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How do I return an item?

Our Return Policy!
At Solaire® Fireplace we are confident we offer our customers nothing but top quality products and services. However, once received if for any reason you dissatisfied with your order returning it is easy for either an exchange or a full refund.

For return please follow our simple guidelines:
  • Returned item(s) must be unused by any trials, or other signs of wear.
  • Original packaging protections must all be retained.
  • We reserve the right to refuse the return if any one of the components is missing.
  • All returns to be accompanied by a Return Authorization (RA) number.
  • Please contact us at Return@Solairefireplace.com for your RMA number.
  • Refund of the final invoice price (minus shipping and handling charges and a 15% restocking fee) will be issued.
  • Buyer is responsible for return shipping costs.
  • Refund or exchanges only accepted within 30 days from receiving your order and according to listed guidelines.
  • Please open the boxes immediately after delivery and check if there is any damage.
  • You must claim the damage to us within 3 days of UPS/FedEx delivery to get exchange or reimbursement..
  • Contact Information: Fireplace Return: 11334 Lee Hwy, Fairfax, VA 22030 Customer Service: 800-767-2217

Please contact customer service for any information on returning an item.

Our other policy

Order Status and Tracking an Order You will receive an email notification with shipper and tracking information once your order is shipped.

Change or Cancel an Open Order If an order has not been shipped yet, you may change or cancel your order at anytime. Once it has been shipped, order is subject to a 15% restocking fee for any items that are not defective or damaged during shipping.

Orders can be cancelled at any time if they have not entered the shipping process.

If your credit card has been charged but your order has not entered the shipping process, your order may be cancelled and credited.

If you would like to return an item that has already entered the shipping process, please see our return policies.

Shipping Policy Orders shipped to Alaska and Hawaii and any area not within the 48 contiguous U.S. states are subject to an additional shipping charge.

Solaire® Fireplace is not responsible for any applicable taxes for international shipping.

If an item or items are shipped via a trucking company (as opposed to UPS), it is the customer's responsibility to have the item removed from the truck. Lift gates and inside delivery are available at an additional charge. Lift gate delivery lowers the freight from the tail of the trailer to the ground and leaves it at the curb. Inside delivery brings the freight from the ground to inside the front door or inside the garage.

Your order will likely be shipped via UPS or, in some circumstances, by another highly qualified common carrier. In most cases, a delivery signature will not be required if the order is shipped via UPS or FedEx. Delivery Times Delivery times vary, please check each item ship information. Since we are dependent on outside delivery agents such as UPS, FedEx please do not schedule contractors until your products arrive.

Solaire® Fireplace cannot and will not be responsible for any inconvenience or any monetary loss, penalty, or extra charge incurred by our customers should any delivery take longer than anticipated. That being said, we strive to provide accurate lead times and timely updates should any lead time estimate change. We value our customers, appreciate your business, and will do everything in our power to serve you well. Product Price, Description, & Color Accuracy While we take every measure possible to ensure that our web site reflects accurate product information and pricing, sometimes an error can appear on the site. We are not responsible for misrepresentations or errors found on the site. Additionally, colors sometimes may vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen.

Shipping Damage

To report shipping damage, call us or email us. Please include your name, your order number and a description of the damage and the situation. Sign all delivery receipts as SUBJECT TO INSPECTION. Make sure you write "Subject to Inspection" on the delivery receipt and/or bill of lading. Do not sign your name on the delivery receipt and/or bill of lading unless you are 100% certain there is no damage. If you sign for a delivery without marking it "Subject to Inspection", then any shipping damage will be your responsibility. Inspect your packages thoroughly RIGHT AWAY. If you receive your product and it appears to be damaged from the outside or if you discover any damage while the driver is there, YOU SHOULD MARK SUCH DAMAGE ON THE DELIVERY RECEIPT AND/OR BILL OF LADING WITH THE DRIVER. THE DRIVER MUST WRITE DOWN NEXT TO YOUR SIGNATURE, THAT THE ITEMS ARE BEING ACCEPTED, BUT THEY ARE DAMAGED.

If your item was shipped via UPS, call them at 800-PICK-UPS to report a damaged item. (Give them the tracking number.) Then in any case, call Solaire® Fireplace and/or email us with the details.

If there is internal damage (non-visible, discovered after acceptance of delivery) you must contact us within 7 Days in order for us to be responsible for the damage. If you contact us within 7 Days, we will file a claim with the shipping company and we will follow up with the carrier until resolved.

Wrong Products Received

If you are shipped a different product than you ordered, please contact us via email within 48 hours of receiving the product. We will provide an RGA number and instructions on how and where to ship them back. We will pay for the freight back and ship the correct product to you. You will be charged for the replacement order and credited in full upon receipt and inspection of the original order. Or, you may choose to wait until we receive the incorrect item and issue credit before placing the new order.

Product Warranty:

This warranty does not cover: Conditions, malfunctions or damage not resulting from defects in material or workmanship. Conditions, malfunctions or damage resulting from (1) improper installation, improper maintenance, misuse, abuse, negligence, accident or alteration. Labor and other expenses for disconnection or return of the product for warranty service, or for installation or reinstallation of the product.

Defective Products

If the product you receive has manufacturing defects, contact us within 72 hours of receiving the product and Solairefireplace.com will replace the item. We will issue an RGA and give instructions to ship back.

Pricing Errors

Please be advised that due to human error, our site may list incorrect pricing. While we make every possible effort to ensure these mistakes do not happen, SolaireFireplace.com cannot honor incorrect prices. In the event an error is found, we will inform the customer of a pricing error, the customer will have the option to place the order with the correct pricing or to cancel the order completely. We apologize in advance for any errors on our website, and we will keep these mistakes to a minimum. Please Check Our Return Policy Return Dept. Contact Information: Fireplace Sale 11334 Lee Hwy, Fairfax, VA 22030 Customer Service: 800-767-2217 Solaire® Fireplace