Refund and Return Policy
Cancellations & Refunds:
At Fireplace Glory we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to support@fireplaceglory.com or call us at (760)284-7854.
Cancellations (Before Order Ships):
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (760)284-7854, the chat in the bottom right, or email support@fireplaceglory.com any time.
Cancellations of Custom Orders:
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns:
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Shipping Times:
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.
Order delays have proven to be unavoidable and outside of Fireplace Glory control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Fireplace Glory, you are acknowledging the following of the Exchange Agreement:
* I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Fireplace Glory within 24 hours of the product being delivered.
*I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
*I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
*I understand that if my order has left the warehouse, I am unable to receive a full refund.
*I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@fireplaceglory.com and we will process an insurance claim on your behalf.
Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty:
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns:
The Fireplace Glory default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
BOGO Promotions:
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own.
If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer.
Please see individual product pages for details or contact support@fireplaceglory.com.
Chargebacks:
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.
Thank you for shopping with us!
Contact support@fireplaceglory.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
Brand by Brand Refund & Return Policy
Returns Policy
● Return Window: You have 30 days from the date of delivery to initiate a return.
● Return Process: If you wish to return your order, please contact us at support@fireplaceglory.com. Include your order number and the reason for the return.
Refund Information
● Return Shipping Costs:
○ If the item is damaged upon arrival, we will cover the return shipping costs.
○ If you want to return the item because you changed your mind, you are responsible for return shipping costs, a 15% restocking fee, and any damage that may occur during the return process.
Condition Requirements
● Inspection Upon Delivery:
○ Customers must inspect products immediately upon delivery. If any items are damaged, please refuse the item before the freight carrier leaves. This will make obtaining a replacement easier.
○ For LTL (Less Than Truckload) shipments, the freight company will contact you to schedule delivery.
● Retaining Original Packaging:
○ Keep the original packaging if you order a part until you confirm you want to keep the item.
○ If you receive a product with damaged packaging and see that it is damaged, it's advisable to refuse it. If you cannot refuse it, please take pictures and contact us immediately.
○ For stoves, keep the original packaging and pallet until you are certain the stove is in good condition and that you want to keep it. Inspect the stove before the freight company leaves. If there is visible damage on the box or stove, it is best to refuse the delivery from the freight company. Please take pictures before refusing the delivery.
Refund Policy
● Damaged/Defective Items:
○ If an item is damaged and you request a refund, we must receive the damaged item back before issuing a full refund. If you want a replacement, we will charge you for the replacement until the damaged item is returned to our facility. Once we receive the original item, we will issue a credit for the replacement.
Warranty Policy
● Warranty Duration:
○ Wood Stoves: 5 Year Limited Warranty
○ Gas Stoves: 2 Year Warranty
○ Mantels: Do not have an extended warranty. If a mantel comes damaged or there is an issue after the customer receives it, we will fix the issue. However, that will need to be documented with photos, and it must be within 15 days of receiving the mantel.
○ Accessories: There is no extended warranty on things like trim kits, pedestals, etc. If there is an issue with the accessory or the item comes damaged, the customer has 15 days after they receive the item to reach out. Photos must be included.
● Reporting Issues:
○ To file a warranty claim, you must complete the E-Commerce Warranty Claim Form. Additionally, you must provide the name of the vendor you purchased from and submit the completed warranty card found in the manual of your new stove, either via mail or email it to info@buckstove.com.
Warranty Policy:
● Warranty Duration: All products come with a two-year warranty.
● Reporting Issues: Customers should reach out to support@fireplaceglory.com for any warranty claims or technical issues.
Covered Products by European Home:
● Built-in Flamerite Fires Electric Fireplaces
● Built-in Sustainable Hearth Electric Fireplaces
● Built-in Solution Electric Fires Electric Fireplaces
● Suites Flamerite Fires Electric Fireplaces
● Slim line Flamerite Fires Electric Fireplaces
Return Policy:
Return Window:
● If you need to return a product, please contact us within 48 hours of receiving your item. Also, send us an email at support@fireplaceglory.com with the following requirements:
- Your name
- Phone number
- Email address
- Fireplace model
- Data of purchase
- Sales order/ purchase order/ serial number
- Request of problem
- Pictures and videos of the product
● We will handle the return process on your behalf .
Refund Timeline:
● Refunds are typically processed within 30-60 days of the return being approved and the credit notice being submitted.
Condition Requirements:
● It is essential that the delivery is inspected in the presence of the driver. If there is any visible damage, this must be noted as “potential concealed damage” on the Bill of Lading (BOL) and photos of the damage must be taken and submitted to us at support@fireplaceglory.com. Accepting a damaged shipment without inspection could complicate return processes.
Non-Refundable Items:
● To be eligible for a refund, returned items must be in resalable condition, complete with original packaging. Damaged or improperly returned items may not qualify for a refund.
Refund Policy:
Inspection Prior to Shipping:
● Ensure that someone is present to inspect the product upon delivery. This will help verify the condition of the item and prevent any issues later.
Damaged/Defective Items:
● If a product arrives damaged or is found to be defective, damages must be noted on the Bill of Lading. We should be notified at support@fireplaceglory.com as soon as possible, and photos of the damage must be taken and submitted within 3 days.
Contact Information:
● Any issues should be addressed at support@firepceglory.com.
30-Day Money Back Guarantee - No Restocking Fees
At Litedeer Homes, we stand behind our products' quality. If you're not satisfied with your purchase, return it within 30 days of delivery for a full refund with no restocking fees. Ensure the item is in its original saleable condition and packaging. Items that have been used or modified cannot be returned.
To Initiate a Return:
● Email your request to support@litedeerhomes.com.
● Upon receiving your request, we will send a prepaid shipping label and detailed return instructions.
Exclusions to Free Returns Policy:
● Items under manufacturer warranty for parts replacement.
● Used or modified items.
● Items missing original packaging, including shipping pallets.
● Custom orders or items.
For Standard Returns, refunds will be processed to your original payment method, minus any shipping fees and additional charges.
Hassle-Free Returns:
● You have 90 days to return or exchange items in original condition, with tags and receipt.
● Start a return by emailing info@litedeerhomes.com. Unauthorized returns will not be accepted.
● Returns must be sent to the designated Litedeer Canada or USA Warehouse.
Damages and Issues:
Inspect your order upon receipt. Report any transit damages, defects, or incorrect items within 48 hours. Photos must be included.
Exceptions:
Non-returnable items include perishable goods, custom products, personal care items, hazardous materials, sale items, and gift cards.
Exchanges:
Return the original item and purchase a new one separately.
Refunds:
Approved refunds will be processed to your original payment method within 10 business days, or via store credit if unavailable.
Warranty Period: Two Years
Covered Products:
● Litedeer Homes Smart Control Electric Fireplace
● Latitude Built-in Linear Electric Fireplace Series
● Latitude II Smart Push-in Electric Fireplace Series
● Gloria II Smart Recess and Wall Mounted Series
● LiteStar Smart Electric Fireplace Inserts Series
For Service or Repair: Contact us at support@litedeerhomes.com.
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