Our Commitment to Your Satisfaction

At Electric Fire Place Store, we stand behind the quality of our electric fireplaces, fire tables, and heating solutions. We understand that sometimes products may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Our goal is to ensure you’re completely satisfied with your purchase from our extensive collection of 12-24 inch, 24-36 inch, and larger electric fireplaces.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you adequate time to inspect your electric fireplace or fire table and ensure it meets your requirements.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

  • Item must be in original, unused condition
  • All original packaging and materials must be intact
  • All tags, labels, and protective coverings must be in place
  • Item must include all original parts and accessories
  • Proof of purchase (order number) is required

⚠️ Important: Non-Returnable Items

Based on our product analysis, the following items cannot be returned or exchanged for safety and hygiene reasons:

  • Custom-sized electric fireplaces (36-48 inch, 48-60 inch, 60-72 inch, 72-84 inch categories)
  • Flush Mount/Recessed electric fireplaces once installed
  • Insert/Fire Boxes that have been installed or modified
  • Opened or used log sets
  • Fire Tables/Fire Pits that show signs of use
  • Any products from the Real Flame collection that have been unpackaged

Step-by-Step Return Process

Step Action Required Timeframe
1 Submit Return Request using our template below Within 15 days of delivery
2 Await approval and receive return authorization number 1-2 business days
3 Package item securely with original materials Immediately after approval
4 Ship package to our return address Within 5 days of approval
5 We process your return upon receipt 3-5 business days

Refund Information

Refund Processing Time

Once we receive and inspect your return:

  • Credit Card/PayPal Refunds: 5-10 business days to process
  • Bank Transfer Refunds: 7-14 business days to appear in your account

Deductions from Refunds

Please note the following may be deducted from your refund:

  • Original shipping charges (unless item was defective)
  • Return shipping costs
  • Restocking fee (15% for opened but unused items)

Exchange Process

If you need to exchange your electric fireplace for a different size (for example, exchanging a 24-36 inch model for a 36-48 inch model) or different brand:

  1. Follow the return process outlined above
  2. In your return request, specify the product you wish to exchange for
  3. We will process the return and ship your new item once the return is approved
  4. Any price differences will be charged or refunded accordingly

Return Shipping

Customers are responsible for return shipping costs, unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item.

Return Address:
Electric Fire Place Store
Returns Department
2867 Mesa Drive
Las Vegas, US 89119

Return Request Template

Email Template for Return/Exchange Requests

Subject: Return/Exchange Request – Order #[Your Order Number]

To: [email protected]


Body:

Dear Electric Fire Place Store Customer Service Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your order number] Product Name: [Name of the electric fireplace/fire table] Reason for Return/Exchange: [Please provide detailed reason] Preferred Resolution: [Refund/Exchange for specific product]

I confirm that the item is in its original condition with all packaging and accessories included.

Please provide instructions on how to proceed with the return/exchange.

Thank you,
[Your Name] [Your Phone Number]

Damaged or Defective Items

If your electric fireplace arrives damaged or defective:

  1. Contact us within 48 hours of delivery
  2. Provide photos of the damage or defect
  3. Include images of the packaging
  4. We will arrange for a replacement at no additional cost

We cover all shipping costs for damaged or defective items.

Need Assistance?

Our customer service team is here to help with your return or exchange:

Email: [email protected]
Address: 2867 Mesa Drive, Las Vegas, US 89119
Response Time: 1-2 business days

We appreciate your business and are committed to ensuring your complete satisfaction with our electric fireplace products.