Refund policy
30-day returns
Subject to the exclusions below, new, unused, unassembled and resalable items in their original packaging may be returned within 30 days of delivery. Please contact us early enough to obtain return instructions and meet that window. Keep your order confirmation or other proof of purchase.
To start a return, contact shop@nycfireplaces.com or 718-326-4328. We will confirm eligibility and provide the correct return address and instructions. Do not send an item to the showroom, manufacturer or distributor without authorization. Unauthorized returns may be refused.
Return condition and packaging
Include all original parts, accessories and packaging. Items must be clean and securely packed to prevent damage in transit. For freight returns, provide photos of the item and packaging before authorization so its condition is documented. We may refuse a discretionary return when the item differs from the one sold, has been used or assembled, is missing parts or original packaging, or is damaged because of insufficient return packaging.
Shipping costs and refund amount
For an eligible change-of-mind return, the original shipping costs incurred by us and return shipping costs are deducted from the refund. This includes actual outbound shipping costs on orders advertised with free shipping. We will explain the applicable shipping-cost deductions when arranging your return. You will not be charged twice for the same shipping cost.
If the return is caused by our error, you are not responsible for shipping costs. Damage, defects and incorrect items are handled under the section below and applicable law.
Damaged, defective or incorrect items
Please inspect your order on arrival. Note visible freight damage or shortages on the delivery receipt, take photos, and retain the product and packaging. Contact us as soon as possible, preferably within 48 hours of delivery, with your order number and photos. Report concealed damage promptly after discovery. Do not use, install, discard or return a damaged item until we have coordinated the next steps.
We will evaluate the issue and work with you and the supplier toward an appropriate remedy. For a defect or damage, we generally first seek repair and, if repair is not possible, replacement, subject to applicable warranty terms and your rights under law. The requested 48-hour report is intended to help with documentation and does not automatically invalidate a claim or limit rights provided by applicable law. See our Shipping policy for freight inspection guidance.
Items excluded from change-of-mind returns
- Custom, personalized and special-order products.
- Hazardous materials, flammable liquids and gases, including e-NRG fuel.
- Sale and clearance items.
- Gift cards and gift certificates, except where redemption or a refund is required by law.
- Items identified as non-returnable before purchase.
These exclusions do not remove remedies that cannot lawfully be excluded for defective, damaged or incorrectly supplied merchandise. If you are unsure about an item's return eligibility, contact us before purchasing.
Cancellations and exchanges
Contact us promptly to request a cancellation. Whether an order can be stopped depends on its fulfillment and manufacturing status; a cancellation request is not confirmation that shipment or production has stopped. Shipped orders remain subject to the return rules above. Rights relating to shipping delays are described in our Shipping policy and remain subject to applicable law.
For an exchange, arrange an eligible return first, then place a separate order for the replacement product. Return approval does not reserve replacement inventory.
Refund processing
We will notify you after your authorized return is received and inspected and let you know whether the refund is approved. Approved refunds are issued to the original payment method, less applicable shipping deductions. Your bank or payment provider may take additional time to post the credit. Contact us if you need an update.
A written copy of this return and refund policy is available on request. Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.
Contact us
NYC Fireplaces & Outdoor Kitchens LLC
58-30 Maspeth Ave, Maspeth, NY 11378
Phone: 718-326-4328
Email: shop@nycfireplaces.com