Refund and Returns Policy for Premier Fireplace Solutions

Effective Date: January 11, 2025
Website: https://premierfireplacesolutions.com
Address: 15851 33rd St NW, Fairview, Montana, United States
Phone: (701) 744-3603
Email: info@premierfireplacesolutions.com

Introduction

At Premier Fireplace Solutions, we are committed to ensuring that our customers are satisfied with their purchases. If you are not completely satisfied with your order, this Refund and Returns Policy will guide you through the process of returning or exchanging items and requesting refunds. Please review the following policy carefully before initiating a return or refund request.

1. Eligibility for Returns

a. General Conditions

To be eligible for a return or exchange, the following conditions must be met:

  • The item must be returned within 30 days of the purchase date.
  • Products must be in new, unused condition with the original packaging, tags, and accessories intact.
  • A valid proof of purchase (order confirmation or receipt) is required for processing the return.

b. Non-Returnable Items

The following items are non-returnable:

  • Customized or personalized products.
  • Sale or clearance items marked as final sale.
  • Gift cards.
  • Products that have been used, damaged, or altered (unless the damage was caused by Premier Fireplace Solutions).

2. Refund Policy

a. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, the refund will be processed to your original payment method within 5–10 business days.
  • Refunds will not include the original shipping fees unless the return is due to an error on our part (e.g., defective or incorrect item).

b. Partial Refunds

Partial refunds may be issued in the following cases:

  • The returned item is missing parts or is damaged beyond normal wear and tear.
  • Returns made after the 30-day return window, but within 45 days, subject to approval.

c. Refund Exclusions

Refunds will not be issued for:

  • Items returned without prior approval.
  • Products that do not meet the eligibility criteria outlined above.
  • Items that have been damaged due to misuse or improper handling by the customer.

3. Return Shipping

a. Customer Responsibility

  • Customers are responsible for return shipping costs unless the return is due to an error made by Premier Fireplace Solutions (e.g., defective or incorrect item).
  • It is recommended to use a trackable shipping service for returns and keep proof of shipment for your records.

b. Prepaid Return Labels

  • If the return is due to an error made by Premier Fireplace Solutions (e.g., defective or incorrect items), we will provide a prepaid return shipping label.

4. Exchanges

Exchanges can be made for the same item in a different size, color, or model, subject to availability. To initiate an exchange:

  1. Contact us at info@premierfireplacesolutions.com to confirm the availability of the exchange item.
  2. Return the original item following the return process.
  3. Once the return is processed and approved, we will ship the exchanged item.

5. Damaged or Defective Items

a. Reporting Damages

  • If your order arrives damaged or defective, please notify us within 48 hours of receiving the item.
  • Provide clear photos of the damaged product and packaging to facilitate the evaluation of your return or exchange request.

b. Incorrect Items

  • If you receive an incorrect item, please contact us immediately at info@premierfireplacesolutions.com.
  • We will provide a prepaid return label and send the correct item to you as soon as possible.

6. Steps to Initiate a Return

a. Contact Us

  • Email us at info@premierfireplacesolutions.com or call (701) 744-3603 to request a return authorization.
  • Provide your order number, reason for the return, and any supporting documentation (e.g., photos of the item, proof of purchase).

b. Authorization

  • Once we review your return request, we will provide a Return Merchandise Authorization (RMA) number and instructions for returning the product.
  • Returns made without an RMA number may not be accepted.

c. Return Shipping

  • Ensure that the item is securely packed for return to prevent damage during shipping.
  • Include the RMA number and a copy of the original proof of purchase in the return package.

7. Processing Time

  • Returns are processed within 3–5 business days of receiving the returned product.
  • Refunds or exchanges will be confirmed and processed promptly, and you will receive an email notification once your return is complete.

8. Cancellation Policy

  • Orders can be canceled within 24 hours of placement for a full refund.
  • Cancellation requests made after 24 hours will be treated as returns and are subject to the Refund and Returns Policy.

9. Customer Responsibilities

  • Customers must ensure items are securely packaged for return to prevent damage during transit.
  • Accurate and complete information must be provided during the return process to ensure smooth processing.

10. Contact Us

If you have any questions or concerns about this Refund and Returns Policy, please contact us: