Return & Exchange Policy
We want you to be completely satisfied with your purchase. Due to the nature of these products (electrical, mechanical, safety-critical), please review this policy carefully.
Return Window & Condition
You have 30 days from delivery to initiate a return. Items must be in new, unused, and unopened condition, in their original, undamaged packaging with all parts, tags, and manuals intact. For fireplaces, this means the product must not have been installed or used. For thermostats and exhaust valves, they must be unopened and unused.
Non-Returnable Items & Conditions
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Used items: Fireplaces that have been installed or used; thermostats that have been wired or used; exhaust valves that have been installed or used.
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Final sale items: Marked "Clearance," "As-Is," or "Final Sale."
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Missing/damaged packaging: Items must be returned with original packaging intact.
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Items damaged due to customer misuse or accidents.
Return Process
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Contact us for a Return Authorization (RMA) number within 30 days. Returns without RMA will not be accepted.
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Pack items securely in original packaging with all parts.
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Customer pays return shipping. For fireplaces, costs may be significant. We recommend trackable, insured service.
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A 15% restocking fee may apply for fireplaces.
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Refund issued within 10-15 business days after receipt and inspection. Original shipping fees non-refundable.
Damaged or Defective Items
Inspect your package immediately upon delivery. For electrical items, do not attempt to use if damaged. Contact us within 48 hours with clear photos. We'll arrange a replacement or refund.
Missing Parts
If your product arrives missing parts, contact us within 7 days. We'll ship missing parts free of charge.
Important: Data Removal
Before returning any smart device (smart thermostat or smart fireplace), please reset the device to factory settings to erase any personal data stored on the device.