Return Policy

At Nation Fireplace, customer satisfaction is important to us. We stand behind the quality of the products we sell and are committed to delivering a fair and transparent return process. Please review our return policy carefully before placing your order.

Return Eligibility

To be eligible for a return, the following conditions must be met:

• The item must be unused, uninstalled, and in brand-new condition
• The item must be returned in its original packaging, including all manuals, accessories, parts, and documentation
• The product must not have been used, assembled, burned, installed, or modified in any way
• The return request must be submitted within 30 days of delivery confirmation

Returns that do not meet these conditions will be rejected.

Non-Returnable Items

The following items are final sale and not eligible for return:

• Custom-made or built-to-order products
• Clearance or discounted items
• Gas, wood, propane, or electric fireplaces that have been installed or tested
• Special order items sourced from manufacturers
• Fire glass, burners, gas logs, and media once opened
• Products showing signs of use, installation, or damage

How to Request a Return

To start a return, email us at:

return@nationfireplace.com 

Include the following information in your email:

• Full Name
• Order Number
• Reason for Return
• Photos of the product and packaging

Do not return any item without written authorization. Returns sent without approval will be refused.

Return Shipping

Customers are responsible for all return shipping costs.

We do not provide prepaid return labels.
We do not cover shipping fees.

We strongly recommend using an insured and trackable shipping method. Nation Fireplace is not responsible for lost or damaged return shipments.

Restocking Fee

All approved returns are subject to a 25% restocking fee.

Original shipping costs are non-refundable.

Refunds

Once we receive and inspect the returned item:

• If approved, a refund will be issued to the original payment method
• Refunds will be processed within 2 days after inspection
• Damaged, used, incomplete, or improperly packaged returns will be denied

Damaged or Incorrect Items

You must notify Nation Fireplace of any damaged items on the same day your order is delivered.

Nation Fireplace is not responsible for transit-related damage claims if the procedures below are not strictly followed. Any costs resulting from damaged items will not be covered if these steps are not completed. Failure to follow the procedures may result in a denied damage claim, for which Nation Fireplace will not be responsible.

If Your Package Appears Severely Damaged and the Driver Is Present:

1. Notify Nation Fireplace the same day as delivery by submitting a claim through sending us an email at return@nationfireplace.com.

2. Take clear photos of all damaged boxes and packaging.

3. Refuse the delivery (this is the fastest and most effective way to receive a replacement).

4. Clearly describe the damage on the freight bill/Bill of Lading (BOL) and take a photo of the signed document. Your Note should state: "Refused due to damage."

5. Contact Nation Fireplace immediately after refusing the delivery. Once notified, we will arrange for a replacement shipment as quickly as possible.

If Your Package Appears Severely Damaged but You Accepted the Delivery:

1. Notify Nation Fireplace within 2 business days.

2. Provide photos taken before opening the package(s), along with photos showing the damaged product.

⚠️ Important:
If the external packaging shows visible and extreme damage and the delivery was accepted instead of refused, your damage claim may be denied, and a replacement may not be issued. Any shipment signed for without damage noted on the freight bill/BOL may be considered delivered in “Good Condition” and may become the responsibility of the purchaser.

In this case, we will submit your damage claim as quickly as possible and attempt to have a replacement shipped if approved. Nation Fireplace will contact you with next steps once the claim is reviewed.

If You Accepted the Delivery and Damage Was Not Visible (Concealed Damage):

1. Notify Nation Fireplace within 2 business days.

2. Provide photos taken prior to opening the package(s), along with photos clearly showing the concealed damage to the product.

⚠️ Important:
If the external packaging shows visible and extreme damage and the delivery was accepted without notation on the freight bill/BOL, your damage claim may be denied, and a replacement may not be issued.

If eligible, we will submit your damage claim promptly and notify you of the outcome and next steps.

VERY IMPORTANT:

DO NOT discard any packaging materials, boxes, or damaged products.
All items must be kept until Nation Fireplace provides further instructions, regardless of whether the claim is accepted or denied.

Exchanges

YOU MUST REQUEST TO EXCHANGE YOUR ITEM/S WITH US WITHIN 30 DAYS OF PURCHASE.

If you HAVE RECEIVED the item/s that you wish to exchange:

• You must initiate the exchange process within 30 days of purchase.
• The item/s MUST be new, unused, uninstalled, unopened and complete in its original packaging, in resalable condition.
• You will receive return instructions from Nation Fireplace, with a specific address to ship your item/s to at your cost. Once your item/s have been received in new, unused, uninstalled, unopened and complete in its original packaging, in resalable condition, you will receive a credit to Nation Fireplace in the amount of your returned items to go towards your next purchase.
• We will waive the restocking fee.

If your items are in TRANSIT:

• You must initiate the exchange process before your items are delivered.
• Refuse the delivery before the items are taken off of the truck.
• When your item/s you wish to exchange have been received back to the warehouse, you will receive a credit for the items you wish to exchange, and that will go towards your next purchase.
• We will waive the restocking fee.

If your items HAVE NOT been shipped:

• You must initiate the exchange process before your items have shipped.
• Nation Fireplace will use your exchanged item/s credit towards your next purchase.
• We will waive the restocking fee.

Cancellation Policy

You must request to cancel your order on the same day the purchase is made.

Orders are processed, packed, and shipped as quickly as possible through a highly automated fulfillment system. Once an order is submitted, we cannot guarantee that the fulfillment process has not already begun. As a result, cancellation requests submitted after purchase may be subject to additional fees.

Nation Fireplace reserves the right to deduct any costs incurred as a result of canceling an order, including but not limited to:

• Processing fees
• Return shipping costs
• Return freight shipping costs
• Restocking fees

These charges will be deducted from your refund amount.

Please note that shipping costs are paid by Nation Fireplace upfront and are non-refundable. If your order has already shipped and you choose to cancel, additional shipping charges will apply. While we do not charge customers for the original outbound shipping, you will be responsible for all return shipping and freight costs associated with the cancellation.

Contact Information: