Returns
We only exchange items if they are defective or damaged. Fireplaces are assembled and inspected PRIOR to shipping and refunds are RARELY granted. Should you however feel that you qualify for an exchange, send us an email at jurgenw@theburnernerfactory.com
Our policy lasts 5 days from date of Package Received. If 5 days have gone by since your receipt (Delivery Date), unfortunately we can’t offer you an exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Shipping
To return your product, you should send us an email at jurgenw@theburnerfactroy.co.za – We will get in contact with you as soon as possible.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If an exchange is granted, the cost of shipping will be paid by The Burner Factory.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.