/Policies
Policies 2018-10-24T18:16:26+00:00

MagikFlame Terms of Service & Privacy Information

About MagikFlame

Doing business as MagikFlame LLC. Manufacturer of the most realistic high-end electric fireplaces for the consumer.

MagikFlame distributes through our web site and Amazon as well as through 3rd party brick and mortar distributors who can be found in the dealers section. We believe in delivering the best electric fireplace available each and every time as well as offer the best customer service before and after purchase. We urge you to watch our demonstration video and view our gallery to get an idea what the product looks like before ordering. We offer refunds if you are not satisfied with our fireplaces and will be taken back up to 30 days with original packaging (only).

Contact Customer Service

We can be reached seven days a week 8 AM – 10 PM Monday – Sunday by phone at 954-389-9550 or email at sales@magikflame.com.

Warning About the HoloFlame

The HoloFlame 28″ insert makes use of holographic glass that has a special optical coating on it that makes it very reflective. Be aware that when you set this fireplace in your room bright ceiling lights and windows may be visible in a reflection in the glass. The HoloFlame looks best in dim lighting away from bright reflecting light sources. When viewed from a proper seated position (4-6 feet away from the firebox, seated, and looking directly into the insert reduces all un-wanted reflections). Returns due to the reflective nature of the glass are considered non-defective and you are responsible for return shipping fees and the original shipping fees when returning. Please be sure to view your product at the proper angle with dim lighting for best performance.

Return Policy

If you are not completely satisfied with your purchase from MagikFlame, for any reason, we will offer you a full refund within 30 days of receipt of the item. Products may not be returned for any reason after 30 days. Shipping is non-refundable. Products returned in anything other than the original packaging will be refused. If duct tape or anything other than clear packing tape is used on the boxes there will be a $50 charge for the packaging.

If the items being returned are defective we will ship you replacements free of charge and send you a UPS/FedEx call tag to send the defective item back. If the items being returned are not defective you are responsible for the return shipping fees and a 15% re-stocking fee. When items including all accessories are returned un-damaged a refund will be issued via the original credit card (minus the original shipping fees).

Items are not eligible for return without a valid RMA number. All items refused and returned to sender will bare additional costs of shipping if returned to the wrong address. IE: Shipments must be returned to our distribution center and any additional freight charges that MagikFlame incurs in re-routing freight will be passed to the end customer. Contact us for the proper shipping address of your items before sending anything back. Do not return items without prior authorization to do so.

Any items returned not in the original box will be refused. Likewise any items returned damaged will not be refunded. Returns are only eligible for a refund if the items being returned are in the original box and in good cosmetic condition with all accompanying accessories (IE: hardware, glass, remotes, brackets, etc).

Units that are returned damaged by the end user will not be refunded. Units must be in “like new” re-sell-able condition to be accepted or the full refund policy is void. Such damage includes scratches to the sheet metal chassis, damage to the computer or touch screen, or other physical damage that makes the unit un-sell-able as new. Never attempt to re-paint the unit as it needs to be professionally powder coated. In the case that the returned unit can not be repaired and re-sold you will be issued a refund for the wholesale cost of the components we are able to salvage minus any cost of shipping. Please take great care while installing your product as to avoid any damage that would deem your unit un-refundable. IE: Don’t scratch or otherwise damage/break your unit.

Limited Warranty

All MagikFlame electric fireplaces are guaranteed to be free of defects at the time of shipping. Should your unit fail in 3 years (or less) the unit can be returned for repair or replaced at our discretion. This does not include the monitor which is only under warranty for 1 year. If it is determined your unit can be repaired by simple swapping parts, MagikFlame will ship you (free of charge) hardware/parts and instructions on how to remedy your issue and/or provide phone tech support. If the item needs to be returned do so in the original box with foam. Any returns for warranty issues not in the original box will be refused. Please keep all original packaging material.

Delivery Policy

When MagikFlames are in stock (in the color your chose) they are typically shipped in 1-3 business days; using UPS/FedEx Ground Service and/or LTL carriers depending on the items ordered. In the rare event that your order can not ship in this window due to low inventory you will be contacted by email/phone, and notified there is a delay in shipping your order. Back-ordered units are manufactured and shipped to you in approximately 2-6 weeks.

Privacy Policy Statement

What Information Do We Collect? 
Two types of information may be collected while visiting our Web site: Web site use information and personal information you knowingly disclose.

Web Site Information:
We collect and store information such as Internet domain, IP address, browser type, operating system used, date and time you access our site, pages visited, and links.

Personal Information Voluntarily Provided: 
If you provide us with personally identifiable information, for example by sending an e-mail or filling out a form and submitting it through our Web site, we use that information to respond to your message and to help us provide you with the information and services that you request.

Use of Web Site Information Collected 
MagikFlame will use the personally identifiable information submitted by you solely for the purpose for which you have provided it, whether it be to subscribe to a service, request information, etc. We may also use the information you provide to use to contact you for reasons related to your original communication to us. Additionally, we may periodically send you promotional e-mail about existing or prospective products and services offered by us a, as well as to obtain information to better understand our users. If you have given your consent for us to do so, to send you e-mails concerning offers from us that we think may be of interest to you.

Your Email Address
MagikFlame does not rent or sell any email addresses or other contact information that you provide ever.

E-mail and Direct Response 
All of our direct response methods are opt-in. If you subscribed to our e-mail newsletter(s) but do not want to receive it in the future, please follow the “unsubscribe” instructions contained in the newsletter(s).

Postal Address Collection and Use 
If you supply us with your postal address on-line, we will use it to ship the items ordered. If you supply us with your telephone number on-line, we will use it to contact you with information regarding your account, orders your have placed, or with information regarding your inquiry. We may send you information about additional services that we offer, but we will not rent or sell your contact information to any third parties without your permission.

Currency

All currency is in US dollars.

International Shipping

MagikFlame will ship internationally as long as you agree to pay any import and shipping fees to your country. We are not responsible for import fees, tariffs or international shipping fees.