Refund policy
Electric FireSpace™ is operated by 496302 B.C. Ltd. Every unit we sell is ordered from the manufacturer for you and inspected at our warehouse before you collect it. That shapes the rules below, so please read them before you order.
Returns
There are no returns after pickup.
Each unit is special-ordered from Valor, Regency or Dimplex for your order. We open and inspect it at the warehouse, and you can look it over again when you collect. Once it has left the warehouse, we cannot take it back for a change of mind, a wrong size, or a unit that does not suit the opening after all. Please check the product page, the manufacturer's manual and your measurements before you buy, and ask us anything you are unsure of first.
After pickup, the only matters we handle are manufacturer defects. These are covered by the manufacturer's warranty, from Valor, Regency or Dimplex on their own terms. Email us with your order number and photos and we will raise the claim with the manufacturer and pass on their decision. The manufacturers accept warranty claims only through the store that sold the unit, so please bring every claim to us rather than to the manufacturer. For Valor and Regency, a warranty claim covers parts only: we supply the approved replacement part, and you or your qualified installer fit it. Dimplex warranty repairs are handled as Dimplex's own warranty sets out. We do not pay labour, travel, removal or reinstallation costs on any warranty claim.
Cancellation
- Before the order is placed with the manufacturer: full refund. We place orders as soon as payment goes through, so in practice this means the same business day. Email us straight away if you need to cancel.
- After the order is placed with the manufacturer: we refund what you paid minus a restocking fee of 25% of the unit price. The manufacturer charges us to take the unit back, and this fee covers that.
Refunds go back to the payment method you used. They usually appear within five to ten business days, depending on your bank.
Uncollected orders
When your order is ready we email you. Please collect it within 30 days of that email. After 30 days we treat the order as cancelled and refund it minus the same restocking fee. If something is keeping you from collecting, tell us before the 30 days are up and we will do what we can to help.
Damage
Every unit is opened and inspected at the warehouse before we tell you it is ready. If a unit arrives from the manufacturer damaged, that is between us and the manufacturer; we sort it out and order a replacement, and you are not involved except for the wait. We will let you know if it changes your pickup date.
Once you have collected your unit, it is in your care. We are not responsible for damage that happens during your transport or installation. Please bring a vehicle large enough for the box and secure the unit upright for the journey.
Contact
Email hello@electricfirespace.ca with your order number.