Return Policy

Return Policy

Fireplaces / Fireboxes can be returned within 30 days of delivery with authorization from ProCom Heating Inc.. Return credits are issued within 1-2 business days after we receive and inspect the items. Refunds are for the cost of product only. Please note that shipping charges are non-refundable and that the actual cost of shipping to the customer and the actual cost of the return shipping will be deducted from your refund. After 30 days, the item is subject to the manufacturer’s warranty.

Please keep in mind that once an order has shipped, it cannot be cancelled. Refused orders fall under our standard return policy.

Refused Shipments

A refused shipment occurs when the customer refuses to accept the package during a delivery attempt. Please notify us right away if you refuse a shipment so that we can expect the return shipment. All refused shipments we receive but do not have record of will fall under our standard return policy. Please note that shipping charges are non-refundable and that the actual cost of shipping to the customer and the actual cost of the return shipping will be deducted from your refund.

Return Eligibility

Items must be in new condition, in the original packaging and include all accessory and/or included parts to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:

  • Items clearly marked “Closeout” (clearly indicated on the product page)
  • Gift Certificates
  • Personalized Items
  • Items Marked “Non-Returnable” (clearly indicated on the product page)

Important Things to Know

  • All products carry different warranties. This information will be noted on the product page.
  • Your order may be shipped in separate boxes, and they may be delivered at separate times.

Refund Information

Credits can only be issued back to the original payment or in the form of store credit. Return credits are issued within 1-2 business days after we receive and inspect the items. Refunds are for the cost of product only. Please note that shipping charges are non-refundable and that the actual cost of shipping to the customer and the actual cost of the return shipping will be deducted from your refund.

Warranty Claims

After 30 days, items are subject to the manufacturer’s warranty (warranty terms are specified on each product page). You must contact the manufacturer directly to report warranty claims.

Missing or Damaged Parts?

  • If you notice missing or damaged parts, please contact us within 30 days of delivery and we will ship you replacement parts free of charge. If we cannot replace the parts, we will send a pre-paid return label for the original package and we will exchange the item or schedule a full refund within 1-2 business days after we receive and inspect the items.
  • If you decide you do not want parts or a replacement unit, you can return the item under our standard Defective Items return policy.

Damaged Shipment?

  • If your item arrived damaged we will be happy to resolve the issue. Please note that damages must be reported within 30 days of delivery.
  • When you sign for delivery, even if only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. After we receive the item at our warehouse we will send you a replacement right away.
  • If you received a damaged product or the wrong product and we cannot solve the issue with either a replacement unit or replacement parts, we will pay to return the items and refund your order within 1-2 business days after we receive and inspect the items.
  • Please take pictures of any damage and send them to our customer service department when you open the claim.

Defective Items?

  • If your item arrived defective, we will be happy to resolve the issue. Please note that defective items must be reported within 30 days of delivery.
  • If your product has a manufacturer's defect, we will either replace the defective part, or, if necessary, the entire unit. It is our discretion whether a replacement part or replacement unit is sent to correct the issue.
  • All replacement parts will be sent free of charge. Installation costs of any replacement part are not covered by ProCom Heating Inc..
  • If the replacement part does not correctly resolve the issue, a pre-paid return label will be sent for the defective unit. Once we receive the defective unit, a refund will be scheduled within 1-2 business days after we inspect the items.
  • If a replacement unit must be shipped, a pre-paid return label will be sent for the defective unit. Once we receive the defective unit, a replacement unit will be shipped free of charge after we inspect the items.
  • A defective unit can only be replaced once. If a replacement unit is sent for a defective unit and that replacement unit is found defective, then a pre-paid return label will be sent and a refund will be scheduled within 1-2 business days after we receive and inspect the items.
  • If a replacement unit is sent for a defective unit, the replacement unit has a 30 days return policy from the date of delivery.

Translate »