Accuracy: We strive to provide accurate product information and pricing on our website. However, errors can occur. In the event of a pricing or product description error, we reserve the right to correct the error and notify you. You will then have the option to proceed with the order at the corrected information or cancel for a full refund.
Pricing Changes: Prices are subject to change without notice. Once an order is placed, price adjustments cannot be applied.
Product Representation: We make every effort to display products accurately. However, variations in color, finish, and texture may occur due to photography and screen differences. Product images and descriptions are for informational purposes only.
Order Processing and Payment
Order Confirmation: You will receive an email confirmation upon placing your order. This confirmation does not guarantee acceptance of your order.
Payment: Payment is processed at the time of order placement.
Order Changes and Cancellations:
We process orders quickly. Requests for order changes or cancellations must be submitted as soon as possible.
We will make every effort to accommodate your request, but we cannot guarantee cancellations or changes once processing has begun.
If an order has already shipped, it cannot be cancelled. In this case, our Return Policy will apply.
Cancellations may be subject to a processing fee to cover costs incurred.
Shipping / Delivery
Shipping Area: We currently ship to the contiguous United States. For shipping outside this area, please contact us for a quote.
Shipping Methods: We use various shipping carriers depending on the product size and destination. We will choose the most appropriate carrier unless otherwise agreed upon.
Shipping Times:
Shipping times vary depending on product availability and carrier schedules. Estimated shipping times are provided for your convenience but are not guaranteed.
If you require delivery by a specific date, please contact us before placing your order to discuss available options and any potential expedited shipping costs.
Delivery:
Smaller items are typically shipped via standard ground carriers.
Larger or fragile items may be shipped via freight. Freight deliveries are typically curbside delivery. This means the driver will deliver the item to the curb at the delivery address. You are responsible for moving the item from the curb to your desired location.
Freight carriers will usually contact you to schedule a delivery appointment. It is important to provide a valid phone number at checkout.
Additional services such as liftgate delivery or inside delivery may be available for an additional fee. Please contact us for details.
Shipping Costs:
Shipping costs will be calculated and displayed at checkout.
Promotional “free shipping” offers may apply to certain products or orders. Please check the specific offer details.
Receiving Your Shipment
Inspection: It is crucial to inspect your shipment upon delivery.
Ground Deliveries: Inspect all packages for any external damage before signing for the delivery. If there is visible damage, note it on the delivery receipt before signing.
Freight Deliveries:
Carefully inspect the shipment for any damage before signing the delivery receipt.
Note any damage or shortages on the delivery receipt before the driver leaves.
If the damage is severe, you have the right to refuse the shipment. If you refuse the shipment, please contact us immediately.
Concealed Damage: If you discover concealed damage after unpacking the item, you must notify us within 48 hours of delivery.
Documentation: Take photos of any damage to the packaging and the product. This documentation will be required for any damage claims.
Liability:
Once a shipment has been delivered and signed for (or delivered without a signature if authorized), we are not responsible for any damage that occurs during unpacking, installation, or subsequent use.
We recommend that you do not schedule installation until you have received and inspected your order. We are not responsible for any costs incurred due to delays caused by damaged or missing items.
Returns
Return Eligibility:
Most unused, unopened, and resalable items in their original packaging may be returned within 14 days of delivery.
The following items are generally not eligible for return:
Custom or made-to-order items
Items that have been installed or used
Clearance or final sale items
Certain parts or components (check with us)
Return Process:
To initiate a return, you must contact us to request a Return Authorization (RA) number.
Returns will not be accepted without a valid RA number.
You are responsible for the return shipping costs.
Returned items must be securely packaged to prevent damage during shipping. We recommend insuring your return shipment.
Refunds:
Once we receive and inspect the returned item, we will process your refund.
Refunds will be issued to the original payment method.
Original shipping costs are non-refundable.
Returns may be subject to a restocking fee of 25% to cover handling and processing costs.
Damaged Returns:
If a returned item is received damaged, we may not be able to issue a full refund.
Warranty
Manufacturer’s Warranty: Most products are covered by the manufacturer’s warranty. Warranty details vary by product and manufacturer. Please refer to the manufacturer’s documentation for specific warranty information.
Warranty Claims:
We will assist you in processing warranty claims with the manufacturer.
Warranty claims are subject to the manufacturer’s policies and approval.
We are not responsible for labor costs or other expenses associated with warranty claims.
Limitation of Liability
To the fullest extent permitted by law, store.thefireplacesolution.com shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to the use of our website, the purchase of our products, or any other matter relating to our business.
Fraudulent Activity and Chargebacks
We take fraudulent activity seriously. Fraudulent activity includes, but is not limited to, unauthorized use of payment methods, providing false information, and improper chargebacks.
We consider chargebacks without prior attempts to resolve the issue with us as potentially fraudulent.
We will investigate any suspected fraudulent activity and take appropriate action, which may include contesting chargebacks, suspending orders, and pursuing legal remedies.
You are responsible for all costs associated with fraudulent activity, including but not limited to, shipping costs, processing fees, and collection costs.
