At Hearth Distributors USA Company, we value our customers and want to ensure that they are satisfied with their purchase. If you are not completely satisfied with your purchase, we will accept returns within 30 days of delivery. All returns must be pre-approved with a Return Merchandise Authorization (RMA) and all items must be returned in manufacturer packaging. Returns are subject to a 20% re-stocking fee, which will be applied upon receipt and inspection of the item. We do not accept returns on special order items. If you have any questions about our return policy, please contact our customer service team.
It is the responsibility of the customer to return the product in the same new/undamaged condition in which it was received. If a return product is received damaged in shipping, it will not be eligible for a credit. We are not responsible for items received with damage. Additionally, items that have been damaged due to weather will not be covered under manufacturer’s warranty, and are not returnable at any time. Finally, the following items are not returnable at any time for any reason, if they have been installed or burned: gas logs, gas burners, gas stoves, wood burning stoves, fireplaces, fireplace inserts, chimeneas, fire pits, grills, smokers, any other product associated with gas (natural or propane) or fire.
We understand that our customers want to be confident that they are making a wise investment when they purchase one of our products.However, we want to be clear that once an item has been installed and/or burned, it becomes the responsibility of the customer. This is a liability issue for us, and we cannot be held liable for any damaged or defective items. If there is a problem with an item, we will be happy to help the customer file a warranty claim with the manufacturer. We want our customers to be satisfied, but we also want to protect ourselves from liability. We hope this policy is understood and respected. Thank you for your business.
