MagikFlame
Terms of Sale: Warranty, Shipping, and Returns
BY PLACING AN ORDER FOR PRODUCTS OR SERVICES FROM THIS WEBSITE, YOU AFFIRM THAT YOU ARE OF LEGAL AGE TO ENTER INTO THIS AGREEMENT, AND YOU ACCEPT AND ARE BOUND BY THESE TERMS AND CONDITIONS.
YOU MAY NOT ORDER OR OBTAIN PRODUCTS OR SERVICES FROM THIS WEBSITE IF YOU (A) DO NOT AGREE TO THESE TERMS, (B) ARE NOT THE OLDER OF (i) AT LEAST 18 YEARS OF AGE OR (ii) LEGAL AGE TO FORM A BINDING CONTRACT WITH MAGIKFLAME OR (C) ARE PROHIBITED FROM ACCESSING OR USING THIS WEBSITE OR ANY OF THIS WEBSITE’S CONTENTS, GOODS OR SERVICES BY APPLICABLE LAW.
These terms and conditions (these “Terms” or “Terms of Sale“) apply to the purchase and sale of products and services through www.magikflame.com (the “Website“) and through telephone calls to our customer service support line. These Terms of Sale are subject to change by MagikFlame LLC (referred to as “MagikFlame”, “us“, “we“, or “our” as the context may require) without prior written notice at any time, in our sole discretion. Any changes to the Terms of Sale will be in effect as of the “Effective Date” referenced on the Website. You should review these Terms of Sale prior to purchasing any product or services that are available through this Website. Your continued use of this Website after the “Effective Date” will constitute your acceptance of and agreement to such changes.
These Terms of Sale are an integral part of the Website Terms of Service that apply generally to the use of our Website. You should also carefully review our Privacy Policy before placing an order for products or services through this Website (See section 10).
(i) You agree that your order is an offer to buy, under these Terms of Sale, all products and services listed in your order. All orders must be accepted by us, or we will not be obligated to sell the products or services to you. We may choose not to accept orders at our sole discretion, even after we send you a confirmation email with your order number and details of the items you have ordered.
(i) We offer our products for a fee. If you choose to register Account to purchase and access these features, we will collect payment information, such as credit card, billing address and other financial account information. In order to use these features, users must provide account information for at least one valid Payment Method. MagikFlame accepts a variety of payment options including debit card, credit card, Affirm, and Amazon pay.
(ii) You hereby authorize MagikFlame as applicable, to run credit card authorizations on all credit cards provided by you and to charge your credit card (or any other Payment Method) for applicable fees, including taxes and service charges, and any other amounts owed under the Terms.
(iii) To the extent permitted by applicable law and subject to our Privacy Policy, you acknowledge and agree that we may use certain third-party vendors and service providers, such as Affirm, and Amazon Pay, to process payments and manage your Payment Method information.
(iv) By providing Payment Method information through the Services and authorizing payments with the Payment Method, You represent, warrant, and covenant that:
(a) You are legally authorized to provide such information.
(b) You are legally authorized to make payments using the Payment Method(s).
(v) For our purposes, the user of a company card is considered authorized to use the card so long as he or she works at the company to which the card is issued: and (d) such actions do not violate the terms and conditions applicable to User’s use of such Payment Method(s) or applicable law.
(vi) When a User authorizes a payment using a Payment Method via the Services, User represents and warrants that there are sufficient funds or credit available to complete the payment using the designated Payment Method.
(vii) Because the use of any Payment Method may be limited by applicable law or by written agreement with your financial institution, MagikFlame is not liable to any user if MagikFlame does not complete a transaction as a result of any such limit, or if a financial institution fails to honor any credit or debit to or from an account associated with such Payment Method. MagikFlame will make commercially reasonable efforts to work with any such affected users to resolve such transactions in a manner consistent with these Terms.
(viii) All prices, discounts, and promotions posted on this Website are subject to change without notice. The price charged for a product or service will be the price in effect at the time the order is placed and will be stated in your order confirmation email. Price increases will only apply to orders placed after such changes. Posted prices do not include taxes or charges for shipping and handling. Sales tax is charged where required by law based on your shipping address. All such taxes and charges will be added to your merchandise total and will be itemized in your shopping cart and in your order confirmation email. We strive to display accurate price information, however we may, on occasion, make inadvertent typographical errors, inaccuracies or omissions related to pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any orders arising from such occurrences.
(ix) We may offer from time-to-time promotions on the Website that may affect pricing and that are governed by terms and conditions separate from these Terms of Sale. If there is a conflict between the terms for a promotion and these Terms of Sale, the promotion terms will govern.
