Refund policy

At ExceptionalFire.com, every custom product is built specifically for your fireplace — handcrafted to your exact size, style, and finish. Because each piece is made uniquely for you, all custom and made-to-order items are final sale and non-returnable.

No Returns or Cancellations

Orders for custom-made products may be canceled within 48 hours of placing the order. After 48 hours, or once production begins (whichever comes first), custom orders cannot be canceled, returned, or refunded. These items are built to your individual specifications and cannot be resold or reused.

Quality & Accuracy Guarantee

We guarantee your product will match the measurements and specifications you approved. Each order is carefully inspected before shipping.

If an item arrives damaged or incorrect, we will repair, replace, or remake it at no cost to you.

Reporting Damage or Issues

Please inspect your order upon delivery.

Any shipping damage or production error must be reported within 10 days of receiving the product by emailing exceptionalfire24@gmail.com or contacting us through our website chat.

Please include clear photos of the issue so our support team can review and respond quickly.

Refunds or Replacements for Damaged or Incorrect Orders

If a return is approved due to confirmed shipping damage or an incorrect item, ExceptionalFire will:

• Arrange a replacement or issue a refund to your original payment method

• Deduct return shipping costs (unless otherwise agreed)

• Provide instructions for safe return packaging and shipment

Approved Return Packaging Requirements (Important)

If a return is approved for any reason, the product must be repacked securely using the original packaging materials and original packaging method (including protective inserts, padding, wrapping, and tape/straps securing components in place), or packaging that provides equivalent protection.

All returned items must be packed in a way that prevents movement of frames, glass, hardware, and components during transit.

The customer is responsible for ensuring the item is packed safely for return transport.

If a returned item is damaged in transit due to improper packaging, insufficient protection, or failure to follow our return packing instructions, the customer is responsible for that damage. In such cases, ExceptionalFire may reduce the refund amount or deny the refund based on the extent of the damage.

Fit Guarantee for Custom Fireplace Doors

We stand behind the fit of every custom fireplace door when you follow our guided measuring process.

How It Works

Option 1: Facetime Assistance
Schedule a Facetime call with our expert to guide you step-by-step while you measure your fireplace. If measured this way, your door fit is fully guaranteed.

Option 2: Photo/Video Verification
Send photos or a short video clearly showing your width and height measurements. Once verified by our team, your fit is guaranteed.

If you follow one of these two options and your doors do not fit as approved, we will remake or adjust them free of charge.

Return Policy for Stock Products

Stock (non-custom) items may be returned within 10 days of purchase if they are unused and in original packaging.

• A 10% restocking fee applies

• Customer is responsible for return shipping

• Refunds are issued after the item is received and inspected

Stock Product Return Packaging Requirement

Returned stock items must be sent back in their original packaging and packed securely for transport. If a returned stock item arrives damaged due to improper packaging, the customer is responsible for the damage, and the refund may be reduced or denied.

Need Help?

We are happy to guide you before ordering to help ensure a perfect fit and a stress-free experience.

Customer Support
Email: exceptionalfire24@gmail.com
Chat: www.exceptionalfire.com
Phone: +1 (949) 522-2585

Hours
Mon–Thu: 8 AM–7 PM PST
Fri: 8 AM–5 PM PST
Sat: 10 AM–3 PM PST