Returns, Exchanges, and Refunds

At Flame Havens, we understand that sometimes a purchase doesn't work out as planned. Whether it's a “change of heart,” the project changed and it was out of your control, or just a little hiccup in your purchase, we’re here to help make the return process as smooth as possible. We believe in providing exceptional service, and that includes handling returns with care and understanding.

    Here’s How Our Return Policy Works:

    1. Return Window: Items that are “general on the shelf items” are eligible for returns within *30 days of the documented delivery date. This allows you ample time to evaluate your purchase and decide if it’s right for you. 

      • (See ineligible/denied items at the bottom of this page).
    *Due to working with a variety of different brands and manufacturers, there are some exceptions to the above time window for returns. In these exceptions, please refer to the product page of the product you purchased or thinking of purchasing for more details.

      2. Condition of Returns: For a return to be eligible, the product condition must be as follows: 

      • New
      • Unused
      • Resalable condition, including all original packaging. 

          This helps us ensure that each return meets our quality standards and can be restocked effectively.

          3. Manufacturer-Based Products: Since all of our products are fulfilled by various manufacturers, there may be specific guidelines or *fees associated with returns. Please check the product page for detailed information on **restocking fees that might apply. These fees can vary based on the brand and product type.

          4. Return Process: To start a return:

          • Simply fill out our returns form <-- Click Here
          • Alternatively, you may contact our customer support team at support@flamehavens.com with your order number, reason for the return, and photo(s) of the product you are wanting to return. 

            We’ll guide you through the process and provide instructions for returning your item.

            5. Shipping Costs and Fees: Please note that return *shipping costs are the responsibility of the customer. Additionally, vendor **restocking fees may apply, depending on the product and manufacturer. Specific details will be provided on the product page or during the return process.

              *Fees. Why?

              1. **Shipping Fees: Unlike returning an item to a physical store where you originally purchased the item from, the products purchased through our website (flamehavens.com) are specialty items and are shipped directly to you, our customer. When returning an item to a physical store, there was no additional cost associated with the purchase, hence there is no cost/fee associated with a return. By contrast, there are shipping costs associated with the purchase of the products on flamehavens.com. 

                When a product is deemed eligible for return, shipping fees are subtracted from the refund amount as follows: 

                • If your order had “free shipping” associated with the purchase, there was shipping cost associated with the fulfillment of your order. Both outgoing and return shipping cost will be deducted at the time of refund. 
                • If your purchase was under the $ amount threshold for free shipping, you paid a flat rate shipping fee at the time of purchase! This being the case, only the return shipping costs will be subtracted from the refund amount. 

                2. Exceptions: At Flame Havens, we do our best to support our customers in a reasonable and logical way that overall contributes to a positive customer experience. The following exceptions are outlined for unique cases involving returns that are deemed eligible: 

                • Additional shipping fees at the time of purchase: If your purchase included any of the additional shipping charges, Flame Havens did not profit on these costs at the time of purchase, and in turn do not include these costs toward your refund. 
                Examples: 
                    1. In-side delivery/threshold delivery
                    2. White Glove Delivery
                    3. Expedited shipping charges
                    4. Any other charges that were paid by our customers associated with services outside of the cost of the product. 
                    • Exchanges or Store Credit: If instead of returning an item for a refund, you would like to exchange your item for a different item or store credit (and the item is eligible for return), Flame Havens will deduct 50% of the shipping fees associated with the exchange of the 1st purchase/order. 
                      • If additional returns/exchanges are requested past the 2nd order, standard shipping fees mentioned previous to this bullet, will apply as explained. 

                    3. ***Restocking Fees: In some cases, a restocking fee may be charged in addition to shipping costs. What is a restocking fee? This fee helps cover the costs of inspecting, repackaging, and restocking the returned product. Restocking fees usually range from 10% to 25% of the item’s purchase price, but this varies depending on the type of product and the vendor’s requirements. Please refer to the product page of the product you purchased or thinking of purchasing for more details.

