Return & Refund Policy

We want you to love what you ordered

If something isn't right with your purchase, we're here to make it right. Here's everything you need to know about returns, refunds, and exchanges — no jargon, no runaround.

30

days to request a return from delivery

7

days to report damage or defects

48

hours to report concealed freight damage

5–10

business days for refund to appear

🚩 Inspect your delivery before you sign

This is the most important step in your order. Fireplaces ship by freight, and once you sign the delivery receipt clean, the carrier's liability ends and damage claims can no longer be filed.

  • Inspect the carton and the unit before the driver leaves
  • Note any damage, dents, punctures, or shortages on the Bill of Lading or delivery receipt before signing
  • Photograph the shipment while the driver is still present
  • If the damage is significant, you may refuse the delivery — note the reason on the receipt
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Report concealed damage within 48 hours of delivery. If you sign without noting damage and discover it later, we'll still do everything we can — but the carrier may decline the claim. Two minutes of inspection protects your entire purchase. See our full delivery guide →

Return eligibility

To be eligible for a return, your request must be submitted within 30 days of delivery and your item must meet the following conditions:

  • Unused and uninstalled, with all original tags attached
  • In its original packaging and in the same condition as received
  • Accompanied by your order number or proof of purchase
🏷️

Some items are non-returnable. Products discontinued by the manufacturer, and items marked as final sale or clearance at the time of purchase, cannot be returned or refunded. Where this applies, it is stated clearly on the product page before you buy.

Important: All returns require prior authorization. Please contact us before sending anything back — items returned without an RMA number cannot be accepted. Do not ship directly to the manufacturer.

Who covers return shipping & fees?

It depends on the reason for the return. Here's a clear breakdown:

We cover it

Item arrived damaged or defective

  • Return shipping covered by carrier insurance
  • No restocking fee
  • Full refund or free replacement
Customer covers it

Change of mind or no longer needed

  • Customer arranges and pays return shipping
  • 25% restocking fee applies
  • Original outbound shipping is not refunded
  • Refund issued on remaining balance
Freight returns on large units are expensive. Please confirm dimensions, wall clearances, and electrical requirements with us before ordering — we'll gladly help you get it right the first time, at no charge.

Damaged or defective items

If your item arrives damaged, defective, or stops working, contact us within 7 days of delivery so we can open a claim and get things moving.

  • Email support@lumiflares.com with your order number and clear photos of the item and packaging
  • We'll verify the claim and handle the carrier insurance process on your behalf
  • We'll arrange a replacement or full refund at no cost to you
  • Keep all original packaging until your claim is fully resolved
⏱

This 7-day window is separate from the 30-day return window. Damage and defects have their own timeline — don't wait to report them.

How to start a return

The process is simple and we'll guide you through each step.

1

Contact us — Reach out at support@lumiflares.com or call 877-879-9191 with your order number and reason for the return.

2

Receive your RMA — If your return is approved, we'll send you a Return Merchandise Authorization (RMA) number and shipping instructions within 5 business days.

3

Ship it back — Pack your item securely in its original packaging and send it to the address provided. Keep your tracking number for reference.

4

We'll inspect and confirm — Once we receive your item, we'll inspect it and email you within a few business days to let you know the outcome.

What if my return isn't approved? If an item doesn't pass inspection — for example, if it shows signs of use or installation — we'll let you know by email and return the item to you. If you have questions about the decision, reach out and we'll talk it through.

Refunds

Once your return is inspected and approved, your refund will be issued to your original payment method.

  • For damage or defect claims, your full purchase amount will be refunded
  • For change-of-mind returns, a 25% restocking fee will be deducted before the refund is issued
  • Refunds typically take 5–10 business days to appear, depending on your bank or card provider
  • If 10 business days have passed and you haven't seen it, check with your bank first — then reach out and we'll look into it

Exchanges

We offer direct exchanges for items that arrive defective or damaged. If you'd like the same model replaced, let us know within the 7-day damage window and we'll arrange it at no cost to you.

For a different model or product, we recommend starting a return and placing a new order.

Warranty coverage

Every fireplace we sell carries the full manufacturer's warranty. Manufacturer warranty periods generally begin on the date of installation, not the date of purchase.

  • Keep a record of your model number, serial number, and installation date — all three are required to process a warranty claim
  • We'll follow up after delivery to help you record them
  • Warranty repairs are performed by a qualified local technician; we file the claim, source the parts, and manage the process with the manufacturer
Not covered: Installation and start-up procedures — including log placement, air shutter adjustment, gas pressure settings, and venting configuration — are considered normal setup and fall outside product warranty.

A note on processing times

Lumiflares is an authorized dealer — not the manufacturer — for the brands we carry. For specialized refund or warranty requests, we work directly with our brand partners on your behalf. We'll always keep you updated, and we appreciate your patience while we coordinate to get things resolved correctly.

📞

Questions? We're happy to help.

Call us at 877-879-9191 or email support@lumiflares.com — our team will guide you through every step of the process.

Lumiflares is a brand of Clearway Commerce LLC
73 Turnpike Street, Suite 1110, North Andover, MA 01845, United States