Please inspect your fireplace unit immediately upon receipt for shipping damages and notify FireplacesHQ immediately if there is damage.
Returns/refunds will NOT be accepted for damage claims received past 14 days after delivery.
Return Authorizations must be requested within 30 days of delivery. Touchstone (Manufacturer) will not issue a Return Authorization if the request is received more than 30 days after delivery.
You must contact Fireplaces HQ for a Return Authorization number (RA#) by calling our Customer Service at 818-924-5975.
Please make sure the Return Authorization number is written on the outside of the box you send back to Touchstone Home Products. Returns without an RA# will be refused.
There is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or shipping damage. Any items that are returned without a return authorization will be refused and refund will not be issued.
While Fireplaces HQ includes Free Ground Shipping on all fireplace units at no extra charge, the customer is responsible for all shipping costs tied to the return of the fireplace back to Fireplaces HQ, as well as the original shipping costs from Touchstone to the customer.
The fireplace unit must be returned in its original packaging. Returns of fireplace units without the original box and foams will be denied.
Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY THE MANUFACTURERS TOUCHSTONE HOME PRODUCTS.
ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.