By submitting a request through Electric Fireplaces USA, you agree to the conditions listed below. We made these arrangements to ensure you are fully aware of our discount policies and return procedures.
Electric Fireplaces USA only sells to purchasers who intend to use the item(s) for the duration of its economic life. If you purchased an item to use once or temporarily and then returned it, you won't be eligible for a refund. Examples of such instances include use in a conference venue or a trade show, items purchased by promotional firms, and items purchased by trade show organizers.
30-day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Conditions
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Any opened package will be considered as already used. Furthermore, any returned item more than 30 days after delivery will be considered non-returnable.
Return Process
- Contact Us: Before returning any items, please contact our return team at info@electricfireplacesusa.com to initiate the return process.
- Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.
- Package the Item: Pack the item securely in its original packaging, including any accessories you have provided.
- Include RA Number: Write the provided RA number on the outside of the package.
- Return Shipping: Free
How can customers return your products?
We welcome customers who return your products to return them by post. We do not allow in-store or kiosks to get product returns.
Damages and Issues:
Please inspect your order once it’s received. Contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.
How will customers get the return label?
To start a return, you can contact us at info@electricfireplacesusa.com. Please email us for any returns required. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
What condition product are you receiving in return?
We accept returns for unused products in original condition and packaging.
What is the restocking fee?
There is no restocking fee.
How much will customers pay for return shipping?
It's our responsibility if you get the wrong or damaged products.
Can I cancel my order?
You may cancel your order within 24 hours of placing it. Please contact us at info@electricfireplacesusa.com or (877) 429-3322 as soon as possible if you wish to make changes or cancel your order. Once the order has been processed, it cannot be canceled.
Late or Missing Refunds:
Recheck your bank account if you haven’t received a refund.
Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please use Contact Us at the top of the page and email us. We will reply within 24 hours of hearing from you.
Exchanges
We only exchange damaged, wrong product, wrong size, or defective products. If you need to exchange an item, please contact us at info@electricfireplacesusa.com or (877) 429-3322. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded within 15 days on your original payment method. We cannot refund shipping costs. Please remember it can take time for your bank or credit card company to process and post the refund.
If you have any questions about our return or refund policy, please contact our customer support here:
Electric Fireplaces USA
- Address - 7701 S 21st, Lincoln, Nebraska 68512, United States
- Email - info@electricfireplacesusa.com
- Phone - (877) 429-3322