Refund policy

Return & Refund Policy

Effective Date: 20 May 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through Elite Fireplace Supply.

Website: https://elitefireplacesupply.com

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: support@elitefireplacesupply.com
  • Phone: 928-756-0008
  • Address: 7760 E State Route 69, Suite C5-380, Prescott Valley, AZ 86314
  • Hours: Monday–Friday, 9–5 PST

3. Return Eligibility

Customers in the United States may cancel their purchase and return the product within 14 days of receipt without providing a reason, subject to the conditions below.

3.1 Conditions for Return

  • Unused and Undamaged: Item must be unused, undamaged, and in the same condition received.
  • Original Packaging: Item must be in original packaging with all labels and tags.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  • Email us at support@elitefireplacesupply.com or call 928-756-0008 within 7 days of receiving your order.
  • Provide your order number and a detailed reason for the return.

Return Authorization

After reviewing your request, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

  1. Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Include all accessories, manuals, and free gifts.
  2. Include Documentation:
    • Include the return authorization form and any required documents or images.
  3. Attach Shipping Label:
    • Download and print the return shipping label provided via email.
    • Affix the label to the outside of the package.

4.3 Shipping the Return

  • Use a trackable courier service.
  • Ship within 14 days of receiving return authorization.
  • Use a trackable shipping method to ensure safe delivery.

Return Window

  • Ship the item within 14 days after receiving return authorization.

5. Return Shipping Costs

  • All return shipping costs are the responsibility of the customer.

6. Specific Return and Refund Conditions

6.1 Change of Mind

  • Items must be unused, undamaged, and in original packaging.
  • Return request must be made within 14 days of receipt.

Refund: Refunds are issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

  • Notification: Contact us within 7 days of receiving the item.
  • Documentation: Provide photos or videos of the defect or damage.
  • Resolution: We will offer a replacement or full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification: Inform us immediately upon receipt.
  • Resolution: We will arrange return shipping at our expense and send the correct item.

6.4 Product Never Arrived

  • Notification: Contact us if your product does not arrive within the estimated delivery time.
  • Resolution: We will investigate with the carrier. If confirmed lost, we will issue a full refund or send a replacement.

6.5 Order Cancellation

  • Before Shipment: You may cancel for a full refund if the order has not shipped.
  • After Shipment: If shipped, please follow the return procedure after receiving the product.

7. Exceptions

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products: Items made to your specifications.
  • Perishable Goods: Food, flowers, newspapers, magazines.
  • Intimate or Sanitary Goods: Underwear, swimwear, personal care items (unless unopened and unused).
  • Gift Cards and Downloadable Software Products.

8. Refunds

8.1 Refund Conditions

  • Approval: Refunds are issued after inspection of the returned item.
  • Notification: You will be notified via email regarding approval or rejection.
  • Condition: Items must meet eligibility criteria in Section 3.

8.2 Refund Processing

  • Method: Refunds are processed to the original payment method.
  • Time Frame: Refunds may take up to 14 days depending on your bank or card issuer.

8.3 Partial Refunds

  • Condition Issues: Items not in original condition, damaged, or missing parts not due to our error.
  • Late Returns: Items returned more than 14 days after delivery.

9. Exchanges

  • Eligibility: We replace items if defective, damaged, or incorrect.
  • Process: Contact us at support@elitefireplacesupply.com to request an exchange.
  • Shipping Costs:
    • For defective or incorrect items, we cover all shipping costs.
    • For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

  • Return Window: Returns must be reported and shipped within 7 days of receiving the product.
  • Return Processing: After receiving and inspecting the returned item, refunds are processed within 30 days.
  • Refund Period: It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information:

By making a purchase on our Website, you agree to this Return and Refund Policy.

Elite Fireplace Supply
support@elitefireplacesupply.com
928-756-0008
7760 E State Route 69, Suite C5-380
Prescott Valley, AZ 86314