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RETURN POLICY

 
At Starwood Fireplaces your satisfaction is our number one priority. We do our best to ensure that we provide the outstanding and personalized customer service.

We want you to be satisfied with the products you purchase. If you're not satisfied with an item that you purchased from Starwood Fireplaces, you can return it within 30 days after delivery for a full refund*, as long as the item is in its original saleable condition and packaging. Items that have been used or modified in any way may not be returned. *Exclusions to our Free Returns Policy are outlined below.

To return an item, submit your request in writing and send it to support@starwoodfireplaces.com. We will send you instructions on how to send your item back to us.

The following items may not be returned:

    • Products which are eligible for parts under manufacturer warranty;
    • Items that have been used or modified in any way.
    • Items without the original packaging (including shipping pallet, if applicable).
    • Made-to-order items.

Missed Delivery Appointments are not eligible for Free Returns. In these cases, a Standard Return Policy applies. We will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated fees (missed delivery and/or storage fees, restocking fees, etc).

Please inspect your fireplace unit immediately upon receipt for shipping damages, take pictures and notify StarWood Fireplaces immediately if there is damage. Return/refund will not be accepted for damage claims received past 10 days after delivery.

Return Authorizations must be requested within 30 days of delivery. We will not issue a Return Authorization if the request is received more than 30 days after delivery.

You must contact StarWood Fireplaces for a Return Authorization number (RA#) by email support@starwoodfireplaces.com. Please make sure the Return Authorization number is written on the outside of the box when you send it back to us. Any items that are returned without a RA # will be refused and refund will not be issued.

There is a 25% restocking fee on merchandise returned/exchanged for any reason other than a product defect or shipping damage.

While StarWood Fireplaces includes Free Ground Shipping on all fireplace units at no extra charge, the customer is responsible for all shipping costs tied to the return of the fireplace back to Suppliers warehouse. The fireplace unit must be returned in its original packaging. Returns of fireplace units without the original box and foams will be denied.

Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.

NOTE: ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.

Damages or Defects:

We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it is possible that damages may occur during shipment. Before signing for the shipment inspect the carton and contents . Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately, email support@starwoodfireplaces.com. or call 1-888-400-7749.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading/Acceptance Log. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.

If your electric fireplace appears defective upon use, please contact the manufacturer about your warranty. Warranty contact information will be available on the units manual.