Warranty & Returns

Manufacturer warranty, honored

Every fireplace sold here is a new, factory-sealed unit bought through the brand's authorized dealer channel, so the full manufacturer warranty applies. Terms are typically 1 to 5 years on the heater and electronics and 1 year on the LED flame set; the exact term is on each product page. Warranty claims run through us: send your order number, a description and a photo or short video, and we open the claim with the manufacturer and stay on it until it is resolved.

Returns

• 30 days from delivery on unused units in the original carton.
• Manufacturers charge a restocking fee on opened or installed units, generally 15-25%. We pass it through at cost and show it on the product page before you buy.
• Return freight is the buyer's cost unless the unit arrived damaged or defective.
• Refunds go back to the original payment method within 5 business days of the warehouse receiving the unit.

Damaged or defective on arrival

Photograph it, note it on the delivery receipt, and contact us within 48 hours. We replace it at no cost to you and handle the carrier claim ourselves.

Cancellations

Free any time before the unit ships. After it ships, the order is handled as a return.

Questions: 773-930-2260 or jorge@cerostudios.net.