Cancellations & Refunds: At Fireplaces 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 +12892081901.

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 +12892081901, 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. Custom order brands include [names of any brands that are made custom].

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. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

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 Fireplaces 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 Fireplaces 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 Fireplaces 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 Fireplaces 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

Litedeer Homes Refund & Return Policy 

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.

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 an authorized dealer or licensed electrician. Visit www.litedeerhomes.com to locate a dealer.

Product Registration:

Register your product at www.litedeerhomes.com/support, email support@litedeerhomes.com, or complete and mail the registration form included with your unit.

Record the installation date, model, and series number for your records.