Refund Policy

General Rules for Refunds

Must be reported within 30 Days of the Delivery Date. We cannot accept any Return Requests after this mark.

Any orders that are canceled or refused after the product has already been shipped out will incur the corresponding restocking fee or return shipping fees outlined below. 

If an incorrect shipment address or phone number is provided by the customer, and as a result, the freight carrier cannot deliver the package, the shipment will need to be returned to the warehouse and the corresponding restocking fee outlined below will apply.  

A minimum of 15% restocking fee will be applied to any Returns. For restocking fees for all brands see the table below.

Only uninstalled, unused Products in the original packaging with the box and pallet are subject to this Return Policy. If a Product has been used or installed, it cannot be returned.

Made-to-order products and custom-made-orders can not be returned or canceled once ordered. 

Products that have not been shipped are subject to our cancellation policy, see more details below.

 

Ti innitiate a refund contact us via email at with your order number and request at customer@firecomfort.com or send us mail at our physical address:

2810 N Church St PMB 68189, Wilmington DE 19802  and we will send over the authorization form you need to request the refund.

REFUND PROCESSING

Refunds are processed once our warehouse receives, inspects, and restocks the product

Refunds will be credited to the original payment method and can take up to 3-7 business days to reflect on your statement. Return restocking fees are not refundable

RETURN POLICY

Unused, uninstalled, and resalable in new conditions and in the original packaging may be returned for a refund within 30 days of delivery unless otherwise noted on the product page or below*.

Returns must be initiated within 30 days of delivery. We cannot accept any returns after that timeframe.

All returns must be initiated via email. Please email: customer@firecomfort.com with your order number in the subject line.

All product(s) must be returned in their original packaging and never been used or installed. 

Larger appliances need to have the pallet for returns. If a product is used or installed, or does not have the box and pallet, it cannot be returned.

Photos and video Required - Our customer support staff may ask for photos and video of the item(s) you are returning. This is required for processing returns and if no photos can be submitted a return will be denied. 

All returns are subject to a restocking fee. These fees are dependent on the brand you purchase:

You as the buyer will have to manage and pay for shipping fees for returned items

Made to Order and custom made orders can not be returned.

Brand	Restocking Fee
Aleko	30%
Alfi Brand	20%
Amantii	30%
Amerec	20%
American Fyre Designs	30%
	30%
AOG	30%
Athena Fireglass	30%
Auroom	30%
Bathology	30%
Bromic	30%
Century	30%
Dimplex	30%
Drolet	30%
Duravent	30%
EcoFlow	30%
Empire Comfort Systems	30%
Enervex	30%
Englander	30%
FireMagic	30%
Gods of the Woods	30%
Grand Canyon Gas Logs	30%
Green Mountain Grills	30%
Haljas Houses	30%
Harvia	35%
HAS	30%
Huum	30%
Kohler	30%
Le Griddle	30%
LeisureCraft	30%
Louisiana Grills	30%
Majestic	30%
Modern Flames	30%
Mr Steam	30%
Napoleon Fireplaces	30%
New England Chimney	30%
Pilgrim	30%
Primo	30%
Pro Saunas	30%
Real Fyre	30%
Remii	30%
Sierra Flame	30%
Steamist	30%
Summerset	30%
Sunray Sauna	30%
Superior Fireplace	30%
The Outdoor Plus	30%
ThermaSol	30%
Thermory Sauna	30%
True Flame	30%
Valencia Theatre Seating	30%
ZLINE	30%
All other Brands	30%

 

CANCELLATION POLICY

If you wish to cancel and order please take the following steps:

Send an email to customer@firecomfort.com or call us at 1-888-508-2896.

Include your order number from your confirmation email

Ask for a cancellation of the order

Customer support will review your request and reply within 24 hours.

Cancellations - There is a 15% cancellation fee for all orders. Orders are processed from our warehouse the moment they are received. The shipping team preps the products and tracking numbers which is the reason for this fee. 

Cancellations of Custom Orders and Made-to-order Products

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Refer to the table above for brands with custom or made-to-order products.

These units are custom made to your specification or created once you order. Once you place your order we start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products.

Shipped Product(s): 

Once an order ships it is subject to a restocking fee.

If the order is canceled once shipped, or the delivery is refused, or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return.

The customer will be refunded the net of the restocking fee as listed above.

Refusing a shipment due to damaged will not be treated as a return and will be subject to our damaged products policy.

 

PRODUCTS NOT ELIGIBLE FOR RETURNS:

Any product(s) that have been modified

Any product(s) that are not in a resalable condition

Any product(s) not that is not accompanied by an order number

Any product(s) that is not in the original box with sufficient packaging materials

Any product that is regarded as a sample

ZLINE accessories are non-returnable, including but not limited to: Griddles/Grills, Brass Burners, Chimney extensions, Chimney short kits, Crown moldings, Filters, Trim Kits, Range Doors, Finish Samples, T95 & T85 Motors

Any sauna accessories are not-returnable

 

DAMAGED PRODUCTS POLICY

If you receive a damaged product, please follow these easy to follow steps:

If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package and note the damages with the delivery driver on the Bill of Lading or Freight Bill.

No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to our customer support right away.

Email our customer support team at: customer@firecomfort.com with your order number, issue, and clear photos or videos.

Customer support will assist you within 24 hours and send a replacement unit to your shipping address.

IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. If damage is reported after the 24 hour mark, the claim will be denied.

 

EXCHANGE POLICY

General Rules for Exchanges

Must be reported within 30 Days of Delivery. We cannot accept any Exchange Requests after this mark.

A minimum of 30% restocking fee will be applied to any Exchanges. Refer to the restocking fees by brand above.

Only uninstalled, unused Products in the original packaging with the box and/or palate are subject to this Exchange Policy. If a Product has been used or installed, it cannot be exchanged.

How We Process Exchanges

Arrange to have the returned product(s) picked up

Warehouse team receives the product and checks that the product is in new condition 

Customer receives a refund, less the Restocking Fee. 

Customer processes a new order for the exchange item.

SHIPPING TIMES

You can access our full shipping policy here: https://firecomfort.com/policies/shipping-policy

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based on information from freight companies, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Avide Home's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience. You can 

 

CHARGEBACKS

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact customer@firecomfort.com for any questions.