Return & Exchange Policy

You must request to return your order within 30 days of your purchase.

Return Instructions:

1. Initiate Your Return: You must start the return process within 30 days of your purchase.
2. Condition of Items: Ensure that the items are new, unused, uninstalled, unopened, and in their original packaging. They must be in resalable condition.
3. Return Authorization: Once we receive, approve, and process your return request, we will provide you with a Return Authorization and specific shipping instructions, including the address to which you should send your items. The cost of return shipping will be your responsibility.
4. Shipping Items Over 100 lbs: Items weighing over 100 lbs must be returned via a common carrier or freight service, arranged by you. These products must be securely packaged in their original packaging and properly secured on a suitable pallet. Do not use FedEx or UPS Ground for these shipments.
5. Receiving Your Refund: Once we receive your items at the provided address, and they are confirmed to be in new, unused, uninstalled, unopened, and resalable condition, we will issue a refund for the approved returned items. This refund will be less any applicable restocking fees or additional shipping costs.
6. Important Note: Do not send your return to The Great Fire Company. If you send it to any address other than the one provided in your return instructions, you will incur additional shipping fees.

Non-Returnable Items:

1. Items labeled as final sale or "non-returnable" on the product page or at checkout.
2. Products eligible for parts under manufacturer warranty.
3. Items that have been installed or used in any way.
4. Items that are damaged.

Liabilities

When you are making a purchase from The Great Fire Company, you are acknowledging the following of the Exchange Agreement

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to The Great Fire Company the same day of the product being delivered.>
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
• I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
• I understand that if my order has left the warehouse, that I may not be able to receive a full refund.
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees plus any restocking fees, which vary by product.
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of The Great Fire Company.

The Great Fire Company is not liable for any damage that occurs to products during return shipments, unpacking, or installation (e.g., drops, scratches, dings). Please take care when removing your items from their packaging.

We strongly recommend hiring professional contractors to install any stoves or fireplaces. The Great Fire Company will not be responsible for any damage to persons or property resulting from incorrect installation of products.

Order Cancellation Policy

All orders are processed, packed, and shipped as quickly as possible, usually within 24 hours. and due to our heavily automated process aimed at providing fast service, we cannot guarantee that the fulfillment process has not begun once your order is submitted. You may incur additional costs to cancel your order. The Great Fire Company reserves the right to deduct the following costs associated with canceling your order:

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

These costs will be deducted from your refund. To clarify, we pay the shipping costs for your order upfront, and these are non-refundable. If you choose to cancel an order that has already been shipped, additional shipping fees will apply. While we do not charge for the original shipping fees, you will be responsible for any return shipping fees.

Damaged Item Policy and Instructions

You have to let The Great Fire Company know about broken items the same day they are delivered.

• If these steps aren't taken, The Great Fire Company won't be responsible for things that get broken during shipping.
• If you don't follow these steps, the costs of replacing broken things will not be paid.
• If any of these steps aren't taken, The Great Fire Company isn't responsible for any damage claims that are turned down.
• If your package looks badly damaged and the driver is still there, you MUST tell The Great Fire Company by going to our Report Shipping Damage Page the same day of delivery.

Take enough pictures of the broken boxes and packages. DO NOT ACCEPT THE DELIVERY. This is the fastest and best way to get a replacement. Write down what's broken on the goods bill or BOL and take a picture of it. Get in touch with The Great Fire Company right away about the refusal. Our team will send you a new one as soon as possible.

If you took delivery of a package that looks damaged or there was damage that couldn't be seen from the outside, you MUST call The Great Fire Company the same day the delivery happened.

Send us the pictures you took of the box before you opened it, as well as pictures that show the product's hidden damage. Extreme damage can be seen on the outside of the package. If you didn't refuse delivery, your damage claim may be rejected, and a replacement may not be sent. If the buyer signs for and accepts a delivery without marking any damage on the goods bill or bill of lading (BOL) that the driver gives them, they may be responsible for the damage and the delivery will be considered to be in "Good Condition." Since this is the case, we will file your damage claim right away and try to get you a replacement right away. Your damage claim will be accepted by The Great Fire Company as soon as possible, and they will let you know what to do with your damaged items. DO NOT THROW AWAY ANY BOXES, PAPER, OR PRODUCTS UNTIL WE TELL YOU OTHERWISE.

Exchange Policy

You have to ask us to exchange your item(s) within 30 days of when you bought them. If the item(s) you want to exchange HAVE BEEN SENT TO YOU: You have 30 days from the date of purchase to start the return process. The item(s) must be brand new, unused, removed, unopened, and in its original package. They must also be in good enough shape to be sold again. You will get return directions from The Great Fire Company, along with a pricey address to send your item(s). If you return an item that is new, unused, removed, unopened, entire, in its original package, and in good shape so that it can be sold again, The Great Fire Company will give you a refund for that amount that you can use on your next buy. You don't have to pay the refund fee.

Wrong Shipping Address Policy

• If your shipping information changes, you need to let us know the same day you buy something.
• If you didn't let us know the same day you made your order that your sending address was wrong, you may have to pay fees to have your package sent again.