Refund and Returns Policy 

At LuxuryGlowFireplaces, we strive for your complete satisfaction with every purchase. This Refund and Returns Policy outlines our procedures for returns, exchanges, and refunds, ensuring a transparent and fair process for all customers. Please read this policy carefully before making a purchase. This policy applies to all purchases made through our website luxuryglowfireplaces.com, in our physical store, and through any other sales channels we may utilize.

Policy Effective Date: January 16, 2025

Store Information:

1. General Return Policy

  • Return Eligibility: We accept returns for most new, unused items in their original condition and packaging, within a specified period after the date of purchase.

  • Timeframe: You have 30 days from the date of purchase to initiate a return. Returns requested after this period may not be accepted.

  • Original Condition: Items must be returned in their original condition, including all packaging materials, manuals, accessories, and any promotional items that were included with the purchase. Items showing signs of use, damage, or alteration are not eligible for returns or full refunds.

  • Proof of Purchase: To process your return, you must provide a valid proof of purchase, such as the original receipt, order confirmation email, or invoice.

  • Return Methods: Returns may be processed in person at our store or through our designated return shipping process. Please contact customer service to arrange a return.

2. Initiating a Return

  • Contact Customer Service: To start the return process, please contact our customer service team at info@luxuryglowfireplaces.com or by phone at (316) 744-3375. You will be provided with a Return Authorization Number (RAN) and further instructions for the return process.

  • Return Authorization: Returns without a Return Authorization Number may not be accepted and may be returned to the sender. Please clearly write the RAN on the return package.

  • Return Shipping: You are responsible for all return shipping costs, unless the return is due to an error on our part or if the product is defective. We recommend using a trackable shipping method and purchasing shipping insurance to ensure the package arrives at our facilities safely. We are not liable for return packages lost or damaged in transit.

  • Packaging: Ensure that your return package is securely packed to prevent damage during transit. Include all original packaging, accessories, and documentation.

3. Return Shipping Costs

  • Customer Responsibility: In most cases, you are responsible for all return shipping costs.

  • Our Responsibility: We will cover return shipping costs only if the return is due to the following reasons:

    • We shipped the wrong item.

    • The item was defective or damaged upon receipt.

    • The item description on our website was significantly inaccurate.

  • Refund of Shipping Fees: If you are entitled to a refund of shipping costs, the amount will be credited to the original payment method once the return is processed.

4. Refunds

  • Refund Processing: Once we receive your returned item and verify that it meets our return criteria, we will process your refund within 7-10 business days.

  • Refund Method: Refunds will be credited to the original payment method used for the purchase. We do not offer cash refunds for online purchases.

  • Refund Amount: The refund amount will typically be the purchase price of the item, less any applicable shipping fees, unless the return is due to an error on our part or if the product is defective.

  • Partial Refunds: In some cases, partial refunds may be issued for items that are returned but not in their original condition, or with missing accessories.

  • Notification: You will receive a notification via email once your refund has been processed.

5. Exchanges

  • Exchange Option: If you wish to exchange an item for a different size, color, or model, please contact our customer service team to arrange the exchange. Exchanges are subject to product availability.

  • Exchange Process: To initiate an exchange, follow the same process as with a return, obtaining a Return Authorization Number.

  • Price Difference: If there is a price difference between the original item and the exchange item, you will be charged or refunded the difference.

  • Exchange Shipping: You may be responsible for shipping costs for exchanges unless the exchange is due to a product defect or a shipping error on our part.

6. Damaged or Defective Items

  • Immediate Notification: If you receive a damaged or defective item, please notify our customer service team immediately, preferably within 48 hours of receiving the item.

  • Documentation: Please provide photos or videos of the damaged or defective item, as well as the packaging, to help us process your claim quickly.

  • Resolution: We will offer a replacement, exchange, or full refund for damaged or defective items once we have verified the damage and the item meets our return criteria.

  • Shipping: We will cover the shipping costs for returning damaged or defective items.

7. Non-Returnable Items

  • Hygiene and Legal Reasons: Certain items may not be eligible for returns or exchanges for reasons of hygiene or compliance with legal requirements. This includes but is not limited to:

    • Items that have been opened or used and are not able to be resold as new.

    • Software or digital products that have been downloaded or accessed.

    • Custom-made or personalized products.

    • Clearance or final sale items.

  • Final Sale Items: All items marked as final sale cannot be returned or exchanged.

8. Customer Service

  • Contact Us: If you have any questions or need assistance with our refund and return policy, please contact our customer service team:

  • Operating Hours: Our customer service team is available during our regular business hours to assist you with your inquiries and returns.