Refund policy
1. Made-to-Order Products (No General Returns)
All products sold by Fireplace Fantasies are custom made to order. Items are produced specifically for you after your purchase is completed.
Due to the custom nature of our products:
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We do not accept returns.
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We do not offer exchanges.
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We do not provide refunds for buyer’s remorse.
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We do not provide refunds for incorrect size selection.
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We do not provide refunds for incorrect color selection.
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We do not provide refunds for orders placed by mistake.
All sales are considered final unless the product is defective or damaged.
2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, misprinted, materially defective, or incorrect due to our error, you must notify us within 7 days of delivery.
To submit a claim, email:
Include:
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Your order number
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Clear photos of the product
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Clear photos of the packaging (if damaged)
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A description of the issue
Failure to provide adequate photographic evidence may result in denial of the claim.
If your claim is approved, we will, at our sole discretion:
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Issue a replacement at no cost, or
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Issue a refund to the original payment method
We reserve the right to determine whether a replacement or refund is appropriate.
3. Claims Window
All damage or defect claims must be submitted within 7 days of confirmed delivery.
Claims submitted after 7 days may be denied.
Orders marked as “delivered” by the carrier are considered received.
4. Incorrect Address & Failed Delivery
Customers are responsible for providing a complete and accurate shipping address at checkout.
Fireplace Fantasies is not responsible for:
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Orders shipped to incorrect addresses provided by the customer
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Packages marked as delivered by the carrier
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Lost or stolen packages after confirmed delivery
If an order is returned to sender due to an incorrect or insufficient address:
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The customer is responsible for reshipping costs
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Original shipping fees are non-refundable
5. Size & Fit Disclaimer
Customers are responsible for reviewing all sizing charts prior to purchasing.
We do not offer refunds or exchanges for sizing issues.
Minor measurement variations (up to 1–2 inches) are considered acceptable manufacturing tolerance and do not qualify as defects.
6. Color & Print Variations
Actual product colors and print placement may vary slightly due to:
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Screen settings
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Lighting conditions
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Printing process variations
Minor color differences or small placement variations are not considered defects.
7. Shipping Delays
We are not responsible for shipping delays caused by:
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Shipping carriers
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Customs processing
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Weather conditions
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Peak season demand
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Events outside of our control
Shipping times displayed at checkout are estimates only.
Refunds will not be issued for carrier delays.
8. Order Cancellations
Orders may only be canceled within 1 hour of purchase, provided production has not begun.
Once an order enters production, it cannot be canceled or modified.
9. Fraud Prevention & Abuse
We reserve the right to:
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Deny refund requests suspected of abuse
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Refuse service to customers engaging in fraudulent or abusive behavior
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Require additional verification before issuing refunds
Chargebacks filed without first contacting us may result in:
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Submission of order confirmation and delivery evidence to the payment processor
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Permanent refusal of future service
10. Refund Processing
If a refund is approved:
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Refunds will be issued to the original payment method only
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Processing may take 5–10 business days depending on your financial institution
Shipping costs are non-refundable unless the issue was caused by our error.
11. Limitation of Liability
Fireplace Fantasies’ liability is limited to the purchase price of the product ordered.
Under no circumstances shall Fireplace Fantasies be liable for indirect, incidental, or consequential damages arising from the use of our products.
12. Contact Information
For all refund or order inquiries, please contact:
Fireplace Fantasies
Email: cs@fireplacefantasies.com
Response Time: 1–3 business days