                      Denied/rejected returns: 

                      Sadly, there may be times that Flame Havens has no choice but to deny/reject a return. It hurts our heart when it comes to this decision because we do all that we can to inform prior to purchase and empathize with our customers. Based on the clear policy outlined earlier, please see the following reasons a return may be denied/rejected:

                      1. If your order is outside of/past the 30-day (from delivery) return window or the specified return window listed on the product page. 
                      2. *Special or Made-to-Order Product
                      3. Not in the original packaging 
                      4. Damaged**
                      5. Used 
                      6. Burned  
                      7. Broken**
                      8. Bent**
                      9. Not new for resale
                      10. Custom: Anything Custom will require approval throughout the design process. Approval can be confirmed by simply stating so in email or text communications, by way of recorded phone call, or by signed document with approval acknowledgement. Custom projects do account for margin of error, and this is understood by our customers.  
                      11. Final Sale, Clearance or Discontinued Products: (Products that have been returned, damaged, or have a defect and are marked clearance for resale to our customers! Many of our customers take advantage of these opportunities).
                      12. Returned without approval and/or receiving an RA from Flame Havens

                        We at Flame Havens reserve the right to reject return requests that fall into any of the above categories or ship the product back to you and deny your refund request. 

                        *Special or Made-to-Order Products: These are products that can be purchased from a catalog or our website but require manufacturing or assembly. These products are not on the shelf ready to ship, and can not be returned or canceled once in production. These items typically will show a longer lead time (1-2+ weeks), and will be stated as such on the product page. 

                        Examples: 

                        • Fire Pits where you choose the finish, color, or ignition type.
                        • Vent-Free fireplace burner systems (these cannot be resold once opened).
                        • Special Order Grills
                        • Fireplace Gas Burners, Logs, Fire Balls, or Fire Shapes that have been made-to-order.
                        • Fireplace Remote Controls that are ordered and delivered and are not compatible with your fireplace.
                        • Any product that was built special/ or made-to-order for your project 

                        NOTE: If the product was made wrong or ordered wrong by Flame Havens, we will happily take responsibility and provide a replacement at no charge to you. 

                        **Damaged, Broken, Bent: These categories are for products that have been deemed and proven damaged due to improper handling or installation after delivery. Similarly, these same categories do not include products that were damaged upon arrival: Please see our Damaged, Missing, or Lost Products Page which covers Small Parcel & Freight Orders in the unlikely and unfortunate event of damages. 

                        • For the benefit of both parties, please use adequate packing materials to avoid this unfortunate situation: Please save all packing materials for the time being (Pallet, Crate, Wrapping, boxes, etc). If packaging is disposed of, this can alter the eligibility of return/replacement, and/or may require significant fees subtracted from your return (if approved). 

                        Refunds/Credit of funds: When will my refund, exchange, or store credit be issued? 

                        1. Refunds: Once the item is received, inspected, and approved, we will issue a refund. The refund is processed to the original payment method used during the purchase (credit/debit card, PayPal, etc.). The time it takes for the refund to appear in your account can vary depending on the payment method, usually ranging from 2 - 5 business days.
                        2. Exchanges/Store Credit: Once the item is received, inspected, and approved, we will issue a credit toward the exchanged order worked out during the exchange process. The credit is processed and applied toward the new order. 

                        • Exchange funds: 
                          1. If the item is of lesser value: Your credit will be applied toward the new order and the balance will then be refunded to the original payment method used during the purchase (credit/debit card, PayPal, etc.). The time it takes for the refund to appear in your account can vary depending on the payment method, usually ranging from 2 - 5 business days. 
                          2. If the item is of greater value: Your credit will be applied toward the new order and the balance will then need to be collected prior to order processing. 

                        Don’t want to wait for the credit to be processed before getting your new order going? That makes sense! In this case, we can view the exchange similar to a refund, but as 2 transactions. 

                          1. Place the new order with the form of payment of your choice, to avoid delay. 
                          2. Once the original item is received, inspected, and approved, we will issue a refund. The refund is processed to the original payment method used during the purchase (credit/debit card, PayPal, etc.). The time it takes for the refund to appear in your account can vary depending on the payment method, usually ranging from 2 - 5 business days. 

                          If you’ve got to this point, give yourself a pat on the back or round of applause! We genuinely appreciate your business and are committed to ensuring you have a positive experience with Flame Havens. If you have any questions or need assistance with a return, please don’t hesitate to reach out to our customer support team. Thank you for choosing Flame Havens!