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Returns and Refund Policy

**United Fireplaces is here to help with any questions you may have. Our staff is available by phone (844) 545-7995 Monday - Friday 9 - 5 est. All email inquiries are responded to within 24 hours at: support@unitedfireplaces.com.

United Fireplaces and its affiliates offer a 30 day return policy. Items MUST be returned in the original packaging in new condition, or a 20% restocking fee will be charged. 

Cancellation Policy:

  • If you need to cancel an order, please email: support@unitedfireplaces.com as soon as possible. Please include in your email your order number. Once your order is confirmed and cancelled, we will provide you with confirmation via email. All order cancellations must be received via email. This allows us to have a date/time stamp of your request in the unlikely event that the order has already been shipped from our warehouse. If your order has not shipped, you will receive a refund within 24 hours of request.   
  • Unfortunately, orders cannot be cancelled after they have been shipped. If an order is requested to be cancelled after it has been shipped, you will be responsible for roundtrip shipping charges, a possible 20% restocking fee as imposed by the warehouse.

Damage Policy:

  • If you receive a damaged or defective item or are missing parts, contact: support@unitedfireplaces.com within 24 hours of delivery for further instructions. All damage/defect issues do require email correspondence for resolution. Please keep all original packing materials and cartons available for repacking a return if that becomes necessary. We will make every effort to resolve the problem to your satisfaction. Replacements and/or replacement parts are sent as soon as possible.
  • United Fireplaces makes every effort to provide high quality images to assist you in selecting your item. Some images may vary in color depending on your monitor color settings. Images can also vary on the web from how the actual item appears in your home depending on natural or artificial lighting. If precise colors are crucial to your order, please contact us by phone or e-mail for additional assistance.
  • Our staff is fully trained to offer any assistance you may need. Our excellent packaging and shipping record are an indication of our commitment to reduce damage incidents. Pictures are requested in the event of damage. All damage must be reported to receive the appropriate resolution. 
  • If a replacement is declined and you would prefer to cancel your order you may do so under the following conditions. Once the return is checked in at one of our warehouses, we will issue a refund. The refund will be processed within 24 hours. This refund will be less than the restoring fee and our actual shipping fees. Keep in mind we are not responsible for any damage which is not reported within 24 hours of arrival and/or noted on the delivery slip. We absolutely need all documentation to note the damage, as it is the easiest way for United Fireplaces to complete your claim with the shipping companies. If the items are not noted as damaged, and received in your possession, it again becomes very difficult to report any noticeable or unseen damage, so it is very important to inspect all packaging immediately upon receipt. Damage reported after 30 days of shipment receipt will not be entertained. Once items are in your possession, there is no way our team can ensure the products were not damaged on site or upon installation and will not be able to issue any return or report a claim with the shipping companies. We will do our best to replace these items, but these items will be at the cost of the customer, and could have extended lead times, as many of these items are manufactured together and not as individual pieces. 
  • If you wish to return a product, you are required to e-mail support@theusticfire.com for a Return Authorization Number and further instructions. Your refund will not be processed without a Return Authorization Number.

 

Return Policy:

 

  • If you are not satisfied with your order, you may return the item/s in its original packaging within 30 days of receipt of the order. We WILL NOT accept returns on used items or items which have been installed. *Credits cannot be issued for items which are used, assembled or installed. All items not returned in re-saleable condition will be reported to the customer and further instructions will be sent. *
  • The shipping and handling charges will not be refunded, and certain restocking fees may also be assessed depending on the item and the respective manufacturers’ policy (with maximum of 20%). While our orders are offered with free shipping, please be aware that if you return one of these products, our actual outbound shipping costs will be deducted from your refund. You will also be responsible for the return shipping charges.

If you need to return an item, please contact us at support@unitedfireplaces.com with your order number and details about the product you would like to return. We will provide you with return instructions and Return Authorization Number that must be included with your order.

All items shipped back to United Fireplaces should be fully insured with the carrier you choose. Credits cannot be issued for items which are used/assembled/installed or items not returned in re-saleable condition.

If your order arrives Damaged:

  • If you receive a damaged or defective item or are missing parts, contact support@unitedfireplaces.com within 24 hours of delivery for further instructions. Please keep all original packing materials and cartons available for repacking a return if that becomes necessary. We will make every effort to resolve the problem to your satisfaction. Replacement units and/or replacement parts are sent as soon as possible.
  • United Fireplaces makes every effort to provide high quality images to assist you in selecting your item. Some images may vary in color depending on your monitor color settings. Images can also vary on the web from how the actual item appears in your home depending on natural or artificial lighting. If precise colors are crucial to your order, we suggest contacting us by phone or e-mail for assistance.
  • Our staff is fully trained to offer any assistance you may need. Our excellent packaging and shipping record are an indication of our commitment to reduce damage incidents. Pictures are requested in the event of damage.
  • If a replacement is declined and you would prefer to cancel your order you may do so under the following conditions. Once the return is checked in at our warehouse we will issue a refund. This refund will be less restocking fee and actual shipping charges. Keep in mind we will not be able to report any damage not reported within two days of arrival on freight, or LTL items and 30 days for any items shipped via ground service. All damaged items are recommended to be inspected upon arrival and any damages reported to support@unitedfireplaces.com. 
  • If you wish to return a product, you are required to e-mail support@unitedfireplaces.com for a Return Authorization Number and further instructions. Your refund will not be processed without a Return Authorization Number.

United Fireplaces recommends that all products are installed by a licensed installer. Please review all model manuals and the installation guide to ensure products are installed correctly. United Fireplaces is not responsible for any errors in installation or incorrectly purchased products to be used for installation. Manufacturer's guides should always be used to verify required materials and products prior to installation.

Contact United Fireplaces at: 

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