Fair Usage Policies
Fireplaces Unlimited does not ship any orders prepaid. It is the customer's responsibly to set up logistics and use the shipping company of their choice. We are not responsible for any theft of product/delivery to the wrong address/damage incurred while shipped from Fireplaces Unlimited to destination. Any shipping cost that you incur to receive or return a product will not be refunded.
Fireplaces Unlimited maintains a 30 day return policy. All returns, exchanges or store credits MUST be accompanied by a valid receipt. No refunds or exchanges will be accepted without an original receipt.
All refunds will be processed by the same method of purchase only. If the debit or credit card used for the purchase is not available at the time of refund, a cheque will be processed and mailed within 14 days of the return. Cash/cheque purchases will be refunded in the form of a cheque within 14 days of the return.
A full refund applies only on unopened product within 10 days from the date of purchase. Returns made on unopened product, after 10 days, within the 30 day return policy will be subject to a standard 20% restocking fee.
Returns on opened product, within the 30 day return policy will be subject to a minimum 20% restocking fee. No returns, exchanges or store credits will be offered for: any product returned after 30 days from the date of purchase OR without an original receipt OR if the product has been used.
Special orders, non-stock and custom items are non-refundable and require a non-refundable 50% deposit at the time of order with the balance due prior to installation or delivery. We do not accept returns on non-stock, special order or custom merchandise. These items will not be refunded.
Service & Warranty
Most manufacturers offer a 1-year parts warranty on the operating fireplace. Fireplaces Unlimited will honour manufacturer warranties. Labour is also covered under warranty for one year on the warranted part ONLY if Fireplaces Unlimited completed the original installation.
Should warranted service be required on Supply ONLY fireplaces purchased from Fireplaces Unlimited, we will cover only the parts, not the labour. Serial Number & date of purchase will be required in order to receive the warranted parts at no cost.
Once a fireplace unit and/or parts have been installed they will be deemed “Final-Sale” and non-refundable. Fireplaces are low-pressure appliances; please ensure your mechanical contractor regulates the gas line to the unit. 2lb regulators are not included in job prices. IF Fireplaces Unlimited is required to install a 2lb regulator, an additional charge will apply; payable at time of fireplace hook-up/completion. A minimum of 24 hours notice is required to reschedule an appointment; otherwise an extra trip charge will be billed. Extra trip charges will also be billed to the job, (but not limited to) if: access was NOT provided on the scheduled appointment date, jobsite was not ready, incorrect framing, gas not turned on, unsafe working conditions, no payment on site.