Returns Policy

To initiate a return, just email us at  

Refund for Accessories & Small Items

We want you to be pleased with your order! If you're not satisfied, you can return it within 30 days of receiving the merchandise. Please note that you'll be responsible for the return shipping costs. The initial shipping fees you paid for your order are non-refundable, and there may be restocking fees, depending on our discretion. Here are some exceptions and clarifications to keep in mind:
• Ship the item/s back as soon as possible, to ensure it is received in our warehouse within 30 days from the delivery date.
• It must be in new condition, with all original inserts, packaging, accessories and labels.
• The refund will be processed after inspection and is subject to the condition in which the item was received at our warehouse.
Damaged or Defective Items

Please make sure to inspect the item while the carrier is still at your premises. If you receive an item that is defective or damaged, you should make sure to clearly note it in the Bill of Lading and all copies of the delivery receipt, and make sure to notify us within 24 hours of the delivery either via email, including pictures of the item, where it can be appreciated in detail the extent of the damages.

Please, do not sign the Bill of Lading until you have completely inspected the item: make sure to not wait to inspect the item (even if you are going through a remodeling process or moving). Failure to report damages in a timely manner can reduce the amount of the refund.

When you sign for your delivery, you are stating that your order was delivered to you in good condition, without damages or defects. Depending on the extent of the damages, you can note them on the receipts and bill of lading. If your order presents extensive damages, you must call our Customer Service Line for approval, refuse the item and write “Refused due to Damage” on the BOL. If you fail to call our Customer Service line before refusing the item, you may incur in restocking and/or storage fees.

For delivery services that do not require a signature, please make sure that you thoroughly inspect the item, as soon as received, and report any damages to us within the first 24 hours.

Do not discard the damaged item or packing material until being instructed to proceed to do so, as it might be necessary to return it, or for the carrier to inspect it to process a claim.


Returning an Item
If your order was incorrectly processed, damaged or defective, depending on your specific case, we will do our best to make it right for you by:

•      Sending you a replacement, parts or accessories.
•      Processing a partial or full refund
•      If the product is returned, and it is not defective, shipping charges and/or

Please note that if you decide to return an item, restocking fees will be applied, and your refund will be processed as a partial refund. It's important to be aware that our Windguards are made of glass, so while we take great care in packaging them, there is a possibility of damage during transit. These additional items, such as Windguards, fire glass, and lids, are not included in the unit's price and are considered optional extras. Therefore, any damage or defect in these accessories will not be considered a valid reason for return, and a restocking fee will be charged.

Please allow 7-10 days for us to process the refund once we receive the item. The availability of funds in your account will depend on your bank's policies and may take additional time.

Final Sale/Clearance Items

Because of the substantial discounts applied to Final Sale/Clearance merchandise, we are unable to accept returns for these items. They are sold "as is," meaning they cannot be returned or exchanged. Please be aware that these items may have minor defects, such as scratches, that do not impact their performance.