Refund policy
At HangFireplace, we are committed to ensuring your satisfaction with every purchase. If you are not fully satisfied, refunds are available under the conditions below:
1. Refund Eligibility
Timeframe: Refund requests must be submitted within 30 days of the delivery date.
Condition: Items must be returned in their original, unused, and undamaged condition, including all original packaging and components.
Proof of Purchase: A valid order number or receipt is required.
Note:
- If the product arrives damaged or has a quality issue, we will provide a free return.
- If the return is due to personal preference (e.g., change of mind), the customer is responsible for return shipping costs and a 10% restocking fee will be applied.
2. How to Request a Refund
To initiate a refund request:
Contact Us: Email our support team at service@hangfireplace.com with your order number and reason for return.
Return Instructions: We will provide detailed return instructions and the return address.
Return Shipping: Please ship the item using a trackable shipping method. Return shipping costs are the responsibility of the customer unless the return is due to our error (such as incorrect or damaged items).
Refund Processing: Once the returned item is received and inspected, refunds will be processed within 2 business days to the original payment method.
3. Non-Refundable Items
- Custom or personalized products
- Items that have been used, installed, altered, or damaged after delivery
- Returns submitted after the 30-day return window
4. Order Cancellations
Orders may only be canceled before they are processed or shipped.
- If production has already started, a 30% cancellation fee will apply.
- If the order has already been shipped, it cannot be canceled but may be returned in accordance with this policy.
5. Contact Us
For any questions regarding refunds or returns, please contact:
E-mail: service@hangfireplace.com
Thank you for choosing HangFireplace. We appreciate your trust and are here to support you whenever needed.