Superior - DRT3500 Series - Direct Vent, Elec, Charred Oak Logs, Top/Rear

Thank you for choosing Fireplace Trends for your purchase. We strive to provide you with an enjoyable and seamless shopping experience. Please review our policies below for information on returns, cancellations, exchanges, warranty claims, defective items, and damages.

Returns Process

At Fireplace Trends, we want to ensure your satisfaction with every purchase. Most unused items can be returned within 30 days of delivery, and return shipping costs are deducted from the refund. Follow these steps for a smooth return process:

1. Submit your return request: fireplacetrends@gmail.com within 30 days of delivery.
2. You will receive an email confirming the acceptance or denial of your return request within one business day.
3. You have 30 days from the receipt of the email to return the product.
4. Upon receiving and inspecting the return, your refund will be issued within one to two weeks.

Please note that items returned outside this process or period are not eligible for a refund. Items not eligible for return include clearance items, custom-made products, items marked as "non-returnable," used items, or items that have been installed or assembled.

Important
You can return most new, unopened items within 30 days of delivery for a refund less a 25% restocking fee. We will also cover return shipping costs if the return is due to our error. You will be responsible for return shipping costs for all returns that are not due to our error.

Refunds

Refunds will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. Checks will be mailed for bank wire or check transactions, valid for 90 days from the date of issue. If a product is ineligible for a refund, we will notify you promptly.

Cancellations

Once an order is submitted, cancellations are not guaranteed. If you miss the cancellation period, contact us as soon as possible for assistance. Some items, like custom-made and made-to-order products, are non-cancellable.

Exchanges

If you want to exchange your product, we offer two options: Standard Exchange. All standard return policies apply. Standard Exchange credits will be applied to your new order.

Warranty Process

If your product experiences a defect, follow our warranty process:

1. Troubleshoot with the manufacturer's guidance.
2. If deemed a defective part, we submit a warranty claim on your behalf.
3. Claims take 1-4 weeks; defective parts must be returned within 30 days of receiving the warranty replacements.

Defective

If you receive a defective product, our technical team will guide you through the manufacturer's warranty process. Install or use the product before initiating the warranty process. Fireplace Trends is not responsible for labor costs or project delays.

Damage

Inspect your order upon delivery. For damaged items:

1. Note any damage on the delivery receipt.
2. Report damage within ONE business day fireplacetrends@gmail.com, including photos.
3. Damaged items must be returned within 30 days; otherwise, the original payment method will be charged.

Fireplace Trends is not responsible for labor costs or project delays due to damaged goods. Schedule installation after careful inspection.

Thank you for choosing Fireplace Trends. If you have any questions or concerns, please contact us at: www.fireplacetrends.com/page/contact or fireplacetrends@gmail.com

Hello dear customer!

Thank you for being with us - if you came here, we are sure that you liked one of our products.

If you need our help in selecting the right product to meet your expectations, our experts are at your disposal. Use one of the contact methods of your choice, you can ask us a question in the chat, send an e-mail or simply call us.

Below you will find all our contact details.

• Chat: Live Chat
• Email: fireplacetrends@gmail.com
• Phone Sales Department: +1 631-270-4232
• Phone Customer Service: +1 347-245-7575

You can also use the option available on the product card: Ask an Expert

Remember that we are here to provide you with advice and assistance, regardless of what stage of the purchase you are at.