Refund and Returns Policy for Royal Flame Fireplace

Effective Date: January 11, 2025

At Royal Flame Fireplace, we strive to ensure that our customers are completely satisfied with their purchases. If you are not fully satisfied with your purchase, we are happy to help you with returns or refunds, subject to the terms below.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, in the same condition that you received it, and in its original packaging.
  • The return must be requested within 30 days from the date of purchase.
  • You must provide proof of purchase (receipt or order confirmation).

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or special-order products
  • Gift cards
  • Items that are damaged due to misuse or mishandling

3. Return Process

To initiate a return, please follow these steps:

  1. Contact our customer service team at (318) 742-2653 or info@royalflamefireplace.com to request a return authorization.
  2. Provide your order number and details about the item you wish to return.
  3. Once we approve your return, we will provide you with a return shipping label and instructions.
  4. Please ensure the item is securely packaged and ship it back to us.

You will be responsible for the cost of return shipping, unless the item is defective or we made an error in fulfilling your order.

4. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return eligibility requirements. If the return is approved:

  • We will process your refund to the original method of payment.
  • Refunds may take up to 7-10 business days to reflect in your account, depending on your payment provider.

If the return is not approved due to damaged or missing parts, we will contact you to discuss further options.

5. Exchanges

If you wish to exchange an item for a different product, you can return the original item and place a new order for the desired product. Exchanges will follow the same return process outlined above.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@royalflamefireplace.com or (318) 742-2653 within 7 days of receiving your order. We will work with you to resolve the issue by offering a replacement or a full refund.

7. Contact Us

If you have any questions or need further assistance with a return, please contact our customer service team at: