minus the return shipping costs. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.* You will be issued a full refund minus the return shipping costs. 

Return authorization is required before beginning a refund. If refund is not due to defect or shipping damage and unit is not in original condition when receiving back in our warehouse - 35% restocking fee will be deducted from return amount, in addition to return shipping costs. 

**Restocking fee will not be charged if unit is returned in resalable condition.**

  • Packaging and all original parts in same condition

  • Unit is free from scratches and functions as expected

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable) 

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  • Any item that is returned more than 30 days after delivery

*Order cancellations must be done within 24 hours - after this period the return policy takes effect*
*Orders that have shipped prior to the 24 hour period cannot be cancelled  the Return Policy Takes Effect*
*Refused shipments not due to damage are subject to a 20% restock fee*

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and the refund has been processed.

Delayed Refunds

If you have received a refund notice via email and still not received credit on your statement, please check with your credit card issuer first. Sometimes these can take 7-14 business days to appear on your statement. 

If you’ve done all of this and you still have not received your refund yet, please contact us at support@electricfireplacesplus.com.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@electricfireplacesplus.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

**ALL AMANTII / REMII / TOUCHSTONE RETURNED UNITS SUBJECT TO 20% RESTOCK FEE**

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