Return Policy
At Nation Fireplace, we strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, you may request a return in accordance with the terms below.
30-Day Return Window
You have 30 calendar days from the date of delivery to request a return.
After 30 days, we are unable to accept returns or issue refunds.
Eligibility for Returns
To be eligible for a return, the item must:
- Be in new, unused condition
- Be in the original packaging
- Include all original parts, accessories, manuals, and documentation
- Not be installed, assembled, or modified
- Be accompanied by proof of purchase (order confirmation or receipt)
Non-Returnable Items
Certain items are not eligible for return, including:
- Items that have been installed, used, or altered
- Custom-built, special-order, or made-to-order products
- Clearance or final sale items (if applicable)
How to Initiate a Return
To request a return, please contact us at:
Email: sales@nationfireplace.com
Please include your order number and reason for return.
Important: Do not send items back without prior authorization. Once approved, we will provide return instructions and the appropriate return address.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Restocking Fee
Approved returns may be subject to a restocking fee of up to 25%, depending on the product type and supplier policies.
Any applicable restocking fee will be clearly communicated and deducted from your refund.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or credit card provider may require additional time to process the refund.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery at sales@nationfireplace.com
Please include photos of the item and packaging. We will work to resolve the issue promptly, which may include a replacement, repair, or refund.
Exchanges
We do not offer direct exchanges.
To replace an item, please return the original product (if eligible) and place a new order.
Contact Us
If you have any questions regarding this policy, please contact us:
Email: sales@nationfireplace.com
Address:
3455 Keith Bridge Road
Cumming, GA, United States