At Home Fire Designs, we want you to be satisfied with the products you purchase. You may return most new, unopened items sold and fulfilled by Home Fire Designs within 30 days of delivery for a full refund. Items must be in new or unused condition with all original materials included with the shipment. Shipping and/or handling fees are non-refundable. Suppliers must receive the item(s) at the warehouse/processing facility within 45 days of delivery. Upon receipt of returned item, if condition is not new, or original packaging is not included, a 15% re-stocking fee may be deducted from the refund. Returns on items over 30 days will be handled through supplier customer service dept. and will be dependent on product condition and elapsed time.
Items that may have been shipped to you in error and are unopened and unused or items that were shipped and have been determined to be defective and/or damaged, we will pay the return shipping costs and refund the entire amount paid. If you receive an item that seems to be defective or damaged, notify someone in customer care within 7 days of the receipt of goods. These items will be reviewed and discussed at that time to help determine if it will be a freight claim, manufacturer's error, shipping error, etc. Once that determination is made we will be able to advise how the return process needs to be handled.
Please note: Due to the extraordinary care taken delivering premium products, returns that are not the result of our error will be subject to original shipping and return shipping fees which will be deducted from the refund.
To be eligible for a return, item(s) must be within 30 days of delivery in new, unused, unassembled, and resalable condition in the original packaging.
- The cost of original outbound shipping will be deducted from your refund total.
- A return shipping label can be available upon request, but will be at your cost
- For returns that require freight service, we can schedule a freight truck to pick up the returning item(s) but you will be responsible for the cost.
- Refund will be applied to the same credit card, debit card, or other form of payment used at the time of original transaction.
You should expect to receive your refund within 7 business days from the time your return package has been received; however, in most instances you will receive your refund sooner than the allotted 7 days. This time period includes the time it takes us to process your return once we receive it (1-3 business days), and the time it takes your bank to process our refund request (2-4 days).
We will notify you via email or phone once we have processed your returned item.
Items That May Not Be Returned
Home Fire Designs does not accept returns of the following items:
- The item returned does not match the original item shipped.
- The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
- The item was damaged during return shipment due to improper or insufficient packaging.
- The item being returned has been used and is no longer in new and resalable condition.
- Special Order Items
- Items that were shipped with a signed disclaimer (i.e.- residential items used in a commercial application)
- Gift cards and gift certificates.
Partial Refunds will be issued for the following items:
- Items that are approved for a return more than 30 days after delivery
- Any items that have been opened and used
- Any item not returned in the condition it was received
If you received a defective item and need to exchange it for the same item or if you'd like to return the original item for a different item, contact customer care toll free at 888-444-7897 or e-mail us at firstname.lastname@example.org. Please note that it takes us 3 to 5 business days to process approved returns once they arrive at the warehouse.
Large Items Shipped By Specialty Carriers (Commercial Freight)
We are happy to accept returns for large items that are shipped via our specialty shippers. These items require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, you may contact us or e-mail us at email@example.com and make a request for the return. We will follow up with instructions for returning the item.