The Custom Fire Place Return Policy is as follows:

 

A) All returned product must have an RMA (Return Merchandise Authorization) from one of our technical support people, in the box with the product.

Products will not be processed without an RMA

To get an RMA just call, fax or e-mail The Custom Fire Place, describe the reason

for wanting the RMA.

 

B) If the reason is a defective product the tech support person will attempt to solve the problems over the phone. If that doesn’t work out, an RMA and a return services (UPS) label will be issued.

PRODUCT TESTING PROGRAM

When these items get here they will all be tested :

b1) If an item is found to be defective it will be repaired or replaced at our discretion. TCFP will absorb all costs of incoming/outgoing freight, replacement or repair costs and, if product is in warranty, possibly a warranty labor amount.

b2) If a remote control is found inoperative due to a battery or programming related failure, we will provide new batteries and/or another set of programming instructions. Customer is responsible for incoming and outgoing freight.

b3) If the product is not a battery operated device and is found to be non defective

it will be returned by UPS Freight in and out are at customers expense.

b4) For products or parts that have been tested and found to be defective our customers have a choice. They can have us send them a replacement for the product or part or have us build a whole new kit using that part and any other parts that had been returned to us on the same RMA and adding any other parts needed. The customer will be billed only for the added parts. TCFP will absorb the cost of testing, building the kit and freight both ways.

http://www.thecustomfireplace.com/

thecustomfireplace@yahoo.com

(678)580-2591

(678)669-1848  fax

b5) For products or parts tested and found not defective our customers have a choice. They can have us return the part of the product or have us build a whole new kit using that part and any other parts returned to us on the same RMA and adding any other parts needed. Cost of the added parts plus freight both ways will be charged to the customer.

b6) A Product Testing Report will be filled out by our testing department showing what was found in testing and disposition of tested products. This report will be included with any products returned to customer.

 

C) If a return is needed due to a mistake on our part, we will issue a Return Services

Label and when products are received at Hearth Products Controls, or Aspen Industries credit will be issued for the products and the outgoing freight on the original invoice.

 

D) If an return is needed due to a customer mistake, customer order error, or change of heart and is still under warranty.  When products are received we will issue credit for the full purchase price less a 20% restocking charge and the cost of return freight will be on the customer.

 

Decorative Glass is only returnable in the original packaging. Call TCFP if you are returning unused glass.