1 Contact Grate Wall of Fire to obtain an RA (return authorization) at 1-800-274-7364 or email us by using the "Contact Us" link at gratewalloffire.com
2 Return the item(s) using the RA instructions that you receive from us – be sure to purchase shipping insurance
3 Once the item has been delivered, check your email in about 7 to 10 business days for confirmation of credit or for further information
***For more detailed Return Policy information, please see below***
Returns & Exchanges
All returns and exchanges must be pre-authorized for acceptance before they are sent to us. Simply contact Grate Wall of Fire to receive an authorization for return. UNAUTHORIZED RETURNS WILL NOT BE REFUNDED UNDER ANY CIRCUMSTANCE. The RA expires 30 days after the date the product(s) were originally delivered to you. Grate Wall of Fire has no obligation to refund any return that arrives outside of the 30 day return window.
The customer is responsible for all return/exchange shipping charges. In the event that a return shipping charge is billed to Grate Wall of Fire, the charge amount will be deducted from the customer's total refund amount.
Any return that is packaged with foam packing material (styrofoam peanuts or foam board) will be subject to a $20 disposal fee which we will deduct from your refund amount.
What May Be Returned
Fireplace grates and firebacks may be returned in either new or used condition up to 30 days from the date of delivery for any reason unless the unit is structurally damaged, modified or abused. We will gladly accept the authorized return of product(s) that are defective due to flaws in manufacturing and/or workmanship up to 30 days from the date of delivery.
All other products including fire pits, and accessories must be returned in new/unused condition. All sales are final on custom-built products including custom fireplace grates and firebacks and may not be returned. Fulfillment mistakes that we make resulting in the shipment of incorrect product(s) will also be accepted for return up to 30 days from the delivery date.
All returns must include a copy of the original invoice and customer contact information.
It is the customer’s responsibility to return the product to the correct address and make sure that ALL items are included in the return shipment. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the returned item(s) are received in a condition which we deem unacceptable or if parts are missing, we reserve the right to deny your return. Upon receipt of said return, we will either refuse it or contact you by email to notify you that the item(s) were received damaged or in unacceptable condition. If the item(s) were received damaged, you may file a claim with your shipping company.
Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue the appropriate credit amount in the form of a credit card refund or check. You can expect to receive your refund within 7 to 10 business days.
Orders that qualified for free shipping within the United States will be credited for the entire invoiced amount.
Orders that incurred shipping charges will be credited for the invoiced amount less shipping charges (shipping will not be refunded)
Orders that qualified for free shipping outside of the United States will be credited for the invoiced amount less a 15% return processing charge.
Products purchased and carried away at our Litchfield, Connecticut store will be refunded for the entire invoiced amount. Customer must present original sales slip to receive refund.