Refund policy
Litedeer Homes Return & Exchange Policy
30-Day Returns — No Restocking Fee for Qualifying Complete Returns
We want you to feel confident about your purchase. We ask customers to inspect their fireplace promptly, handle it carefully, and preserve all packaging and supplied contents. In return, we will explain return requirements clearly, assess returned items fairly, and provide an itemized explanation of any applicable charges.
Important Points at a Glance
- Request a return or exchange within 30 calendar days of delivery. Written return authorization is required before shipment.
- Qualifying complete returns receive a full refund of the product price paid, with no restocking fee. Separately applicable shipping charges are explained below.
- Careful unpacking and permitted pre-installation inspection or testing do not automatically cancel return eligibility. This is not a 30-day trial-use offer.
- Installed, modified, or regularly used products are not eligible for standard change-of-mind returns.
- Defects, delivery damage, incorrect items, and missing-at-delivery contents are handled separately. Mandatory consumer and warranty rights remain unaffected.
This policy applies to purchases made directly from Litedeer Homes, subject to any specific written terms agreed at purchase. For purchases through another retailer or marketplace, contact that seller about its return arrangements. Manufacturer warranty support remains available under the applicable warranty.
1. Return Window and Written Authorization
Return and exchange requests must be submitted within 30 calendar days of delivery—not from the installation date or the date the carton is opened.
A delayed renovation, contractor appointment, or installation does not extend this standard return window.
Contact info@litedeerhomes.com with your order number, model, and reason for the request. We may request photographs and additional information to assess eligibility.
A request submitted on time will not become late simply because you are waiting for our response. Please provide reasonably requested information promptly.
Do not ship the product until we provide written authorization, the correct return destination, packing instructions, and a shipment deadline. Authorization is based on the information provided; final condition assessment takes place when the product is received.
These authorization requirements govern our voluntary return process. They do not make a statutory cancellation or other mandatory remedy dependent on our discretion.
2. Conditions for a Full Product-Price Refund With No Restocking Fee
An approved return qualifies when all of the following conditions are met:
- The fireplace is uninstalled, unmodified, undamaged, and has not been used beyond the limited inspection and testing permitted in Section 3.
- All original supplied contents are returned, including accessories, decorative media, manuals, screws, mounting hardware, cables, and other components.
- The original factory carton, protective foam, and supplied protective materials are present, reusable, and correctly repacked. Include the original shipping pallet where applicable, unless we approve an alternative.
- The product remains in its original saleable condition, allowing for the careful opening and limited inspection expressly permitted by this policy.
Opening the carton carefully does not, by itself, create a restocking fee. Cutting ordinary packing tape or opening an accessory bag as reasonably necessary for permitted inspection is not the same as damaging or discarding the packaging or its contents.
Keep protective films and bags where practical. Remove them when required for safe inspection or testing under the product manual; required removal alone does not automatically disqualify the return.
Qualifying returns receive the full product price actually paid after discounts, with no restocking or condition-related deduction. Any separately applicable shipping deductions and tax adjustments will appear in the refund breakdown.
3. Inspect Promptly—Careful Inspection Is Not a Trial Period
Inspect the shipment as soon as practical, preferably within 48 hours of delivery. Do not wait until your installer is ready.
Check the model, dimensions, visible condition, and supplied contents. Photograph the carton and product, and retain all packaging.
Open the carton from the designated opening and follow the unpacking instructions. Do not cut away the carton sidewalls, drag the fireplace through a cut opening, break the protective foam, or discard accessories or packaging.
Limited pre-installation testing
A brief initial functional check is permitted only when it can be performed safely and in accordance with the model-specific manual or our support instructions. Contact us before testing when the correct procedure is unclear.
Do not install, hardwire, permanently plumb, modify, or regularly operate a fireplace you may wish to return under this policy. Any temporary setup expressly required for an approved inspection must follow our instructions and must not damage the product.
For water-vapor models, follow the approved filling and draining procedure. Before return shipment, prepare the unit as instructed, including draining and drying where required.
Do not power on or continue operating a damaged, leaking, or malfunctioning fireplace. Stop and contact us for assistance.
Careful inspection and permitted testing do not authorize days or weeks of use. Heating a room, running the fireplace routinely, or using it as part of a completed installation is not a limited inspection.
4. Damaged Packaging, Missing Contents, and Condition-Related Deductions
A product with customer-damaged or missing packaging, missing contents, or reduced saleable condition does not automatically qualify for the no-restocking-fee offer.
Examples include a discarded carton, broken protective foam, lost decorative media, missing major components, or scratches caused by handling.
We may approve such a return individually. Written approval is required before shipment, including an agreed safe-packing arrangement when the original packaging is unavailable.
Depending on the documented condition, deductions may include reasonable costs for:
Replacement packaging; necessary repacking; missing or damaged accessories or components; and any remaining, documented reduction in resale value caused by the returned condition.
A physically unused fireplace may have reduced resale value because its packaging was destroyed, parts were lost, or the product was damaged.
However, we will not impose an “open-box fee” solely because you carefully opened the carton or completed an inspection permitted by this policy.
All deductions will be itemized. The same part, packaging expense, or loss will not be charged twice. Any claimed remaining reduction in resale value will take account of repairs or replacements already charged.
Returned products will be described for resale according to their actual condition. An opened product will not be represented as factory-sealed.
Paying a fee does not automatically make an otherwise ineligible product returnable.
5. Original Shipping, Return Freight, and Prepaid Labels
Change-of-mind or customer-selected incorrect-size/model returns
Customers are responsible for return freight and any agreed exchange re-delivery charges, unless the terms applicable to the purchase provide otherwise.