(x) You represent and warrant that (i) the payment information you supply to us is true, correct and complete, (ii) you are duly authorized to use such payment method for the purchase, (iii) charges incurred by you will be honored by your financial institution, and (iv) you will pay charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any, regardless of the amount quoted on the Website at the time of your order.
(xi) You hereby acknowledge that payment is due in full, including applicable taxes and services fees, at the time you place your MagikFlame order regardless of product availability.
(a) This means that when you place your order, MagikFlame will charge your chosen payment method for the full price of the product(s) you have ordered, whether or not the product(s) is described on the website as “in-stock”, “out-of-stock”, or “back-ordered”. If you are ordering an “out-of-stock/back-ordered” item, payment prioritizes your place in line when products come “in-stock”. Only “paying” customers will be placed in line for “out-of-stock/back-ordered” items.
(i) We will arrange for the shipment of the products to you. Please check the individual product page for specific delivery options. You will pay all shipping and handling charges specified during the ordering process. Shipping and handling charges are reimbursements for the costs we incur in the processing, handling, packing, shipping, and delivery of your order.
(ii) In-stock products are typically shipped in fewer than five (5) business days, using either FedEx Ground Service and/or LTL freight carriers, depending upon the product ordered. Occasionally some products may be back-ordered.
(iii) If this happens, we will contact you by email or phone to let you know there is a delay in shipping your order and provide an estimated ship date. Most back-ordered products are manufactured and shipped in 2-6 weeks (depending on the availability of components). However, due to global supply chain issues, some back-ordered products can take up to 20 weeks to ship. Customers may cancel orders for a full refund before items have shipped.
(iv) Inventory is seasonal and some products may not be available during certain months of the year. Order while items are in stock to ensure timely delivery.
(v) Title and risk of loss pass to you upon our transfer of the products to the carrier/delivery. Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipments.
(vi) Any deliveries will NOT:
(a) be placed inside an elevator;
(b) assembled by delivery drivers;
(c) brought inside the residence;
(d) consist of an upgrade service e.g, white glove delivery service or if a product is delivered curb-side and the customer asks the driver to deliver inside, the customer cannot upgrade from curb-side to inside delivery)
(vii) Customer Freight Inspection Obligations:
Please inspect the shipping cartons before you sign for the delivery. You are looking for compression damage, crushed corners, or punctured boxes.
If you see damage, do all of the following before the driver leaves:
Note the damage on the delivery receipt or Bill of Lading. Be specific — “carton crushed, top right corner” is far better than “damaged.”
Ask the driver to photograph the damaged cartons on the truck. Drivers are expected to document damage at delivery, and the carrier’s own photographs are the strongest evidence in a freight claim.
Photograph the cartons yourself as well, including the pallet and any shrink wrap.
Then contact us at support@magikflame.com the same day.
If a driver refuses to photograph the damage, note that refusal on the delivery receipt, take your own photographs, and tell us. It will not prevent us from working the claim.
If you discover damage after the driver has gone, contact us within 48 hours of delivery with photographs of the item and its packaging. Please photograph everything before discarding any packaging. This window matters: freight carriers impose short deadlines for concealed damage claims, and once that deadline passes we cannot recover from the carrier.
Damaged parts reported within that window are replaced free of charge, as described in Section 4(iv). Where damage cannot be resolved with a replacement part, we will work out the right resolution with you.
(a) Returns must follow the Non-Defective Product Returns Policy and Procedure in Section 4, including obtaining a return authorization before shipping anything back. Merchandise returned without prior authorization may be refused and returned to you at your expense.
(b) Please inspect your entire shipment upon delivery, before the freight truck leaves. It is the customer’s responsibility to make a note of any damage on the freight company’s Bill of Lading before the shipper leaves your residence or business. It is critical that all boxes are visually inspected for signs of obvious damage such as “compression damage” to the box, punctures or holes in the shipping container, crushed “do not double stack cones”, bent in/dented corners, tears or scratches, damage to the packing tape, open boxes, etc., upon delivery.
(c) Signing the Bill of Lading without noting damage confirms that the freight appeared undamaged to you at delivery, and it substantially limits the freight company’s liability. That is why noting damage before the driver leaves matters so much. Please unpack and inspect your shipment as soon as you can, and in any case within 48 hours of delivery.
(viii) Damaged Parts Return Policy and Procedure:
If any damage is found upon inspection, you MUST complete all steps below:
(a) Note a description of the damage on the Bill of Lading before signing it. After noting the damage, both you and the driver should photograph the damaged products and the Bill of Lading itself. Send us your photographs. Damage noted on the Bill of Lading is what allows us to file a freight claim, so please do not skip this step.
