Refund policy
At Fireplaceworld.ae, we are committed to ensuring our customers are completely satisfied with their purchases. If you experience any issues with your order, such as damage to the product, we are here to help. Below is our return and refund policy to guide you through the process.
Damaged Products:
If your product arrives damaged (e.g., cracked, broken, or otherwise unusable), we will gladly offer a replacement or refund. To process your claim, please contact us at info@fireplaceworld.ae within 24 hours of receiving the order, with the following:
- A description of the issue
- Photographic or video evidence of the damage
- Your order number and any relevant details
Please note that if the packaging or box is damaged, we kindly ask that you take a photo before opening it. This helps us assess the situation fairly and determine the best course of action. Rest assured, we will do our best to provide a solution that meets your needs.
To start a return, you can contact us at info@fireplaceworld.ae.
Packaging Considerations
While we take great care to package our items securely, some minimal dents or scuffing may occur during shipping. Please be aware that this is normal and does not qualify as damage. Additionally, it is common for there to be some dusting around the outside of product pans, which is also not considered damage.
Returns:
We have a 2-day return policy, which means you have 2 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging. You’ll also need the receipt or proof of purchase.
Used items or items without their original packaging cannot be returned or exchanged.
Please note that customers would need to send the returned item/s to the following address: Ajman, Al Jerf Industrial area 2, Ajman, United Arab Emirates. Our team will share with you all necessary details once return process is initiated.
You can always contact us for any return question at info@fireplaceworld.ae or by phone at +971-4-5654177
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom made or on-order products, Bio-ethanol fuel & lighters. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@fireplaceworld.ae.
Thank you for choosing Fireplaceworld.ae. We value your business and are committed to ensuring a positive shopping experience.