Our Commitment to Your Satisfaction
At Electric Fireplace Store, we stand behind the quality of our products and want you to be completely satisfied with your purchase. Our returns and exchanges policy is designed to be straightforward and customer-friendly, reflecting our commitment to providing an exceptional shopping experience for our global clientele.
Return & Exchange Timeframe
You may return or exchange most items within 15 days of receiving your order. All returned items must be in original condition – unused, uninstalled, and in their original packaging with all tags and accessories included.
Step-by-Step Return Process
Step 1: Initiate Your Return Request
Contact our customer service team within 15 days of delivery to request a return or exchange. Use the template below to ensure we have all necessary information.
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Electric Fireplace Store Team,
I would like to request a [return/exchange] for my recent purchase.
- Order Number: [Your order number]
- Product Name: [Name of product]
- Reason for Return/Exchange: [Please specify reason]
- Preferred Resolution: [Refund/Exchange for specific product]
- Contact Information: [Your phone number]
Thank you for your assistance.
Sincerely,
[Your Name]
Step 2: Receive Return Authorization
Once we approve your request, we’ll email you a Return Authorization Number and detailed shipping instructions. Do not ship items without this authorization.
Step 3: Package and Ship Your Return
Carefully repackage the item in its original packaging with all included materials. Include the Return Authorization Number clearly on the outside of the package. Ship to our Calgary facility using a trackable shipping method.
Step 4: Processing and Refund
Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.
Refund Timeline & Methods
Refunds will be issued to your original payment method:
- Credit Card Payments (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal Payments: 3-5 business days after processing
Please note that shipping charges are non-refundable unless the return is due to our error or a defective product.
Important Exceptions & Non-Returnable Items
Based on the specialized nature of certain products, the following items cannot be returned or exchanged unless they arrive damaged or defective:
- Electric Fireplace Inserts & Log Inserts (due to custom sizing and installation requirements)
- Built-In Electric Fireplaces (once installation has begun)
- Multi-Sided Electric Fireplaces (custom configuration products)
- See-Through Electric Fireplaces (specialized installation products)
- Any products that have been installed, used, or removed from original packaging
- Clearance or final sale items (as marked on product page)
For these specialty items, we recommend carefully reviewing product specifications, measurements, and installation requirements before purchasing.
Exchange Policy
We’re happy to exchange eligible items for alternative products of equal or greater value. If exchanging for a higher-priced item, you’ll be responsible for the price difference plus any additional shipping costs.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement at no additional cost to you.
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: Within 24 hours during business days
Shipping Address for Returns:
Electric Fireplace Store
Returns Department
2682 Th Ave
Calgary, CA T2P 1M6
Note: This policy applies to all regions we serve globally (excluding Asia and select remote regions). All return shipping costs are the responsibility of the customer unless the return is due to our error.
Last Updated: January 1, 2024