(b) Immediately or as soon as reasonably possible upon becoming aware of the damage, take photos that clearly show the damage, and;
(c) Contact MagikFlame to report the damage and send photos of the damage immediately, and in any case no later than forty-eight (48) hours after receiving the shipment, at: support@magikflame.com
(d) Please retain all packing materials until your fireplace is installed and operating. Fireplaces cannot be returned, and warranty work cannot be performed without the original packaging, including pallet(s), box, and other packing materials. We suggest you keep the original packing materials for at least 12 months after purchase.
(e) Damage to outer packing materials alone is not a valid reason to return otherwise undamaged, working merchandise. Replacement parts are sent free of charge for damage noted on the Bill of Lading at delivery, subject to this Terms of Sale.
If you discover damage after the driver has gone, contact us within 48 hours of delivery with photographs of the item and its packaging. Damage reported within that window is handled as a damage claim, not as a return — no return shipping charges apply.
Returns of undamaged, working merchandise requested for any other reason are treated as Non-Defective Returns under the Non-Defective Product Returns Policy and Procedure in Section 4 of this Terms of Sale.
(ix) Refused Shipments and Missed Delivery Attempts:
If you refuse delivery of your MagikFlame order, the order is treated as a Non-Defective Return under Section 4. You are responsible for the actual outbound freight charges we incurred and the cost of returning the goods to us. These are documented carrier charges and will be itemized for you.
If the carrier cannot reach you to schedule delivery, please contact us as soon as you are able. We will work with the carrier to arrange redelivery. Storage or redelivery fees charged by the carrier are your responsibility, and we will show you the carrier’s invoice for any amount we pass along.
If the carrier is still unable to reach you after repeated attempts, the shipment may be delivered without a signature or returned to us at the carrier’s discretion. If it is delivered without a signature, inspect it as soon as you can and report any damage to us within 48 hours so we can file a carrier claim. Damage reported in that window is handled as a damage claim, not a return.
On a refused delivery, the charges passed on to you are the documented carrier costs in both directions:
(a) Outbound freight from MagikFlame to your delivery location
(b) Inbound freight to MagikFlame from your delivery location
(c) Any storage or redelivery fees charged by the carrier
Each will be itemized for you from the carrier’s invoice. To avoid these costs, simply accept delivery.
(x) Units returned damaged by the buyer are inspected and refunded as described in Section 4(ii)(g): repairable damage is deducted at actual cost with photographs and an itemized figure provided before the refund is issued, and units that cannot be restored to resalable condition are not refunded. Damage that typically prevents resale includes:
(a) Scratches to the sheet metal chassis.
(b) Damage to the TV, computer, touchscreen, glass, log set, or other physical damage that makes the unit unsaleable as new.
(xi) Never attempt to re-paint, or re-powder coat the unit as this would void the warranty, and the product would not be eligible for a refund.
(xii) Please take great care while installing your product to avoid any damage that would deem your unit non-refundable. i.e.: Don’t scratch or otherwise damage/break your unit.
(xiii) MagikFlame does not direct-ship internationally. However, we can ship your order to a freight forwarder with a distribution hub located in the continental USA. You must make all arrangements with the freight forwarder to ship your MagikFlame order to the destination country. We will provide a commercial invoice to the freight forwarder so they can assess the required import and duty fees. MagikFlame LLC is not responsible for import fees, tariffs or international shipping costs. If you have questions about exporting our products, please contact a reliable freight forwarder for the information you need before placing an order.
(i) Promotions:
Unless otherwise stated, any MagikFlame product purchased or obtained through an applicable promotion shall be subject to all terms and conditions stated within this Terms of Sale, with particular attention to: Customer Freight Inspection Obligations (Section 3 above) and Non-Defective Product Returns Policy and Procedure (Section 4). Please review these sections and these Terms of Sale carefully to understand your obligations and our expectations when interacting with our products and services.
(ii) Non-Defective Product Returns Policy and Procedure:
If you are not completely satisfied with your MagikFlame purchase, you may return it within 30 days of delivery for a refund of the purchase price, less shipping and handling costs. No restocking fee applies.
To qualify, the product must be returned with valid proof of purchase, in its original packaging, and in resalable condition. Unpacking the unit and setting it up does not disqualify a return — we expect you to try it. Missing parts, damage caused after delivery, or missing original packaging may reduce your refund; if that happens we will tell you the amount and the reason in writing, with photographs, before the refund is issued.
