Refund policy

Custom Fireside Returns and Cancellation Policy

At Custom Fireside, we are committed to providing quality products and transparent service. To protect both our customers and the business, the following return and cancellation policy applies:

1. Returns:

o Stock items may be returned within 5 business days for a full refund or store credit if unused, in original packaging, and able to be re-sold condition.

o Custom or special-order items are non-returnable unless defective or damaged upon receipt.

2. Cancellations and Changes:

o Deposits are subject to change or restocking fees for modifications or cancellations.

o Fees are based on the order’s cost, with higher charges for custom or manufacturer-ordered items.

o Customers will be informed of applicable fees and must sign or digitally acknowledge this policy before proceeding.

3. Stock vs. Special Orders:

o Stock items are defined as items already in stock before the customer initiated the sale. Typically, these items will incur lower fees.

o Custom or special-order items are defined as any item not in current inventory needing to be ordered to fulfill the customers sales order for their project.  These will have higher fees to cover associated costs to changing the order.

4. Acknowledgment:

o The policy will be included in all sales orders.

o Customers must sign or digitally acknowledge this policy before finalizing the purchase.

Please contact us with any questions. Thank you for your understanding.