At Nadia's Fireplace Tips, we want you to be completely satisfied with your purchase. However, we understand that sometimes things don't go as planned, so here’s how we handle returns, cancellations, and exchanges, including our policies for custom and semi-custom products.

Returns Process for Standard Products

If you need to return a standard, non-custom product, most unused items can be returned within 10 business days of delivery.

Here’s the process:

1. Submit your return request within 10 business days of delivery.

2. You’ll receive an email confirming if the return is accepted or denied within two business day.

3. Once accepted, we’ll send you return instructions, labels, and shipping details.

4. You’ll have 10 days to return the product once instructions are received.

5. After we receive and inspect the return, we’ll issue your refund, minus shipping costs and a 25% restocking fee.

Items not eligible for return:

• Custom-made or made-to-order products

• Used or assembled items

• Clearance items

• Bundled kits sold at a discounted rate (entire kit must be returned)

Return Policy for Custom Products

Custom products are made based on the specific details you provide, so these items cannot be returned. All sales are final. In rare cases, if the product is a standard size or variation, it may be accepted for return, but this is entirely at our discretion.

For any changes or cancellations of custom orders after 24 hours from the order date, there will be a minimum charge of $200 to account for materials or labor already invested. This amount may increase based on how much work has been completed.

It’s essential that you follow all guidelines and forms provided on our website to ensure your custom product is the correct fit. Failure to follow these instructions could result in improper fitting, and we won’t be able to issue refunds for this.

If a custom product arrives damaged, we will repair or replace it at no cost to you. If you decline repair or replacement, we are unable to offer any other resolution.

Return Policy for Semi-Custom Products

Semi-custom products are made-to-order items that come in standard sizes (like fireplace doors). These products can be returned, but there will be a 35% restocking fee, along with deductions for both inbound and outbound shipping costs.

Credit will be issued only after we inspect the product and confirm it’s in resaleable condition. If not, the product will be returned to you at your expense, and no refund will be issued.

Exchanges

If you wish to exchange a product, we offer two options: Standard Exchange and Expedited Exchange.

• Standard Exchange: Return your product, and we will apply the credit to your new order. Please note, shipping costs for items with free shipping will not be credited.

• Expedited Exchange: If you need your new item shipped out before the return is processed, we’ll hold your credit card on file and process the new shipment. The original product must be returned within 10 business days to avoid additional charges.

Cancellations

Once your order is submitted, we begin processing it right away, so cancellations cannot always be guaranteed. If you miss the cancellation period, we can help facilitate a return or exchange.

Custom-made and made-to-order products cannot be canceled once materials have been ordered or fabrication has started.

Warranty Process

If your product develops a defect, our technical team will assist you through the manufacturer’s warranty process. Here’s how it works:

1. Troubleshooting: Your installer and our team will troubleshoot the issue together.

2. Submit a Claim: If the issue is confirmed, we’ll submit a warranty claim to the manufacturer.

3. Receive Replacement: Once approved, the replacement part(s) will be shipped, and you’ll return the defective part(s) using a pre-paid label.

Warranties are processed as exchanges, and warranty claims can take 1-4 weeks.

Damaged Items

We do our best to ensure your order arrives in excellent condition, but if an item is damaged during shipping:

1. Inspect the package before signing for delivery.

2. Note any damage on the delivery receipt, and contact us immediately.

3. Keep all original packaging, as it may be needed for the return.

If you find severe damage, refuse the delivery and note "Refused due to damage" on the delivery receipt.

Please notify us within one business day of receiving damaged goods. Items must be returned within 10 business days. We are not responsible for labor costs or project delays resulting from damaged or defective goods, so we recommend inspecting all items before scheduling installation.

We hope this guide helps make returns, cancellations, and exchanges as straightforward as possible! If you have any further questions, feel free to reach out—we’re always happy to assist.