At Novel Fireplaces we strive to make your shopping experience enjoyable and hassle-free. If your purchase did not meet your expectations, we are here to help you!
If you're not satisfied with an item that you purchased from us, you can return it within 30 days after delivery for a full refund*, as long as the item:
- Is in its original saleable condition and packaging
- Is not assembled or modified in any way
- Has all its original accessories and documents
A 15% restocking fee will be applied if the item you wish to return does meet the above criteria.
To initiate the return process:
- Submit your return request using our RMA form within 30 days of delivery.
- You will receive an email confirming that the return request has been accepted or denied within one business day.
- A return shipping label, and detailed instructions will be emailed to you within one to two business days.
- Upon receiving and inspecting the return, your refund will be issued within one to two weeks.
- Any items returned outside of this process or period are not eligible for a refund.
Items that are not eligible for return include:
- Clearance items
- Custom-made and made-to-order products
- Items marked “non-returnable” in the item description
- Used items, or items that have been installed or assembled
We will issue a refund back to your original method of payment in the amount of the original order - minus inbound and outbound shipping fees, along with any associated fees (missed delivery and/or storage fees, restocking fees, etc).
If the product you’ve returned is ineligible for a refund, we will notify you as soon as possible.
You may cancel your order free of charge within 24 hours of the order being placed and as long as the order has not been physically shipped.
Pre-Ordered & Backordered Items
You may cancel your order at any time up until the day the new inventory arrives at the warehouse. Please note that once the order enters the shipping queue, cancelled orders will be subject to our standard return procedure.
- If your order has been shipped, our standard return procedure applies.
- Refunds will only be issued to the original credit card that you use when placing your order.
To request a cancellation, please email firstname.lastname@example.org