Original shipping or delivery charges already paid for completed services are normally non-refundable for these voluntary returns.
Where original shipping was advertised as free, an outbound freight deduction will apply only if the right to recover that cost and the calculation basis were clearly disclosed before purchase. The applicable amount will also be explained before the return is shipped.
We will not introduce a new shipping charge after purchase merely because a return has been requested.
Any additional transportation charges must be applicable to the circumstances, consistent with the purchase terms, and disclosed. Charges caused by our error will not be passed on as customer change-of-mind costs.
Prepaid return labels
A prepaid label is not supplied automatically.
“Prepaid” means the carrier is paid in advance; it does not necessarily mean return shipping is free. We will tell you whether Litedeer Homes covers the label or whether the disclosed cost will be deducted from your refund.
Shipping for delivery errors, damage, and warranty matters is addressed in Section 6.
6. Defects, Delivery Damage, and Incorrect or Missing Items
A manufacturing defect, damage present at delivery, an incorrect item supplied by us, or contents missing when delivered is not automatically a customer-caused return problem.
These issues follow our support, delivery-claim, or warranty process, as applicable.
Your responsibilities
Report visible shipping damage within 48 hours where reasonably possible. Report concealed damage, missing items, or other delivery-related concerns promptly after discovery; we ask that delivery-related concerns be reported within 14 days of delivery.
Retain the carton, foam, pallet, affected components, and photographs while the issue is reviewed. Provide reasonable information needed to identify the problem, and follow safe support instructions.
Do not install or operate a product that appears damaged or unsafe.
Prompt reporting helps us investigate and pursue carrier claims. These reporting periods are not the warranty period and do not remove rights that cannot be excluded by law. Late reporting alone does not establish that the customer caused the problem.
Our responsibilities
We will review the information, explain the next steps, and provide or arrange the appropriate remedy under the purchase terms, applicable warranty, and law.
For confirmed incorrect items, missing supplied contents, or delivery damage on a shipment we arranged, we will arrange the correction and cover the reasonable, necessary transportation we authorize for that correction.
Confirmed manufacturing defects are handled under the applicable warranty and law. We will explain the available remedy and any lawful customer costs before asking you to incur them.
No restocking fee or condition deduction will be imposed for a confirmed defect or delivery problem that you did not cause.
Where we arranged the carrier, we will manage the carrier claim. A remedy we are legally required to provide will not depend on whether the carrier has reimbursed us.
Original packaging should be retained when available, but missing packaging does not automatically cancel warranty or mandatory consumer rights. Contact us to arrange safe alternatives.
7. Return Instructions and Each Party’s Responsibilities
Before shipping, the customer must:
Send the order details, reason for return, and clear photographs of the fireplace, contents, and packaging to info@litedeerhomes.com.
Disclose any installation, use beyond permitted testing, modification, missing item, or damage accurately.
After authorization, repack securely, follow the specified shipping method, include the return reference, and keep photographs and proof of shipment. Do not substitute parcel shipping when the authorized method requires palletized freight.
Contact us before shipment if the required packaging or transport arrangement cannot be followed.
Litedeer Homes will:
Explain the eligibility decision, return destination, packing requirements, shipment deadline, estimated deductions, and freight responsibility before shipment.
Inspect the returned product promptly and document any discrepancies.
When the received condition differs from the information provided, we will explain the findings and any revised deductions before issuing the refund, and give you a reasonable opportunity to respond.
We will not attribute damage occurring after receipt in our care to the customer.
If an unauthorized or materially non-compliant return arrives, receipt alone does not guarantee a refund. We will explain the issue and available next steps, subject to applicable law, rather than automatically imposing an undisclosed charge.
8. Return Exclusions and Exchanges
Installed, modified, or used products beyond the inspection permitted in Section 3 are not eligible for standard change-of-mind returns or exchanges.
This includes extended use followed by a preference change about the flame effect, décor, or model choice.
Custom-made, special-order, clearance, open-box, and final-sale items are excluded only where the applicable non-returnable condition was clearly disclosed before purchase. A promotional discount alone does not make an item final sale.
Damage caused by customer handling, installation, storage, or misuse may make a voluntary return ineligible. Any exception requires written approval.
These exclusions do not remove remedies for defects, misdescription, incorrect supply, or other legally protected claims.
Exchanges follow the same 30-day request period, authorization requirements, and condition assessment. Any price difference and applicable transportation costs will be confirmed before proceeding. We will explain whether the exchange involves a direct replacement or a return followed by a new order.
9. Refund Processing and Payment Concerns
We will inspect approved returns promptly and normally issue the refund within 10 business days after receiving the returned product. This period includes our inspection process.
Any applicable legal refund deadline, including a different starting point or an earlier deadline, takes priority. We will notify you promptly of a genuine processing issue without limiting those rights.
Refunds are issued to the original payment method. Your payment provider may require additional time to post the credit.
The refund breakdown will show the product amount, applicable tax adjustments, and each permitted deduction.
If the original payment method cannot accept the refund, we will contact you to arrange an appropriate alternative. Store credit will not automatically replace a monetary refund that is due; it will be offered only where lawful and voluntarily accepted.
Please contact us about refund concerns so we can work toward a resolution. This does not require you to waive payment-dispute rights or allow a bank’s dispute deadline to expire. We may provide accurate order and return records when responding to a payment dispute.
10. Applicable Terms and Consumer Rights
Our return policy, shipping arrangements, and model-specific warranty serve different purposes. The end of the 30-day voluntary return window does not, by itself, end warranty coverage or other applicable rights.
Where mandatory law provides a different remedy, deadline, cost allocation, or procedure, that requirement applies.
A later website update does not retrospectively replace the purchase terms or return authorization previously agreed for your order.
