Returns & Refunds Policy
Last Updated: December 23, 2025
⚠️ Important: Due to the size, weight, and nature of SimpliFire electric fireplaces, returns are evaluated on a case-by-case basis. Please read this policy carefully before purchasing.
Damaged or Defective Products
We stand behind every product we sell. If your SimpliFire fireplace arrives damaged or is defective:
Damaged Upon Arrival (7-Day Window)
If your fireplace is damaged during shipping:
- Inspect immediately: Check the product upon delivery before the carrier leaves
- Document damage: Take photos of the packaging and product damage
- Note on receipt: Write damage description on delivery receipt
- Contact us within 7 days: Call (512) 813-9316 or email info@lightyourfiretx.com
- We will: Replace the damaged unit at no cost to you or issue a full refund
Defective Products (Manufacturer Warranty)
SimpliFire products come with a 1-year manufacturer warranty covering defects in materials and workmanship:
- Contact manufacturer: SimpliFire warranty claims are handled directly with the manufacturer
- We can help: Contact us and we'll assist you with the warranty claim process
- Warranty coverage: Repair or replacement of defective components
- Not covered: Damage from improper installation, misuse, or normal wear
Change of Mind / Wrong Size
Due to the specialized nature of these products, we have the following policy for non-defective returns:
✓ Unopened/Unused Returns: If the product is still in original, unopened packaging and has not been installed, we may accept a return within 14 days of delivery.
Conditions for Returns
- Product must be in original, unopened packaging
- All accessories, manuals, and components must be included
- No signs of installation or use
- Original shipping materials intact
- Return must be requested within 14 days of delivery
Return Fees
For approved returns due to change of mind or incorrect size selection:
- Restocking fee: 25% of purchase price
- Return shipping: Customer is responsible for all return shipping costs
- Original shipping: Non-refundable
Non-Returnable Items
The following cannot be returned:
- Products that have been installed or used
- Products with damaged or missing packaging
- Products with missing components or accessories
- Products not reported damaged within 7 days of delivery
- Products damaged due to improper installation
How to Request a Return
To request a return authorization:
- Contact us: Call (512) 813-9316 or email info@lightyourfiretx.com
- Provide: Order number, reason for return, and photos (if damaged)
- Receive authorization: We'll evaluate your request and provide a return authorization if approved
- Ship back: Package securely and ship to the address provided
- Refund processed: Within 5-7 business days after we receive and inspect the return
Refund Method
Approved refunds will be issued to the original payment method:
- Credit/Debit Card: 5-10 business days to appear on your statement
- Restocking fee: Deducted from refund amount (if applicable)
- Shipping costs: Not refunded (except for damaged/defective items)
Exchanges
We do not offer direct exchanges. If you ordered the wrong size:
- Request a return (subject to approval and fees)
- Place a new order for the correct size
- Or: Keep the original and we can help you resell it locally
Questions or Concerns?
We're here to help. Before purchasing, if you're unsure about sizing or have questions:
- Call us: (512) 813-9316 for product consultation
- Email us: info@lightyourfiretx.com
- Hours: Monday-Friday, 9:00 AM - 6:00 PM CST
💡 Pro Tip: Measure your space carefully and review product specifications before ordering. We're happy to help you choose the right size—just call us at (512) 813-9316.