Return Policy

If you are not satisfied with your purchase and would like to return it we will be happy to exchange it or issue a refund.

Returned items must be shipped to the address we give to you and not to the warehouse where it was dispatched from, shipping prepaid by the customer. Most of our items are shipped free of charge but if items are returned our out bound shipping cost will be deducted from any refund along with a 10% restocking fee.

It is not possible to cancel an order for an item that has been shipped. If an item is refused it will be treated as an unwanted return, shipping for both directions and a 10% restocking fee will be deducted from any refund.

If an incorrect item is sent Fireplace Sites will be responsible for the return shipping of the incorrect item and the correct replacement item shipping.

If the customer does not want to accept parts or a replacement item for a damaged order, the item may be returned under our Return Policy.

Return Procedures

If you decide to return your item(s) you must send an e-mail to to obtain a returns authorization number and return address. All return requests must be sent to us within 48 hours of delivery. Fireplace Sites reserve the right to refuse product return requests two days after delivery.

A returns authorization number will be sent by e-mail with instructions of how and where to return the item(s) all returns must be received within 30 days of the returns authorization code being sent.

All returned items must be unused, in the original packaging, and original condition. If items returned are not in the original condition and original packaging an additional fee may be charged. Return shipping must be prepaid by the customer. Returned items must be carefully wrapped to avoid damage.

It is advisable to use a reputable shipping method to return items and it is strongly advised to insure the item as any lost or damaged item(s) on the return journey will not be the responsibility of Fireplace Sites. If the product is damaged on the return journey it will be refused when it reaches the warehouse and the sender will need to file a claim with the carrier.

Damaged Items

All of our products are carefully inspected and packed but occasionally damage can occur on route, if your item arrives damaged it is important that you do not refuse the item, please make a note on the delivery driver’s sheet.

If you receive your item and it is damaged or parts are missing notify us immediately via e-mail at and replacement parts will be shipped to you free of charge. If an item is damaged beyond repair a replacement item will be sent and a call tag issued to return the damaged item all at no extra cost to the customer.

Inspect the package and its contents before signing to say you are accepting the item in good order. It is possible for the package to be damaged on the outside and the item inside to be in good condition. It is important that you do not refuse an item only because the outside packaging has incurred damage.

If it is not possible to inspect the contents upon delivery due to time restrictions write on the drivers sheet “package has not yet been inspected” or if you are not around when the item is delivered, when you do inspect the goods if there is any damage you must call the carrier immediately to report the damage, take a note of the name of the person you inform along with the time and date, an e-mail must also be sent to explaining the extent of the damage.

If it becomes necessary to address the problem with the carrier the more information available i.e. notes on the drivers sheet, e-mails, time and date of phone calls the easier it is for us to resolve any problems with the carrier.

Fireplace Sites and the carrier must be notified of any damage within 24 hours of delivery or it may not be possible to file a claim.

Refusal of Delivery

Deliveries should never be refused, if an item is damaged make a note on the drivers delivery sheet an notify us by e-mail at as soon as possible, do not refuse the delivery.

Accept the package and then contact us. Do not refuse the order based only on an external inspection of the packaging. Fireplace Sites will do its best to correct damaged items, but it must first be accepted by the customer and notified as damaged before we are able to process a claim. If an item is not accepted when delivered it may not be possible to submit a claim.

If an item is refused it will be subject to the terms of our return policy.