(a) Returns are accepted after we inspect the product and confirm that it is in resalable condition and packed in its original packaging. We photograph every return on arrival. If our inspection finds anything that affects your refund, we will tell you what we found, show you the photographs, and give you the figure before the refund is issued.
(b) Items must be placed back in the packaging using the same materials and methods as we used when we shipped the product to protect against possible damage in transit back to our facility.
(c) Damage caused by improper packing, or by the freight carrier on the return leg, is not our responsibility, and your refund is adjusted as described in paragraph (g) below. You are responsible for return shipping costs on a non-defective return.
(d) To initiate a Non-Defective Return, you must call 615-844-3330 or email our Returns Department at support@magikflame.com to obtain a “return authorization” before shipping your product back. No returns of any type will be accepted without prior written authorization. If you choose to email us, write “REFUND REQUEST” (without quotation marks) in the email subject line so that we can identify and process the request. Please include your order number and a copy of your invoice with the returned merchandise to ensure that you receive credit.
(e) You are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. We recommend shipping with FedEx (not UPS) for Inserts and a reliable freight company (LTL) for mantel purchases. You can use the websites freightquote.com or uship.com to find a carrier in your area. Note that when shipping back mantel packages the boxes must be secured to the pallet using shrink wrap, and the original pallet must be used (i.e. our pallets are custom-built for the size of the shipping boxes). If the original pallet is not used, or the contents are not shrink-wrapped, any resulting damage is adjusted as described in paragraph (g) below.
(f) Orders must be returned in their original packaging, with all accessories (hardware, glass, remotes, brackets and so on), and in resalable condition. Please keep the boxes and foam packing materials for this reason. Unpacking an insert and setting it up does not disqualify a return — we expect you to try it. What matters is that it comes back complete, undamaged, and in the packaging it arrived in. Products returned without their original packaging may be refused and returned to you at your expense, and we are not responsible for damage occurring in transit back to us.
(g) Returned products are photographed on arrival, before unpacking. If a product arrives damaged, we send you those photographs along with a written assessment of the damage and its effect on your refund, before any refund is issued.
Partial damage. Where the product can be restored to resalable condition, we deduct the actual cost of repair, replacement parts, or replacement packaging, and give you the itemized figure.
Damage beyond economic repair. Some damage cannot be repaired at our facility, including significant dents, damage to powder-coated surfaces, cracked glass, and structural damage to an insert or mantel. Where a product cannot be returned to resalable condition, no refund is issued. We will show you the photographs and explain why.
(h) On a non-defective return you are the shipper of record, so any freight claim is yours to file. We will help. Within three business days of receipt we will send you dated photographs of the shipping container and the product, our written damage assessment, and a copy of your original commercial invoice, so that you can file with the carrier. Insurance purchased on the return shipment is what protects you here, which is why we recommend it.
(i) If a product is not eligible for a refund, tell us within 30 days of our written notice which you prefer: we ship it back to you at your expense, or we dispose of it. Write to support@magikflame.com. Items not claimed within that period are discarded, recycled, or otherwise disposed of, and title reverts to MagikFlame.
(iii) How To Pack A Return Freight Shipment:
(a) The mantel, log set, and insert must be re-packed in the original packaging material the same way it was received. The glass must go back in its original box (with foam) and be secured to the back of the insert using the included “cardboard box holder” as provided. Do not put loose parts inside the insert or log box without securing them (for example, the remote control), as this could cause damage to parts or accessories in transit back to us.
(b) Repack the items using clear packing tape only.
(c) Use tie straps and/or plastic shrink wrap to secure all boxes to the pallet to prevent shifting in transit, just as it was shipped to you.
(d) Mantels must contain all panels and assembly hardware to be considered complete. Be sure to re-pack the mantel as it was shipped to you with foam in between each layer (to prevent scratching in transit) and be sure to include all hardware accessories and the mantel manual inside the mantel box and not inside the insert box. If parts are missing or damaged upon return, your refund is adjusted as described in paragraph (g) below.
(e) Non-defective returns are refunded at the merchandise price paid, less the shipping and handling costs incurred on the original order. No restocking fee applies. Inspection, refund adjustments and timing are as described in Section 4(ii)(g) and paragraph (h) below.
(f) Effect of Promotions and Discounts on Non-Defective Returns: from time to time, MagikFlame may offer promotional discounts, coupon codes, or other incentives that reduce the total purchase price. These discounts may appear on your invoice to offset, in whole or in part, the listed shipping charge (for example, a $250 discount that coincides with a $250 shipping fee).
