Terms And Conditions | Do It Yourself Fireplace Kit Installation | Fireplace Sales At HearthStone Supply

Terms And Conditions

Shipping rates applied to standard shipping to locations in the continental US only.

Hearth Stone Supply customer service should be contacted directly to discuss options for shipping outside the continental US.
Customers in remote areas, where delivery may be challenging should also contact customer service to discuss options.
There may be additional charges associated with these deliveries.

Customers will be responsible for deliveries that are returned due to incorrect address or other errors in shipping information.

FREIGHT SHIPPING

Many larger items must be shipped via freight service.
Expectations for the freight company may include receiving items on a pallet, scheduled delivery, items being delivered curbside, etc.
Specific expectations for the freight delivery will be conveyed at the time of purchase.
Customers should contact Hearth Stone Supply's customer service team or the freight company assigned to deliver your item with questions.

REQUEST A RETURN

Hearth Stone Supply is dedicated to ensuring our customers' shopping experience is a positive one.
However, if for some reason a product does not meet expectations, we can help.

Item(s) for return should be unassembled, uninstalled, unused, and returned in its original packaging within 30 days of delivery.

Items not eligible for return include:

Used items: assembled, installed, or used items.

Clearance or other sale items.

Custom-made or special-order products.

Items identified as non-returnable at purchase.

Items not returned within the 30 days of delivery.

If your item is eligible for return, please contact us by phone to arrange for the return of the items.

Customers may be asked to photograph items to show their condition as part of the return approval process.

All shipping costs (to and from) will be deducted from the refund amount.

Customers requesting a refund will receive an email once their request for return has been approved.
The email will contain additional information about the return process.

Approved returns should be shipped within 30 days of the email communicating the approval for return.

Customers should photograph items to show their condition and packaging before returning them.

Items should be returned in the original inner and outer packaging to ensure that there is no damage to the item.
All parts, supplemental materials, manuals, pieces, and packing slips should be included with the return.

Items will be inspected by Hearth Stone Supply's customer service upon receipt.
A refund will be issued according to the method of purchase.
The timeline for the refund will depend on the payment method.

Any item returned outside the 30-day window will not be eligible for a refund.

Any item returned by the customer without approval or according to the Hearth Stone return policy is not eligible for a refund.

DEFECTIVE PRODUCTS

Manufacturers have processes to address defective products, although rare.
Customers should consult the product's manual for information on how to address defective items according to the manufacturer's policy and should contact the manufacturer directly.
Hearth Stone Supply's customer service is available to help customers navigate this process.

Hearth Stone Supply's technicians may be able to trouble shoot the problem and further assist with determining whether a problem with an item constitutes a manufacturing defect or is the result of some other problem such as a problem with assembly or installation.
Please contact customer service to arrange a call with one of our experienced technicians.

Some General Information Concerning Common Manufacturers' Responses to Defective Products:

Defects should be noted and reported to the manufacturer during the warranty period.

Serial numbers, part numbers, item codes, and other purchase information may be needed.

Photographs may be requested to identify problems with the product.

Some manufacturers may request items be return to them.

Some manufacturers may provide replacement items, parts, and pay for a technician to replace defective items.

Hearth Stone Supply is not responsible for manufacturing defects; however, we do attempt to provide our
customers with products from manufacturers with exceptional reputations and quality product lines.

Products Damaged in Transit

If there is evidence that a product is damaged upon delivery, a customer should refuse the receipt of the product from the carrier.
If the damage is not initially evident, or if it is not possible to refuse the delivery, the customer should contact
Hearth Stone Supply customer service within 5 days of delivery to discuss the damage and options to remedy the situation as soon as is possible.

For Assistance: (985) 867-3400