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We want you to love your new fireplace. If you're not completely satisfied, you can return it under the conditions below.
You have 30 days from the date of delivery to request a return or exchange, no reason required.
To be eligible for a return, your item must be:
Return shipping costs are the customer's responsibility, except for damaged, defective or incorrect items (see below).
Please inspect your order on delivery. If your item arrives damaged or defective, or if you received the wrong item, contact us as soon as possible (ideally within 48 hours of delivery) at support@firestoneliving.com with your order number and photos of the issue. We will arrange a replacement or a full refund at no cost to you, including any return shipping.
Please do not send any item back before receiving our confirmation. Returns sent without prior approval cannot be processed.
Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days of approval. Depending on your bank or card issuer, it may take 7–14 business days for the refund to appear on your statement.
Original shipping is free, so no shipping charges are deducted from your refund.
If you'd like a different size or color, contact us at support@firestoneliving.com. Once your return is approved and received, we will ship the replacement item, subject to availability.
Items that have been installed, used, damaged by misuse, or returned incomplete or without their original packaging may be refused or receive a partial refund reflecting their condition.
Questions about a return? Email support@firestoneliving.com or call +1 862-308-2140, Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET), excluding U.S. federal holidays.