Refund policy
Return & Refund Policy
At Zen Home Fireplaces, we want you to feel confident in your purchase. Because many of our products are specialty hearth and outdoor-living products, return eligibility varies by product and manufacturer.
30-Day Return Policy
Eligible products may be returned within 30 days of delivery. To qualify for a return, merchandise must be new, unused, uninstalled, and in its original packaging with all parts, accessories, manuals, and packaging materials included.
All returns require prior authorization from Zen Home Fireplaces. Please contact us before returning any merchandise. Products returned without authorization may not be accepted.
Restocking Fee & Return Shipping
Approved returns are subject to a 25% restocking fee.
Customers are responsible for all return shipping and freight costs unless the product was damaged, defective, or shipped incorrectly.
Original shipping and freight charges, when applicable, are non-refundable.
Non-Returnable Items
Certain products are not eligible for return, including:
- Custom or made-to-order products
- Special-order products
- Products designated as non-returnable or final sale
- Products that have been installed, used, assembled, modified, or damaged after delivery
- Products returned without their original packaging or in a condition that prevents resale
When a product has additional manufacturer or supplier return restrictions, those restrictions may also apply. Where applicable, return limitations will be disclosed on the product page or communicated before the order is finalized. Non-stock products ordered or obtained from a manufacturer or distributor to fulfill a customer order are non-returnable.
Damaged, Defective, or Incorrect Items
Please inspect your shipment promptly upon delivery.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact Zen Home Fireplaces as soon as possible and provide photographs of the product, packaging, shipping labels, and any visible damage.
For freight deliveries, inspect the shipment before the carrier leaves and note any visible damage or shortages on the delivery receipt or bill of lading.
Please do not refuse a freight shipment solely because damage is visible unless instructed to do so by Zen Home Fireplaces or the carrier. Refusing a shipment may result in additional return freight or service charges.
Damage, defect, shortage, and incorrect-item claims are handled separately from ordinary changeof-mind returns and are not automatically subject to our standard restocking fee.
Return Authorization
To request a return, contact Zen Home Fireplaces with your order number, the item you wish to return, and the reason for the return.
If the return is eligible, we will provide return instructions. Merchandise should not be shipped back until return authorization has been provided.
Once authorization is issued, the product must be shipped within the timeframe stated in the return instructions.
Refunds
Once an authorized return is received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method, less any applicable restocking fee, return freight, or other non-refundable charges.
Processing times for the refund to appear on your account may vary depending on your bank or payment provider.
Order Cancellations
Please contact us as quickly as possible if you need to cancel an order.
Orders that have already entered processing, been released to a manufacturer or distributor, or shipped may not be cancelable. If cancellation is possible after processing has begun, applicable supplier cancellation, restocking, or freight charges may apply.
Questions About Return Eligibility
Because fireplaces, stoves, fire features, grills, and related products may have manufacturer-specific requirements, we encourage you to contact Zen Home Fireplaces before purchasing if you have questions about the return eligibility of a particular product.
Zen Home Fireplaces
Owned and operated by DDJ Stores LLC
151 Dittmer Ln., 1B
Lindenhurst, IL 60046
United States
support@zenhomefireplaces.com