Refund policy

Last Updated: July 23, 2026

At American Fireplace Supply, we want you to order with confidence. This Return & Refund Policy explains when products may be returned, how refunds are processed, and the steps required to request a return.

By placing an order with American Fireplace Supply, you agree to the terms outlined below.

Return Policy at a Glance

Return window: 30 days from the delivery date
Return authorization: Required before returning any product
Restocking fee: 25% on approved buyer's-remorse returns
Return shipping: Customer is responsible for return shipping costs
Return condition: Unused, uninstalled, unassembled, and in original packaging
Shipping damage: Report within 48 hours of delivery
Refund processing: Typically within 7 business days after an approved return is inspected

Return Window

Eligible products may be returned within 30 days of delivery.

Your return request must be submitted within the 30-day return period. Receiving return authorization does not extend the return window unless confirmed by us in writing.

Return Eligibility

To qualify for a return, the product must be:

Unused
Uninstalled
Unassembled
Unmodified
In its original packaging
In clean, complete, and resalable condition
Returned with all parts, manuals, accessories, hardware, and documentation
Approved through our return authorization process before being shipped back

Products may be opened only when reasonably necessary to inspect for concealed shipping damage or to verify that the correct item was received.

Products that have been installed, used, assembled, altered, damaged after delivery, or returned without their original packaging or components are not eligible for a buyer's-remorse return.

Non-Returnable Products

The following items may not be eligible for return when disclosed before purchase or on the product page:

Custom or made-to-order products
Special-order products
Clearance or final-sale items
Products designated as non-returnable by the manufacturer or supplier
Installed, assembled, used, altered, or modified products
Unauthorized returns

How to Start a Return

To request a return, email support@americanfireplacesupply.com within 30 days of delivery.

Please include:

Your order number
Your name
The product you wish to return
The reason for the return
Photos of the product and original packaging

If your return is approved, we'll provide a Return Authorization (RA) along with return instructions.

Please do not return any product without written authorization. Unauthorized returns may be refused or returned to the sender.

Restocking Fee

Approved buyer's-remorse returns are subject to a 25% restocking fee.

This fee helps cover supplier processing, inspection, warehouse handling, repackaging, and other associated costs.

The restocking fee does not apply if:

We shipped the wrong product, or
An approved shipping-damage claim cannot be resolved through replacement parts, repair, or product replacement.

Return Shipping

Customers are responsible for all return shipping and freight costs for buyer's-remorse returns.

Because many fireplace products are large and ship via freight, return shipping costs may be significant.

Customers are responsible for properly packaging returned products and following the return instructions provided with their Return Authorization.

We recommend using an insured, trackable shipping service whenever possible.

Shipping Damage & Warranty

Shipping damage, concealed damage, missing items, or incorrect products must be reported within 48 hours of delivery.

For complete freight inspection procedures and damage claim instructions, please review our Freight Delivery & Damage Claims Policy.

Product defects or malfunctions that are not caused by shipping damage are handled under the applicable manufacturer's warranty. Please review our Warranty Policy for additional information.

Refund Processing

Once an approved return has been received and inspected, we'll notify you of the outcome.

Approved refunds will be issued to the original payment method, less any applicable:

25% restocking fee
Return shipping charges
Freight charges
Non-refundable delivery or service fees

Refunds are typically processed within 7 business days after approval. Your bank or payment provider may require additional time to post the credit.

Exchanges

Exchanges may be available depending on product condition, availability, and eligibility.

Approved exchanges may be subject to the same return shipping and restocking terms as buyer's-remorse returns.

Order Cancellations

If you need to cancel an order, please contact support@americanfireplacesupply.com as soon as possible.

Orders may generally be canceled without charge only before they have been processed, released to a supplier or manufacturer, assigned to a carrier, or shipped.

Once an order has entered fulfillment or has shipped, cancellation may no longer be possible. In those cases, this Return & Refund Policy will apply.

Questions?

If you have questions about returns, refunds, exchanges, or an existing order, we're happy to help.

Customer Service Hours
Monday – Friday
9:00 AM – 5:00 PM ET

Phone
(855) 506-8593

Email
support@americanfireplacesupply.com

Business Address
American Fireplace Supply
418 Broadway, Suite R
Albany, NY 12207
United States