Returns & Exchanges
At Luxe Fireplaces, we want you to be completely satisfied with your purchase. If your new fireplace or accessory does not meet your expectations, we offer a 30-day return policy for items in their original, uninstalled condition.
Initiate Your Request
Contact our concierge team within 30 days of delivery to request a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
Prepare for Transport
Carefully repackage your item in its original crate or box, ensuring all manuals, remote controls, and hardware components are included to avoid restocking fees.
Schedule Pickup
For oversized hearth units, we will coordinate a specialized freight carrier to collect the item from your property; smaller accessories can be sent via standard insured parcel.
Inspection and Refund
Once our warehouse team inspects the unit for damage and verifies its condition, your refund will be processed to the original payment method within 7-10 business days.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing