Warranty

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.
2) Any fuel container that you believe is damaged must be reported within 48 hours of receiving
the shipment. If reported after 48 hours, Real Flame is no longer responsible for issuing an RMA
or a replacement.
3) Our Real Flame Gel Fuel is clearly marked to last at least one year from the date of purchase.
Any fuel that is older than one year is not returnable.
4) If you believe the fuel is defective, you must call our Customer Service Department as soon as
possible. We will then assess your concerns and help find a solution.
Refused Shipment
If a customer refuses an order in transit without notifying our Customer Service Department and getting an
RMA, the customer will be responsible for all shipping costs including original shipping fees and return
shipping fees. Real Flame will also charge a 25% handling fee to cover the costs of additional processing
and treat the refused shipment as a general return, with the routine 15% restocking fee added.
Damaged Shipment
It is imperative to check all packaging before accepting your order. If the packaging has any sign of
damage, refuse the package and note the damage on the box. Please call our Customer Service Department
immediately at 1-800-654-1704 and report the damaged package. If damage is not reported within 48 hours
after receiving package, Real Flame will no longer be responsible for issuing an RMA or replacing the
damaged product. After you sign for the package it becomes your responsibility to make claims with the
shipping company to recoup any damages. Please be sure to inspect all packaging before you sign for them.
Missing Shipment
In the rare case that a shipment does not arrive, you must call our Customer Service Department at 1-800-
654-1704 and report the missing shipment. We will then issue a tracer for the package to determine if it has
been delivered to an incorrect address or is lost. After we know the results, we will replace the product or
refund your money. It can sometimes take more than two weeks to receive tracer results. You may also
repurchase the product. If you do so, you will be credited for the original once the tracer results are
established. It is important that we receive correct information for issuing a tracer for the packages. A
current phone number and shipping address are required. Without a tracer, we will be unable to send
replacements for lost orders and will assume that the items have been received.
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, including ordering and shipping a replacement
to you. No replacements available for discontinued items or repackaged (open box) products.