Returns, Refunds & Order Cancellations

Last Updated April 2026

Phone: ‪(540) 212-9374

Email: orders@firstresponsefireplaces.com
Business Address: 1314 North Royal Avenue Suite B, Front Royal, VA 22630

At First Response Fireplace Products, LLC we work with many top brands in the industry and all our products are of the highest quality. It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist.

Cancellations

You may cancel your order at any time before it ships. Please note that exceptions apply for custom orders and made-to-order products (see below).

Payment processing fees are non-refundable and will be deducted from your refund amount at the time of cancellation.

To cancel an order, contact us via:

• Live chat on our website
• Email: orders@firstresponsefireplaces.com
• Phone: ‪(540) 212-9374

Custom Orders & Made-to-Order Products

We take pride in offering customizable and personalized products so you can find exactly what suits your needs. Because custom and made-to-order items are put into production specifically for your order, they are not eligible for cancellation or refund.

All sales are final for custom and made-to-order products.

Return Process

Items Eligible for Return

Most unused items may be returned within 30 days of delivery, provided they meet all of the following conditions:

• The item can be packed and returned in its original packaging
• The item is in the same condition as when it was received
• The item has not been installed or used

Items Not Eligible for Return

• Custom and made-to-order products
• Items marked "non-returnable" in the product description
• Used items, or items that have been installed or assembled
• Bundled kits sold at a discounted rate (the entire kit must be returned)

Shipping Fees for Returns

We offer free shipping on all orders over $99 — a cost we absorb to bring you outstanding products at great prices. However, if you choose to return an item, we must recoup those freight costs.

• You will be responsible for the original outbound shipping cost we covered to send the item to you
• You will also be responsible for the return shipping cost back to the warehouse

Exchanges: We will cover the cost to ship your exchange item to you.

Restocking Fees

A restocking fee of 20% may apply to your return. Whether a restocking fee applies is determined by the manufacturer or distributor at the time of your return.

We do our best to minimize or avoid restocking fees wherever possible. Exchanges give us significantly more flexibility to absorb associated costs — so if you're on the fence, an exchange is often the better option.

Scheduling a Return

1. Contact our customer support team via email at orders@firstresponsefireplaces.com or phone at ‪(540) 212-9374‬
2. We will gather information to confirm your item is eligible for return
3. You will receive an email within 1 business day confirming whether your return has been approved or denied
4. If approved, the email will include detailed return instructions — you will have 30 days from the delivery date to return the product

Refunds

• Refunds are processed back to the original form of payment
• A 4% processing fee will be deducted from your refund to cover non-recoverable transaction costs charged by our payment processor.
• Please allow up to 14 days for your refund to be processed from the time we receive your return
• Most banks process refunds within 3–5 business days after processing is complete
• For orders paid by bank wire or check, a refund check will be mailed and is valid for 90 days from the issue date
• Shipping costs will be deducted from your refund
• If a restocking fee of 20% applies, we will notify you during the return review process
• If your returned item is ineligible for a refund, we will notify you as soon as possible

Important: Items Not Eligible for Return

Please note: Not all items are eligible for return. Custom and made-to-order products cannot be returned or refunded under any circumstances. All sales are final on these items. Additional exclusions apply — see the full list below.

• Custom and made-to-order products
• Items marked "non-returnable" in the product description
• Used items, or items that have been installed or assembled
• Bundled kits sold at a discounted rate (the entire kit must be returned)

Damages

We work hard to ensure your order arrives in excellent condition. In the rare event of shipping damage, please follow the steps below so we can assist you promptly.

Freight / Signature-Required Deliveries

• Inspect your order in the presence of the delivery driver before signing
• Any damage or missing pieces must be noted on the delivery receipt
• Signing without noting damage indicates you accept the order arrived in full and excellent condition
• Do not discard any damaged items or original packaging
• For severe damage, note "refused due to damage" on the delivery receipt and contact us immediately
• Report damage within 1 business day via live chat, email at orders@firstresponsefireplaces.com, or phone at ‪(540) 212-9374‬ — please have delivery details and photos ready
• Damaged items must be returned within 30 days

Standard Shipments

• Any damage or missing pieces must be reported within 30 days of receipt
• Do not discard any damaged items or original packaging
• Contact us via live chat, email at orders@firstresponsefireplaces.com, or phone at ‪(540) 212-9374‬ — please have delivery details and photos ready

Refused Deliveries

A refused delivery occurs when a customer declines acceptance of a shipment, delivery attempts fail due to customer unavailability, or the carrier returns a shipment due to incorrect or incomplete delivery information.

For non-defective items, the customer is responsible for all original outbound shipping costs, return shipping costs, and any applicable restocking fees. Refunds will be processed after the item is returned, inspected, and confirmed to be in new, unused condition.

Refused delivery of custom or made-to-order products does not relieve the customer of payment obligations — all sales remain final on these items.

If delivery cannot be completed, additional storage and redelivery charges may apply and are the responsibility of the customer.

Warranty

In the unlikely event your product experiences a defect, our technical team will guide you through the manufacturer's warranty process.

Due to the technical nature of our products, troubleshooting is required by the manufacturer before a warranty claim can be processed. Your installer will need to troubleshoot and diagnose the issue on-site while working with our technical team. If troubleshooting leads to a confirmed defect, we will submit a warranty claim to the manufacturer on your behalf and ask you to review the terms before proceeding.

Once submitted, the manufacturer will review and approve or deny the claim. If approved, your warranty replacement part(s) will begin processing for shipment. If the claim is denied or more information is needed, we will notify you as soon as possible.

All warranties are processed as exchanges. You will receive a pre-paid return label for the defective part(s), which must be returned within 30 days of receiving the replacement(s).

Warranty claims can take 1–4 weeks to process depending on the season. We recommend testing your unit in late summer or early fall to confirm it's in good working order before the heating season begins.

Exceptions

Management may approve exceptions on a case-by-case basis for documented shipping errors, defective products, or other extraordinary circumstances.