Shipping & Returns
Return & Exchange Policy
Island Fireplaces
Returns
You must submit a return request within 30 days of the original purchase date.
Return Requirements
To qualify for a return:
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Return Authorization Required
All returns must be approved in advance. You must request a Return Authorization (RA) within 30 days of purchase. Returns sent without authorization may be refused.
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Condition of Item
Returned products must be:
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New
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Unused
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Uninstalled
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Unopened
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In original packaging
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In resalable condition
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Return Shipping Responsibility
Customers are responsible for all return shipping costs.
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Freight & Oversized Items (Over 100 lbs)
Items weighing over 100 lbs must be returned via freight or common carrier arranged by the customer.
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Products must be palletized.
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Item must be in all original packaging.
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Do not ship freight items via UPS or FedEx Ground.
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Failure to properly secure freight returns may result in denial of refund.
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Restocking Fees
Approved returns may be subject to a restocking fee of up to 25%, depending on the manufacturer and product type.
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Refund Processing
Once the returned product is received and inspected, refunds will be issued to the original payment method, less:
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Restocking fees
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Original outbound shipping costs
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Return shipping costs
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Any applicable freight fees
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Shipping charges are non-refundable
Non-Returnable Items
The following items cannot be returned:
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Items marked as “Final Sale” or “Non-Returnable”
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Installed or used products
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Made-to-Order or custom products
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Special order venting components
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Clearance items
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Products eligible for parts replacement under manufacturer warranty
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Damaged items not reported per damage policy
Order Cancellation Policy
Orders are processed quickly and often begin fulfillment within 24 hours.
If your order has entered processing or shipped, cancellation fees may apply, including:
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Processing fees
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Freight charges
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Return shipping costs
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Restocking fees (up to 25%)
If the order has already shipped, it must be handled as a return once delivered.
Island Fireplaces reserves the right to deduct applicable fees from any refund.
Damaged Item Policy
All deliveries must be inspected immediately upon arrival.
If Damage Is Visible at Delivery:
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Photograph the packaging before signing.
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Notate damage on the Bill of Lading (BOL).
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Refuse delivery if damage appears severe.
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Contact Island Fireplaces the same day.
If Damage Is Concealed:
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Photograph packaging before opening.
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Take clear photos of product damage.
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Report damage the same day as delivery.
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Retain all packaging materials.
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Do not discard anything until instructed.
Failure to report damage on the day of delivery may result in denial of a damage claim.
If delivery is signed for without noting damage, the shipment is considered received in good condition.
Exchanges
Exchange requests must be initiated within 30 days of purchase.
Products must meet all return condition requirements.
Once approved and received, store credit or exchange will be issued. Shipping and restocking fees may apply.
Incorrect Shipping Address
Customers must notify Island Fireplaces of address errors on the same day the order is placed.
If address changes result in additional shipping or rerouting fees, the customer is responsible for those charges.
Installation & Liability Disclaimer
Professional installation is strongly recommended for all fireplaces, inserts, and venting components.
Island Fireplaces is not responsible for:
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Improper installation
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Installation-related damage
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Property damage
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Personal injury
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Code violations
Manufacturer warranties apply to product defects only.
non-refundable.
By placing an order, the customer acknowledges and agrees to all return, freight, restocking, and inspection policies outlined above.