When you make your payment via email or phone, this order is final. Once payment is made your order will be processed, there are no refunds. Please ensure before you pay that you understand our refund policy.
To be eligible for a return if there is a fault with your fireplace, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@suspendedfires.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@suspendedfires.com
Damages and issues
Please inspect your order upon receiving it within 3 days, and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return if the product is faulty, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.