How do I return an item?

Return Policy:

Customer satisfaction is our top priority and we strive to satisfy your requirements. We have a 30 Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in original packaging may be returned for a refund within 30 days of the order date. The returned item must be in the original box, unused and unopened with all the paperwork. We will refund the product price less 25% restocking fee only. There is no refunds on any shipping cost. If a outbound shipping cost was incurred to us that fee will be deducted from your refund. The customer will be responsible for paying for the return shipping cost to us. Any free products such as free remotes, gift cards or any other promotions must be returned or the cost of such items will be deducted from the customer's refund.

Returning an Item:

For returns on items that are not damaged or defective, please contact us within 30 days of receipt of your merchandise. The best method for contacting us is via email, or use our Contact Us page for more information. Make sure you include your order number, a phone number where you can be reached and the reason for your return in your email. We will respond within 24 hours with instructions and a "Return Merchandise Authorization" number. No returns will be accepted without a Return Merchandise Authorization number.

It is the responsibility of the customer to return the product, at their cost, in the same condition which it was received. The returned item must be in the original box, unused and unopened with all the paperwork. Please also included any promotions as well, if these items are not returned then their costs will be deducted from your refund. We strongly recommend that you insure your return. Any product returned to us with damaged during shipping will not be eligible for a credit. If damage is occurred then it is the customer who is responsible to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount.

Damaged Merchandise/Missing Merchandise:

If your shipment is received damaged, a claim must be made within 3 days of receipt. You strongly recommend that you contact us as soon as possible, however any items that are not claimed within those three days of receipt will not be accepted. Please open your package and inspect your merchandise upon receipt. It is best if you can open and inspect your merchandise while the delivery company is present. If any damage or items missing is noted, it is the customer's responsibility to note the damage or shortage with the delivery company on the bill of lading before signing off on delivery. This is very important because freight companies will often denied any claims with freight bills that are signed clear (without damage). If there is significant damage to a freight shipment, please note "damaged - refused" on the bill of lading and refuse the delivery. If a package can not be opened for any reason but damage is visible to the packaging material, IE: hole in box, crushed box, please make note" hole in box- possible concealed damage" on the bill of lading. Merchandise must be inspected and a clam filed with in 3 days of receipt. If the freight company denies the claim, a return/ refund may not be accepted.
If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).

Exception to Return Policy:

Any item that has been used, installed or burned will not be eligible for a refund or return. Any item that is unused and not its original packaging, and any custom items will not be eligible for a refund or return.

Defective/ Warranty Items:

If you feel that you have a defective unit or a warranty issue please do not send the item back. Contact us and we will work with you to correct the problem through the manufacturer. Many times it may be just a defective part and in most cases that part will be sent to you free of charge as long as the manufacturer accepts the warranty claim. In the rare case, if an whole item is deemed defective by the manufacturer and the manufacturer accepts the warranty claim then in most cases a new unit will be sent you at no charge. All defective/warranty claims must meet the manufactures guild lines/ time lines. . We will not accept defective returns after 30 days of the purchase date. If it is outside the 30 days, the customer will need to contact the manufacturer directly for replacement items. Any and all defective/warranty claims lie with the manufacture and not with Gas Logs and Fireplaces, for we are a reseller and not the creator of such merchandise.

Undeliverable or Refused Shipments:

Undeliverable or Refused merchandise will be charged for the freight charges both ways.