Returns, refunds & warranty.
A clear process for resolving an issue with your order.
How to get support
What is covered.
Standard products & samples
You may request a refund for an incorrect item or a product with a quality or functional issue.
Change of mind
We do not accept returns when the product is correct and problem-free but you change your mind.
Custom-made products
This return and refund policy does not apply to custom-made products. Contact us to review any issue under your sales agreement.
Request after-sales support.
- 01
Report within 15 days of receipt
Email sales@sxfireplace.com with your order reference, delivery date, a brief description and photos or video showing the issue. Record a functional problem only if it is safe to do so.
- 02
Agree on a resolution
Details
We will review your information and agree with you on a return for repair, a replacement shipment or a refund.
- 03
Arrange any return
If a return is needed, wait for our written confirmation of the return address and shipping arrangements before dispatching the product.
Timing and costs.
01 Refund timing
Agreed refunds are issued to your original payment method within 7 business days after we receive the returned product and complete our inspection.
02 Return shipping
We cover return shipping costs for accepted claims.
03 Original order shipping
Original outbound shipping charges are not included in the refund, except where required by applicable law.
Warranty coverage and duration follow your sales agreement and product documentation. The reporting window above is not the warranty period. Nothing in this policy limits rights that cannot be excluded under applicable law.