Returns & Refunds
Our Return & Refund Policy
Thank you for shopping with Zen Home Fireplaces. We want you to be completely satisfied with your purchase. Please read our policy carefully before initiating a return.
Return Window
We accept returns within 30 days of delivery. Items must be unused, in their original condition, and in original packaging.
Non-Returnable Items
- Items that have been installed or used
- Custom or special-order products
- Items marked as final sale
- Accessories that have been opened
How to Initiate a Return
To start a return, please contact us at [your email address] with your order number and reason for return. Our team will respond within 2–3 business days with return instructions.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or defective. For large or freight items, please contact us before shipping — we will coordinate the return logistics.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days.
Damaged or Defective Items
If your item arrived damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no cost to you.
Questions?
Contact us at [your email address] or visit our Contact page. We're happy to help.