Refund policy

We allow you to return all new, unused, unassembled, and resalable items in their original packaging within 30 days of delivery for a refund (minus the original and return shipping costs incurred by nycfireplaceshop.com). Naturally, if your return is because of our error, you are not responsible for any shipping costs.

If your return request is due to a product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced.

To start a return, you can contact us at shop@nycfireplaces.com or 877-692-3765. If your return is accepted, we’ll send instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

If your return will be coming back via freight truck, we will require you to provide us a photo before your return will be authorized. This can be as simple as a cell phone pic. We just need a “before” picture in case there is any damage to the item on its way back to us.

To expedite the returns process, before shipping the item(s) back, make sure they are clean, the packaging is sufficient to prevent damage, and (if necessary) you note all defects along with the photos taken.

You can always contact us for any return question at shop@nycfireplaces.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. There must be proof of damage noted on the bill of lading, or photos taken and sent to us within 48 hours of receipt.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Important Information About Refund Eligibility:

To be eligible for a return, items must be returned within 30 days of delivery in “Like New” condition. “Like New” condition is when a returned item is unused, unassembled, and has been returned in the original packaging.

Full refunds do not apply to certain items, including clearance items, gift cards, gift certificates, items that have been personalized, and items marked as “non-returnable”. The costs of return shipping are deducted from your refund or merchandise credit. In many cases, refunds are not processed until the item has been inspected by us in our warehouse. Refunds must be applied to the same credit card, debit card, or other form of payment used in the original transaction.
In many cases, refunds are not processed until the item is inspected upon return delivery.

NYCFireplaceShop.com reserves the right to refuse a refund on a returned item if:

• The item that has been returned does not match the original item shipped to the customer.
• The returned item is missing parts or the original product’s packaging.
• The item was damaged during the return shipment due to improper or insufficient packaging.
• The item being returned has been obviously used (such as charcoal buildup inside a grill).
• The item has been assembled in a way that would impede proper packaging for return shipping.