Effective Date: 28 May, 2025

At eFireplace.ca, your satisfaction is our priority. We understand that sometimes a product may not meet your expectations or needs. This Return and Refund Policy outlines how returns, exchanges, and refunds are handled to ensure a smooth process.

1. Return Eligibility

  • Is in new, unused, and uninstalled condition
  • Is returned in its original packaging with all components, manuals, and accessories
  • Is not a final sale, clearance, custom, or special-order item (see Section 4)

Important: Items that have been installed, modified, or used are not eligible for return.

2. How to Initiate a Return

To start the return process:

  1. Contact our support team at returns@efireplace.ca or call [Insert Phone Number]
  2. Provide your order number, item(s) you wish to return, and reason for return
  3. Wait for a Return Merchandise Authorization (RMA) number and return instructions

Returns without prior authorization (RMA) will not be accepted.

3. Return Shipping

  • You are responsible for return shipping costs, unless the item arrived damaged, defective, or in error
  • Use a trackable shipping method and consider insurance for valuable items
  • Ensure the item is safely packaged to prevent damage during return transit

If the return is due to our error (e.g., wrong item sent), we will cover the return shipping and arrange pickup if necessary.

4. Non-Returnable Items

The following products are not eligible for return or refund:

  • Custom-built or special-order items
  • Clearance, final sale, or open-box items
  • Items that have been installed or show signs of use
  • Venting kits, chimney liners, or gas components once opened
  • Gift cards

If you are unsure whether your item is eligible, please contact us before attempting to return it.

5. Damaged or Defective Items

  • Inspect your order immediately upon delivery
  • For freight shipments, do not sign the delivery slip if the package is visibly damaged—note it on the bill of lading
  • Notify us within 48 hours of delivery by emailing support@efireplace.ca with photos and a description of the issue

We will evaluate the claim and, if valid, offer one of the following:

  • Replacement of the damaged item
  • Refund of the purchase amount
  • Partial refund with retention of the product (in select cases)

6. Refunds

  • Once we receive and inspect your return, we will notify you via email regarding the status of your refund.
  • Refunds are typically processed within 7–10 business days after receipt
  • Refunds are issued to the original payment method
  • Original shipping charges are non-refundable, unless the return is due to our error

A restocking fee of up to 20% may apply to certain returned items. This will be clearly communicated during the RMA process.

7. Exchanges

We do not process direct exchanges. To replace an item, please:

  1. Return the unwanted item (if eligible)
  2. Place a new order for the desired product

8. Cancellations

Orders may be canceled prior to shipment by contacting us at orders@efireplace.ca. If the order has already shipped, it will be subject to the standard return policy above.

Custom orders cannot be canceled once production has begun.

9. Policy Updates

eFireplace.ca reserves the right to update or modify this Return and Refund Policy at any time. Changes will be posted on this page with the updated effective date. Continued use of our services constitutes acceptance of the revised policy.