Warranty Guide

Return Policy
You may return your purchase within 90 days of receipt. No refunds will be issued for
incomplete or unauthorized returns. All returned products must be 100% complete,
adequately packaged in original packaging and in resalable condition. Products that
have been assembled or modified will not be eligible for return. All items must be
returned in their entirety, meaning all items included must be returned together. No
returns or exchanges on discontinued items. Please begin the return process by
contacting the store or company where you bought your Real Flame item.
Replacement Parts
In the event that an item has been lost or damaged, either by the manufacturer or in
shipping, you may request a replacement. Replacement parts are not available for all
units and only given at Real Flame’s discretion. We will assess any damage and find a
solution, which could include shipping you a replacement. No replacements are
available for discontinued items or repackaged (open box) products. Please call Real
Flame Customer Service at 800-654-1704 for replacement parts before returning the
damaged item. Please have the following information (which can be found in your
instruction manual) ready before you call Customer Service.
• Model Number of Item
• 4-8 digit Part Number
• Lot Code Number
• Shipping Address
• A picture of the damaged item may be requested. Pictures should be sent
to [e-mail]
Incorrect Order Received
If you received something other than what you ordered, please contact the seller where
the item was purchased within 48 hours of receiving the item.
Please refer to http://www.Realflame.com
for our complete return guidelines and
policies.