Refund and Returns Policy for Artisan Luxury Fireplace

Effective Date: January 18, 2025

At Artisan Luxury Fireplace, we strive to provide high-quality products and exceptional customer service. If for any reason you are not satisfied with your purchase, we have created this Refund and Returns Policy to guide you through our process.

1. Returns Eligibility

You are eligible to return products within 30 days of receipt, provided that the following conditions are met:

  • The product is unused, in its original condition, and in the original packaging.
  • The product is not marked as non-returnable or final sale at the time of purchase.

Certain products, such as custom-made or personalized items, may not be eligible for return. Please check the product description for any exclusions.

2. How to Return a Product

To initiate a return:

  1. Contact Us: Reach out to our customer service team at contact@artisanluxuryfireplace.com or call (256) 760-6610 within 30 days of receiving your order.
  2. Return Authorization: Our team will provide you with a Return Authorization (RA) number and instructions on how to return the item.
  3. Return the Item: Ship the item back to us using a traceable shipping method. Please note that you will be responsible for return shipping costs, unless the return is due to a defective product or an error on our part.

3. Refund Process

Once we receive the returned product and confirm that it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method. Please allow up to 7-10 business days for the refund to be reflected in your account.

  • Restocking Fees: In some cases, a restocking fee may apply to returned items, depending on the condition of the product and the reason for the return. This fee will be communicated to you at the time of the return authorization.

4. Damaged or Defective Items

If your product arrives damaged or defective, please contact us immediately. We will arrange for a replacement or a full refund, depending on your preference and product availability. In these cases, return shipping costs will be covered by us.

Please retain all original packaging and documentation when reporting a damaged or defective item.

5. Exchanges

Currently, we do not offer direct exchanges. If you would like to exchange a product, we recommend returning the original item for a refund and placing a new order for the desired item.

6. Non-Returnable Items

Some products are non-returnable, including:

  • Custom-made or personalized items
  • Gift cards
  • Clearance or final sale items

Please verify the product description or contact us for clarification before making your purchase.

7. International Returns

We currently accept returns only for orders placed within the United States. Unfortunately, we are unable to offer returns or exchanges for international orders at this time.

8. Changes to This Refund and Returns Policy

We reserve the right to modify or update this Refund and Returns Policy at any time. Any changes will be posted on this page with the updated effective date. Please review this page periodically for updates.

9. Contact Us

If you have any questions or need assistance with a return or refund, please reach out to our customer service team: