Return Policy

Effective Date: January 16, 2025

At Regal Fireplaces, we strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not happy with your order, we offer a straightforward return policy. Please read the following details to understand the process and conditions for returns.

1. Return Period

You may return most items within 30 days of the purchase date for a full refund or exchange, provided that the item is in its original condition and packaging. To ensure eligibility for a return, the item must be unused and undamaged, with all original parts, accessories, and documentation included.

2. Non-Returnable Items

While we strive to provide flexibility in our returns, some items are not eligible for return. These include:

  • Opened software or digital downloads (due to the nature of the product)
  • Clearance items or products marked as final sale
  • Custom-made or personalized items (if applicable)

If you have questions regarding whether an item is returnable, please contact us before initiating the return.

3. Return Process

To begin the return process, please follow these steps:

  • Contact Us: Reach out to our customer service team via email at info@regalfireplacees.com to obtain a Return Merchandise Authorization (RMA) number. This number must be included with your return shipment.

  • Prepare the Item: Securely pack the item in its original packaging, ensuring it is protected during transit. Include a copy of your purchase receipt or order confirmation to facilitate the return process.

  • Ship the Item: Send the return item to the address provided by our customer service team. We recommend using a trackable shipping service to ensure that the item reaches us safely.

4. Refunds

Once we receive your returned item, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used during the purchase. Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.

5. Exchanges

If you wish to exchange an item for a different product, please follow the standard return procedure and initiate a return for a refund. Afterward, you may place a new order for the desired item. Unfortunately, we cannot directly exchange items but are happy to assist you with a refund and new order placement.

6. Shipping Costs

Unless the return is due to an error on our part (e.g., defective product or incorrect item shipped), the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that your return arrives safely. Please note that shipping costs for the original order are non-refundable.

7. Contact Us

If you have any questions or need assistance regarding returns, please don’t hesitate to reach out to our customer service team. You can contact us using the details below:

For additional information, please visit our website at regalfireplacees.com.