Refund policy

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.

Order 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.

Fit Guarantee — Verification Required

We stand behind the fit of every custom fireplace door — but only when we are able to see and verify your fireplace before production begins. We cannot guarantee the fit of a fireplace we have never seen.

To qualify for the Fit Guarantee, BOTH of the following steps must be completed before production:

1. Live video measurement verification. You measure your fireplace on a FaceTime / video call while our specialist guides you step by step and confirms your width and height measurements in real time.
2. A photo of your fireplace with the existing doors removed, uploaded in the order form. The photo must show the full, unobstructed fireplace opening. This requirement is clearly stated in the order form at the photo upload step.

If both steps are completed and your doors do not fit as approved, we will remake or adjust them free of charge.

When the Fit Guarantee Does Not Apply

The Fit Guarantee does not apply — and full responsibility for fit and measurement accuracy rests with the customer — if any of the following occurs:

• No photo of the fireplace is uploaded in the order form. Without a photo, we cannot see your fireplace and cannot verify that the selected model, size, or fit type will work.
• The uploaded photo shows the fireplace with the existing doors still installed. Existing doors conceal the opening behind them, so we cannot verify the actual opening, clearances, or mounting surface. This requirement is stated in the order form at the photo upload step.
• Measurements were not verified with our specialist on a live video call.
• The order was placed using measurements provided solely by the customer, without completing both verification steps above.

In these cases, the product is manufactured exactly to the specifications submitted in the order, and 100% of the responsibility for fit and measurement accuracy passes to the customer. These orders are final sale — no returns, no refunds, and no free remakes.

If your door doesn't fit and your order did not qualify for the Fit Guarantee, contact us anyway — we will always try to help you find the best possible solution.

Quality & Accuracy Guarantee

We guarantee your product will be manufactured to the measurements and specifications you approved at checkout. Each order is carefully inspected before shipping.

If an item arrives damaged in transit, or contains a confirmed production error (the product does not match the approved specifications), we will repair, replace, or remake it at no cost to you.

Please note: a product that matches the approved specifications but does not fit a fireplace we were not able to verify is not a production error.

Inspect Every Package Within 24 Hours

Please unpack and inspect your entire order within 24 hours of delivery, even if installation is planned for a later date. Check every package and all included components before installation or use.

• Glass: check every panel for cracks, chips, scratches and other visible damage.
• Frames, doors, screens and finishes: check for dents, bends, scratches, breakage and visible defects.
• Hardware and accessories: check handles, hinges, fasteners and all other included parts for damage or missing items.
• Order contents: confirm the correct product, quantity and included components. Inspect accessible parts without dismantling sealed equipment.

Report visible shipping damage, missing parts or visible defects within 24 hours of delivery by emailing exceptionalfire24@gmail.com or contacting our website chat. Include your order number, delivery date, a description of each issue, and clear photographs of the outer packaging, shipping label and affected components.

Keep the product and all packaging until we provide instructions. Do not install or use a damaged product, and do not handle broken glass.

Prompt notice and photographs help us establish whether damage occurred in transit. Delayed reporting may make it impossible to verify a shipping-damage claim and may affect the available remedy, subject to applicable law. We need enough information to identify the order and assess the reported issue before we can begin the claim review.

Defects discovered later: report manufacturing defects that were not reasonably apparent on delivery promptly after discovery. They will be reviewed under the applicable warranty terms. This inspection requirement does not shorten an applicable written warranty or limit rights provided by law.

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.

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 — a quick video call and one photo are all it takes to make your order fully protected by our Fit Guarantee.

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