Return & Exchange Policy – Innova Fireplaces

🔁 Return & Exchange Policy – Innova Fireplaces

At Innova Fireplaces, your satisfaction is our top priority. We are committed to delivering high-quality electric fireplaces, gas fireplaces, and firepits that meet your expectations. However, if for any reason you are not completely satisfied with your purchase, we offer a clear and fair return and exchange policy.

📦 Return Eligibility

Customers may request a return or exchange under the following conditions:

  • The product is unused, uninstalled, and in its original packaging.
  • The return request is made within 7 days of the delivery date.
  • The product is returned with all original accessories, manuals, and proof of purchase (invoice or receipt).
  • The item is not customized or made-to-order.

🔄 Exchange Policy

If you receive a product that is damaged, defective, or not as described, you are eligible for a free exchange. Please notify us within 48 hours of delivery with images or videos clearly showing the issue.

We will:

  • Inspect the complaint,
  • Approve the exchange if it meets the conditions,
  • Arrange for a replacement unit to be delivered,
  • Pick up the original item, if applicable.

🚫 Non-Returnable Items

For safety and quality assurance reasons, the following items are not eligible for return:

  • Used or installed fireplaces and firepits.
  • Items damaged due to misuse, incorrect installation, or neglect.
  • Products returned without original packaging and documentation.
  • Custom-built or made-to-order products.

💰 Refund Policy

Refunds are only issued in cases where:

  • The product was paid for in advance via bank transfer,
  • The return has been approved by our quality control team,
  • The returned item passes inspection.

Refunds will be processed within 7–10 business days via bank transfer to the original payment method after the item is received and inspected.

Please note: Shipping and handling fees are non-refundable.

📋 How to Request a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact our support team via WhatsApp, email, or our Contact Us page.
  2. Provide your order number, reason for return, and clear photos/videos of the product.
  3. Wait for a return authorization and shipping instructions.
  4. Return the product securely packaged using a reliable courier (if applicable).
  5. Once we receive and inspect the item, your exchange or refund will be processed accordingly.

🛡️ Product Warranty vs. Return Policy

Keep in mind that product defects after the 7-day return window are covered under our 1-Year Local Warranty. Warranty coverage includes repair or replacement of manufacturing defects but does not cover accidental damage, misuse, or wear and tear.

🔒 Safe & Transparent Service

We value your trust in Innova Fireplaces. Our return policy is designed to ensure peace of mind, fair resolution, and a transparent shopping experience. If you have any concerns about your product or the return process, please don’t hesitate to reach out. We’re here to help.