What is your return policy?

What is your return policy?

As can be seen on our website here, the following is the IGNIS® Return Policy:

Because Ignis® works hard to ship your order quickly, cancellations are only accepted prior to tracking or pro number being generated. Cancellations requested after shipment are subject to round-trip shipping and restocking fees.

It is important that you inspect both the shipping carton and product(s) upon taking receipt of your order. Shipping damages may only be claimed within 24 business hours of receiving your package. To report damage, please email info@ignisproducts.com or call us at 855.694.4647 within 24 business hours. We are unable to accept claims for shipping damages after this period. 

Authorization to return merchandise is required. Merchandise received at our facility without prior authorization and corresponding RMA number will not be refunded. If you wish to request authorization for a return, you may do so here.

In the event of a buyer’s remorse return, you are responsible for return shipping charges. Additionally, any original outgoing shipping charges will not be refunded.

It is your responsibility to ensure that the returned goods are properly repacked. We will not accept responsibility for goods damaged in transit that are a result of improper repacking merchandise or in instances where returned package is void of original protective packing material. Additionally, we encourage you to take photographs of the product and of its packing prior to sending the package.

Under rare circumstances where a return is made as a result of merchandise damage or defect, Ignis® will gladly accommodate you with a pre-paid shipping label and coordinate a pickup of merchandise by our carriers, if you so choose, for your convenience.

Approved returns are processed within 2-4 business days. Once the returned merchandise is inspected and deemed to be in appropriate condition, a credit will be issued to your original form of payment only. Credits typically take 3-5 business days to be reflected on your account.

If an item is returned to us because of an undeliverable address or failure to make proper arrangements for pick up of the package before the final delivery attempt, then the order will be canceled and refunded, minus original & return (if applicable) shipping costs.

If merchandise is returned in used/altered condition or is void of the original packaging and supplemental items, a 20% restocking fee will be assessed and deducted from the refunded amount. If the use is such that it is no longer a functioning piece, no refund will be given.

Please note that the following are non-refundable. In order to provide a consistent customer experience, no exceptions will be made:

  • Any merchandise that is defaced or physically damaged by the end-user. We reserve the right to check the condition of returned items before issuing any refund or credit.
  • Items that do not include all original manufacturers' packaging and/or accessory items.
  • Customized or special orders are non-refundable or exchangeable. If an item is received with defect or damage, and is reported in accordance to the above, Ignis® will take the necessary corrective action in a timely manner.

  • Any items returned more than 30 days from the date of receipt.

IMPORTANT: It is vital that due diligence is performed prior to purchase as it relates to municipal, building or other code enforcement governing fireplace installation and use in your locale. Ignis® does not warrant that our products adhere to codes in your locality nor do we accept returns under this basis. As a business that caters to an international audience, it is impossible to have knowledge of said codes worldwide.