1. 30-Day Return Window (Money Back Guarantee — CONDITIONS APPLY)

We offer a 30-day return window starting from the date the product is delivered.
However, returns are only accepted if the item meets ALL of the following conditions:

✔ The product is NEW, unused, uninstalled, and unmodified

✔ The product is in 100% resalable condition

✔ ALL original packaging is included and intact

(including outer carton, inner foam, protective films, accessories, manuals, screws, hardware, and pallet if applicable)

❌ Products that have been opened, installed, powered on, tested, or used cannot be returned for refund.

This policy is consistent with industry standards for electric fireplaces and major appliance retailers.

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2. Non-Returnable Conditions (No Exceptions)

The following items are NOT eligible for return, refund, or exchange:

• Products that have been used, powered on, or installed

• Products with broken, missing, or damaged original packaging

• Products with removed protective films or opened accessory bags

• Products with mounting hardware removed or installed

• Products with scratches, wear marks, or signs of handling/installation

• Custom orders, special orders, or clearance/open-box items

• Products stored for several weeks/months before inspection

• Products damaged due to customer installation error, handling, or storage

Once a fireplace shows evidence of use, installation, or electrical operation, it is considered non-returnable, regardless of the customer’s reason.

This includes subjective reasons such as:

• “I don’t like the flame effect.”

• “It doesn’t match my décor.”

• “I changed my mind after using it.”

• “My contractor says it doesn’t fit.”

• “I used it for a few weeks to test.”

▶ These are not valid reasons for return once the product has been used.

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3. Shipping Damage (Covered Separately)

Shipping damage must follow our Shipping Damage Policy, which requires:

• Inspection within 48 hours

• Reporting within 14 days

• Photo documentation

• Power-on testing

Please refer to the full Shipping Damage Policy on our website.

Shipping damage is not part of the Return Policy and follows a different process.

4. How to Start a Return (If Eligible)

To request a return, email:

📧 info@litedeerhomes.com

Include:

• Order number

• Customer name

• Model number

• Reason for return

• Photos of the unopened packaging / current condition

Returns must receive written approval before shipment.
Unauthorized returns will be refused.

If approved, we will:

• Provide return instructions

• Provide a return label (if applicable)

Return shipping costs may be deducted from the refund except in cases of confirmed product defect (not related to shipping or use).

5. Condition of Returned Items (Inspection Required)

All returned products undergo inspection upon arrival.

A return may be denied or subject to restocking/repair fees if:

• Packaging is missing or damaged

• Accessories or manuals are missing

• Product shows any sign of installation or use

• Product is not in resalable condition

If the item is returned in used, installed, or damaged condition, Litedeer Homes may:

• Reject the return

• Offer a partial refund

• Only offer store credit

• Return the unit back to the customer (at customer’s expense)

6. Exchanges

Exchanges follow the same eligibility requirements as returns.

To exchange a product:

1. The original item must meet all “new, unused, uninstalled” conditions

2. Exchange must be requested within 30 days

3. In most cases, customers must:

   • Return the original item

   • Place a new order for the replacement model

Used or installed items cannot be exchanged.

7. Refund Processing

Once your return is received and passes inspection:

• Refunds are issued to the original payment method within 10 business days

• If the original payment method is unavailable, store credit will be issued

Please note: banks/credit card providers may require extra time to post the refund.

8. Chargebacks

We encourage customers to contact us before filing disputes so we may resolve the issue quickly.

Unauthorized or unjustified chargebacks may be disputed and may affect future order eligibility.

9. Important Final Notice to All Customers

✔ Please test and inspect your fireplace promptly after delivery

✔ Installation or use automatically voids return eligibility

✔ Subjective dislike after use is not an accepted return reason

✔ Delayed installation does NOT extend the 30-day window

We appreciate your understanding, as these policies protect product safety, quality, and the resources of a small business.