Refund policy

Return Policy for Custom/Made to Order Products at ExceptionalFire.com

 

At ExceptionalFire.com, we are dedicated to providing high-quality, custom-made products tailored to the unique needs and preferences of our customers. Our custom fireplace doors and other made-to-order items are crafted with meticulous attention to detail and personalized to fit your specifications. Due to the bespoke nature of these products, our return policy is designed to protect both our customers and our business while ensuring satisfaction and quality.

Acknowledgment of Policy: By making a purchase of a custom product on our website, customers are acknowledging and agreeing to our refund and return policy as outlined herein. It is important that customers read, understand, and accept these terms prior to completing their purchase to ensure clarity and agreement on the process for returns, refunds, and exchanges for custom-made products.

Custom Product Return Policy:

No Returns on Custom-Made Items: Given the custom nature of our products, we are unable to accept returns or exchanges for items that have been made to order. This policy is in place because custom items are designed and built to fit specific individual specifications, making them unsuitable for resale.

Quality Guarantee: While we do not accept returns on custom-made items, we stand behind the quality of our products. ExceptionalFire guarantees that all custom products are free from manufacturing defects and will meet the specifications provided by the customer at the time of order.

Damaged or Incorrect Orders: In the rare event that your product arrives damaged or does not match the specifications of your order, ExceptionalFire commits to rectifying the issue. Please inspect your product upon arrival and inform us within 10 days if there is any damage or discrepancy.

  1. Reporting Damage or Issues: Any damage from shipping or discrepancies in the order must be reported to ExceptionalFire within 10 days of receiving the product. Please contact us at exceptionalfire24@gmail.com or through our customer service portal on www.exceptionalfire.com.

  2. Return Process for Damaged: For products that arrive damaged, ExceptionalFire will provide a refund of the purchase amount minus return shipping charges, or we will work with you to correct the order as per your preference.

  3. Return Shipping: Customers are responsible for return shipping charges on items approved for return due to damage or order discrepancy. We will guide you through the process of returning the product in its original packaging.

  4. Refund Policy: Refunds for approved returns due to damage or incorrect items will be processed to the original payment method used at purchase, excluding return shipping charges.

Contact Us for Assistance:

Before placing your order for a custom product, we encourage you to reach out to our expert service representatives for guidance on measurements and specifications. Our team is committed to ensuring that your custom order meets your expectations and fits perfectly within your space.

  • Measure Correctly: Because our custom fireplace doors are tailor-made for your specific measurements, it is crucial to measure your fireplace opening accurately. If you have any doubts about how to measure correctly, please contact us for expert assistance.

  • Customer Service Contact Information:

We respond to all inquiries within 24 hours and are here to help you every step of the way, from selection to installation. Thank you for choosing ExceptionalFire.com for your custom fireplace needs. We are committed to providing you with not only a product that enhances your space but also unparalleled customer service and support.

Fit Guarantee Policy for Custom Fireplace Doors at ExceptionalFire.com

 

In addition to our commitment to quality and satisfaction for all custom-made products, ExceptionalFire.com offers a specific Fit Guarantee for custom fireplace doors. This guarantee is designed to ensure that your custom doors will fit perfectly, provided that the measurement process is conducted under our guidance.

Fit Guarantee Conditions:

  • Facetime Measurement Assistance: We guarantee the fit of your custom fireplace doors if you measure the opening of your fireplace on a Facetime call with one of our experts. This direct, real-time assistance allows us to guide you through the measuring process, ensuring accuracy and a perfect fit.

  • Photo/Video Measurement Verification: Alternatively, if you prefer to measure your fireplace opening without live assistance, we offer a fit guarantee provided you send us pictures or a video of the measuring process. The visual evidence must clearly show the width and height measurements of your fireplace opening. Our experts will review the provided measurements to confirm their accuracy before proceeding with the creation of your custom doors.

Implementing the Fit Guarantee:

To take advantage of our fit guarantee, please follow these steps:

  1. Contact Us for Measurement Assistance: Before measuring your fireplace opening, reach out to our customer service team to schedule a Facetime call for live measurement guidance or to receive instructions for sending your measurement verification photos/videos.

  2. Measurement Session: If opting for the Facetime assistance, ensure you have a tape measure ready. Our expert will guide you through each step to capture the necessary dimensions. If sending photos or videos, ensure they clearly display the tape measure's readings for both width and height.

  3. Confirmation: Once your measurements are verified by our team, we will proceed with the confidence that your custom fireplace doors will fit as intended.

Additional Information:

  • No Returns on Custom-Made Items: As stated in our custom product return policy, we are unable to accept returns or exchanges for custom-made items due to their bespoke nature. The Fit Guarantee is an added assurance that, with proper measurement, your custom fireplace doors will fit as expected.

  • Damaged or Incorrect Orders: Should your custom product arrive damaged or not match the agreed specifications (aside from fit issues covered by the guarantee), please refer to our existing policies for addressing such concerns.

Contact Information for Fit Guarantee:

 

Return Policy for Stock Products at ExceptionalFire.com

 

In addition to our custom/made-to-order products, ExceptionalFire.com offers a range of stock products that are ready to ship and do not require customization. We understand that sometimes, even with high-quality products, returns may be necessary. Below is our return policy for non-custom, stock products:

Return Policy for Stock Products:

Time Frame for Returns: Customers may return stock products within 10 days of purchase if the product does not meet their expectations or needs.

Condition of Returned Items: To be eligible for a return, the product must be in its original condition, unused, and in the original packaging. All tags and labels should be intact, and the item should show no signs of wear or use.

Restocking Fee: A restocking fee of 10% of the purchase price will be charged for all returned stock items. This fee covers the cost of processing the return and restocking the item.

Return Shipping Costs: The customer is responsible for the cost of shipping the item back to ExceptionalFire.com. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Refund Process: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, minus the restocking fee and any return shipping costs.

How to Initiate a Return for Stock Products:

  1. Contact Customer Service: Before returning an item, please contact our customer service team at exceptionalfire24@gmail.com or through our website to initiate the return process. We will provide you with detailed instructions on how to proceed.

  2. Return Authorization: You may be required to provide details about the item and the reason for the return. Our team will assess your request and, if approved, will issue a return authorization number.

  3. Shipping the Return: Pack the item securely in its original packaging and include any accompanying accessories or documentation. Clearly mark the return authorization number on the outside of the package to ensure timely processing of your return.

  4. Refund Processing: Upon receipt of the returned item, we will inspect it to ensure it meets our return criteria. If everything is in order, we will process your refund as outlined above.

ExceptionalFire's Commitment:

At ExceptionalFire.com, whether you are purchasing a custom-made product or selecting from our stock items, we are committed to providing you with quality products and excellent customer service. If you have any questions or need assistance with your return, please do not hesitate to contact us. We are here to ensure your shopping experience is positive and satisfactory.