Refund policy
Last updated September 16, 2026
This policy distinguishes voluntary returns, cancellations, refused deliveries, freight damage, missing items, defects, warranty issues, and refund timing.
Scope
This policy separates voluntary returns from order cancellations, shipping damage, missing items, product defects, and manufacturer warranty claims so that each issue follows the correct process.
Standard 30 day returns
Unless a product is identified as final sale or nonreturnable, you may request a return within 30 calendar days after delivery. A return is not approved until United Fireplaces issues written return authorization and return instructions.
To qualify for a standard return, the item must be new, unused, unassembled, uninstalled, unaltered, complete, and in its original manufacturer packaging with manuals, hardware, labels, and accessories. The product and packaging must be in resalable condition.
Items that are not eligible for a standard return
- Products that have been installed, assembled, fired, fueled, wired, vented, modified, cut, painted, connected, or otherwise used.
- Custom, made-to-order, special-order, discontinued, clearance, scratch-and-dent, open-box, or final-sale items when identified as such before purchase.
- Parts or materials that have been cut, programmed, registered, or altered for the customer.
- Items missing original packaging, components, labels, serial numbers, manuals, or accessories, or items damaged after delivery.
- Any product the manufacturer or distributor does not accept for return, when that restriction was disclosed before purchase.
If a nonreturnable restriction applies only because of an undisclosed manufacturer rule, contact us. We will review the circumstances and any rights available under applicable law.
How to request a return
1. Email support@unitedfireplaces.com with the order number, SKU or model, quantity, reason for return, condition of the product and packaging, and current photographs.
2. Wait for written approval and a Return Authorization number. Do not ship merchandise to the address on this policy or to a manufacturer without instructions.
3. Package the product securely, display the authorization as instructed, and ship it by the approved deadline using a trackable and adequately insured service.
Unauthorized returns, collect-on-delivery shipments, or products sent to the wrong facility may be refused and may not qualify for credit.
Return shipping restocking and original freight
For a voluntary return, the customer is responsible for return shipping. A restocking fee of up to 20 percent may apply based on the product, manufacturer, fulfillment source, packaging, and condition. If the original order included free or subsidized shipping, our actual outbound shipping cost may be deducted from the refund where permitted by law.
When the return is caused by our error or by verified shipping damage and the customer follows the authorized process, United Fireplaces will arrange the appropriate remedy without charging the customer for authorized return shipping or restocking.
Cancellations
Send cancellation requests to support@unitedfireplaces.com as soon as possible and include the order number. We will confirm whether the order can be stopped. An order is not cancelled until we send written confirmation.
If the order has not been released to a manufacturer, distributor, warehouse, or carrier, we will cancel it and issue a refund. Once fulfillment has begun, an item may no longer be cancellable even if tracking is not yet available. Shipped orders follow the return process. Custom or special-order products may become noncancellable when production or procurement begins.
Refused and undeliverable shipments
A shipment refused for reasons other than documented damage, or returned because of an incorrect address, missed appointment, failed access, or failure to accept delivery, may be treated as a voluntary return. Actual outbound and return freight, storage, reconsignment, and an applicable restocking fee may be deducted where permitted by law.
Shipping damage
Shipping damage is handled as a carrier claim, not as a voluntary return. Follow the inspection and reporting steps in the Shipping and Delivery Policy. Keep all packaging and provide requested photographs and documents. Depending on the facts, the remedy may be a replacement part, component replacement, exchange, repair coordination, or refund.
Defects warranty issues and missing components
- Defect. A manufacturing or performance concern after delivery is generally handled under the manufacturer warranty. Do not uninstall or alter the product unless instructed.
- Missing component. Compare all boxes, packing lists, and tracking numbers. Report a verified shortage within 7 calendar days after the final listed shipment arrives.
- Wrong item. Do not install or use it. Photograph the model and shipping labels and contact us promptly.
United Fireplaces may request diagnostic information required by the manufacturer. We do not promise onsite service or a particular outcome, but we will reasonably assist with the applicable return, damage, or warranty process.
Refund timing and method
Approved refunds are issued to the original payment method after the returned product is received and inspected and all applicable deductions are calculated. We generally process an approved refund within 3 to 10 business days after inspection. Your bank or payment provider may require additional time to post the credit.
Shipping, handling, expedited services, and other completed services are not refundable unless required by law or the charge resulted from our error. We may refuse or reduce credit for merchandise that does not match the authorized condition, but we will explain the reason.
Consumer rights
Nothing in this policy limits rights or remedies that cannot legally be waived. If a state or federal rule provides greater protection, that rule controls.
Contact
Return, cancellation, damage, and refund requests must be sent to support@unitedfireplaces.com. You may also call 1 (844) 545-7995, but written documentation is required to open and track a case.