Refund policy

Hogarazo is an online store operated by Conecta Media LLC in Illinois.

Product-specific terms disclosed before payment

The product page and this policy identify whether the exact product is returnable, special order or final sale, together with the applicable return window, restocking charge and freight responsibility. If an order uses a quote and payable invoice, those documents also identify its terms. The Amantii and Sierra Flame fireplace terms below apply to both online-checkout and quoted orders, except special-order or final-sale exceptions disclosed before payment. Orivon non-defective sales are final and are not eligible for buyer-remorse returns. A product disclosed before payment as final sale is not eligible for a buyer-remorse return, but that classification does not eliminate covered defect, freight-damage, wrong-item or non-waivable rights.

Inspect freight before signing

Electric fireplaces generally arrive by LTL freight. Inspect every side of the carton before signing the delivery receipt. Photograph the carton and note any visible dents, tears, crushing, punctures or missing pieces on the delivery receipt. Refuse a shipment that is severely damaged. Keep all packaging until you have confirmed the unit is undamaged.

Signing a clean receipt can make a carrier claim more difficult, but it does not eliminate rights provided by applicable law or this policy.

Freight damage

For Amantii and Sierra Flame shipments, report visible or concealed freight damage to Hogarazo within 48 hours of delivery and include photographs of the carton, shipping label, delivery receipt and product. Do not discard the packaging or install a damaged unit.

For Amantii and Sierra Flame shipments, Hogarazo will administer the carrier claim and coordinate the commercially appropriate replacement, parts or refund. Freight damage is separate from the manufacturer's product warranty.

For Orivon shipments, report delivery damage or defects to Hogarazo promptly and within seven days of delivery, with photographs and order details. Keep all packaging. Hogarazo routes the evidence to Orivon for verification and the applicable remedy under its damage/defect process.

Wrong item or Hogarazo fulfillment error

If the model or quantity delivered does not match your Hogarazo order, do not install or alter it. Contact us promptly with the order number, shipping label and photographs of the unopened product and model label. We will arrange correction at no return-freight or restocking cost to you. This is separate from buyer's remorse.

Buyer-remorse returns — Amantii and Sierra Flame

For an eligible Amantii or Sierra Flame fireplace, request a return within 7 calendar days after delivery, whether purchased through online checkout or an accepted quote. A return material authorization (RMA) is required before shipping anything back.

To qualify, the product must be:

• unopened, unused and uninstalled;
• in its original, unaltered manufacturer packaging;
• complete with all parts, accessories and documents;
• in new, technically faultless and resalable condition.

Opened cartons, installed or hardwired products, modified products, products missing packaging or parts, and products damaged after delivery are not eligible for buyer-remorse return.

Approved buyer-remorse returns are subject to a 20% restocking fee. The customer is also responsible for the actual original outbound freight and insured return freight. Returns must be securely palletized and sent by an approved freight carrier; parcel or courier returns are not accepted. Unauthorized returns will be refused.

Cancellations

For an Amantii or Sierra Flame fireplace order, whether purchased through online checkout or an accepted quote, you may cancel without a fee before the supplier begins picking or palletizing the order. Once picking has begun but before carrier pickup, a $75 cancellation fee applies. After the shipment has left the warehouse, the applicable buyer-remorse return terms above apply. Other disclosed special-order or final-sale products may have different cancellation terms.

Contact us immediately if you need to request cancellation. A cancellation is not complete until Hogarazo confirms it in writing.

Shipment-delay cancellation

If an order cannot ship within the promised or otherwise applicable shipment window, Hogarazo will provide the legally required delay notice and cancellation option. A customer who chooses that shipping-delay cancellation receives a refund for the unshipped merchandise; a supplier picking fee or final-sale label does not replace rights that applicable law provides for an unshipped late order.

Refund timing

After an authorized return is received and inspected, Hogarazo will notify you whether it was accepted and the amount approved after applicable restocking and freight deductions. Approved refunds are issued to the original payment method. Your bank or card issuer may require additional time to post the credit.

Manufacturer warranty

Warranty term and coverage vary by model and are shown on the product page and current manufacturer warranty. Some warranties are parts-only and exclude labor; the exact current written warranty for the purchased model controls.

Contact Hogarazo first for warranty support. We collect the proof of purchase, model and serial number, photos or video and installer information, then administer the case through the manufacturer's dealer-support channel. Incorrect installation, misuse, unauthorized alteration, freight damage and other written exclusions are not manufacturing defects. Do not continue using a unit that sparks, smells unusually hot, repeatedly trips electrical protection or shows physical damage; stop use and contact a qualified installer or electrician.

This policy does not limit rights that cannot be waived under applicable law.

Questions: call 773-930-2260 or use https://hogarazo.com/pages/contact