Warranty

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REAL FLAME

WARRANTY and RETURN POLICY

Warranty

Jensen Metal Products, Inc., doing business as Real Flame

, warrants Real Flame vent-less fireplaces and

accessories to be free from defects in parts and workmanship under normal use and service for a period of

90 days from the date of purchase. In the event of such defects Real Flame will, at its option, replace the

defective product or refund the purchase price. The foregoing is the exclusive remedy and Real Flame

disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular

purpose. In addition, Real Flame will not be responsible for consequential damages in excess of the

purchase price of the product on which such liability is based. Electric fireplaces carry a one-year warranty

on the electric firebox only.

Return Policy

You may return your purchase within 90 days of receipt for a refund of the purchase price excluding

shipping costs and a 15% restocking fee. Customers are responsible for return shipping unless we agree to

accept an item as defective or damaged. We will refund original shipping charges only if we made a

shipping error.

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, assuming they adhere to

Real Flame’s return guidelines and policy below.

All returns will require a valid Return Merchandise Authorization number (RMA) issued by our customer

service team at Real Flame. Please call 1-800-654-1704 to start your RMA process. Items returned without

an RMA will not be considered for a refund. You have 90 days from the time you receive your shipment to

request an RMA. The RMA will expire 15 days after it is issued and cannot be extended or re-issued. A

valid RMA number must be written clearly on the shipping label or box. No refunds will be issued for

incomplete or unauthorized returns.

Refunds will be issued after items arrive in our warehouse and are inspected. It may take three to five

weeks from the date we receive an item for your account to be credited. Real Flame reserves the right to

refuse any returned product. Please refer to our return guidelines for further information.

Return Guidelines

1) No returns will be accepted more than 90 days after you receive the merchandise.

Unfortunately, we cannot allow any exceptions to our return policy

2) We will not accept damaged merchandise that was not inspected by the customer at the time of

original delivery and was not reported or claimed within 48 hours of receipt. If the customer signs

for delivery and does not report any damage to the shipping company, or to Real Flame, then it’s

the customer’s responsibility to file a claim for damages with the shipping company.

3) No returns or exchanges on discontinued items.

4) All returned products will be inspected. Any item that is returned as defective and is found not

to be so will be subject to a 25% handling fee as well as the restocking fee of 15% plus all

shipping costs.

5) If non-returnable items are sent back, no credit will be issued. The customer will be responsible

for shipping charges. Items will be re-sent upon receipt of payment for shipping charges. Items

will be deemed abandoned if we are not contacted within 30 days from the date we receive the

merchandise.

6) If a customer refuses to accept a shipped order without setting up an RMA, then the customer

will be responsible for all shipping costs. Also, a 25% processing fee will be assessed with the

standard 15% restocking fee.

Summary of content (3 pages)

PAGE 1
REAL FLAME® WARRANTY and RETURN POLICY Warranty Jensen Metal Products, Inc., doing business as Real Flame®, warrants Real Flame vent-less fireplaces and accessories to be free from defects in parts and workmanship under normal use and service for a period of 90 days from the date of purchase. In the event of such defects Real Flame will, at its option, replace the defective product or refund the purchase price.
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Products that cannot be returned or exchanged 1) Packages without an RMA (Return Merchandise Authorization). 2) Product that has been used or shows signs of assembly. 3) Any discontinued product. 4) Any parts or replacement parts. 5) Product not in original packaging. Gel Fuel Return or Replacement 1) Real Flame will not accept any fuel returned without an RMA from our Customer Service Department at 1-800-654-1704.
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Incorrect Order Received If you received something other than you ordered, please contact Customer Service within 48 hours of receiving the item. We will provide an RMA and instructions on how to ship the product back. All shipping costs will be covered by Real Flame upon proof that the item shipped was not on the original order.