Shipping and handling are third-party services already rendered by the time your order is delivered, so they are not refundable. The shipping and handling amount shown on your original invoice is deducted from your refund. If a promotion reduced or eliminated your shipping charge, we deduct only the amount you actually paid — you will never be charged for shipping you were not charged in the first place. Your original invoice governs.
(g) Returned items are tested for functionality and inspected for completeness and damage before a credit is issued. If parts are missing, we deduct the replacement cost of those parts from your refund and tell you the amount and the reason before issuing it. Where missing parts prevent the unit from being resold at all, no refund is issued and we will explain why. Please include all original hardware and accessories when returning.
(h) Refunds are processed within approximately five (5) business days of our receipt and inspection of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Website. We do not offer refunds via check or bank transfers, only to your original payment method.
(iv) Defective Part Return Policy and Procedure:
If you believe a MagikFlame part is defective, contact technical support first. Most issues are resolved on the phone or through one of our illustrated troubleshooting guides, and it costs you nothing to ask.
If technical support determines that a part needs to be inspected, we send you a prepaid return label at our expense. Once we receive the part, our technical team diagnoses it. If the part is defective, we replace it free of charge and cover shipping in both directions.
Parts broken on arrival. If a part arrives broken — glass, for example — notify us in writing with photographs within 48 hours of delivery. Reporting within that window lets us send a replacement at no charge and file a carrier claim where one applies. Please photograph the item and its packaging before discarding either.
After 48 hours we may not be able to establish that the damage occurred before delivery, and replacement parts may need to be purchased at your expense. If you have a reason the damage could not reasonably have been found sooner, tell us — we would rather hear from you late than not at all.
(a) We provide phone tech support, free of charge, to guide you in swapping out any potential defective part(s). Our fireplaces do not require a professional to work on. MagikFlame will not replace entire units for a simple defective part that can be swapped out by the end user. MagikFlame will not do onsite repairs.
(b) Returns where a defect is confirmed. Most reported faults are resolved on the phone or through one of our illustrated guides, and many turn out to be a setting rather than a fault. For that reason we ask you to work with technical support before returning anything.
If technical support confirms a defect and you would prefer to return the product rather than have the defective part replaced, you may do so at no cost to you. We arrange and pay for return transportation and provide the paperwork and labels: FedEx Ground for inserts, LTL freight for mantels. Once the product is received, your refund is issued to the original method of payment for the full amount you paid, including any shipping you were charged on the original order.
Please do not arrange return shipping yourself unless we ask you to. Using our carrier account keeps the shipment insured and tracked, and it is how we confirm receipt so your refund can be issued.
Returns where no fault is found. If technical support works through the issue with you and the unit is operating as designed, the fireplace is not defective and a return becomes a Non-Defective Return under Section 4(ii), with shipping and handling handled as described there. We will tell you this in writing before you ship anything back, so that you can decide with the numbers in front of you.
Appearance and viewing conditions. Dissatisfaction with how the flame effect looks — including reflections on the glass, viewing angle, and room lighting — is not a defect. Please see Section 4(v), which explains how the technology works and how to set the fireplace up so it looks the way it does on our website.
(v) Important Information about the HoloFlame Insert:
(a) MagikFlame’s HoloFlame 28″ insert uses holographic glass with a special optical coating that makes it highly reflective. Please be aware that bright ceiling lights and light from windows may be visibly reflected on the glass. The HoloFlame insert looks best in dim lighting, and away from bright light sources. Like any electric fireplace, MagikFlame is best viewed from straight on; it does not look as realistic when viewed from a diagonal or side angle. Enjoy your MagikFlame from a seated position, 6-8 feet away from the firebox, and facing directly towards the insert to reduce the reflections from other light sources. We recommend elevating the Insert up, off of the floor by several (5-9″) inches for best performance. Do not place the Insert directly on the ground as this affects the desired viewing angle. Standing above the Insert looking down on it, and/or viewing from extreme side angles will not result in optimal appearance. It’s best viewed from a couch or seated position several feet away from the viewable area. Please consider the reflective nature of the glass and your interior lighting scheme before ordering and call us if you have any questions.
(b) Due to the nature of the optical holographic technology, some customers have reported the flames appear to be coming from “behind” the logs and not “on them” as pictured on the site. This cannot be reproduced in photographs or video and does not constitute a defective unit. A television inside the unit plays a video of real fire, and you see that video as a reflection on the glass. That glass sits physically in front of the log set, so the fire always appears in front of the logs and never behind them. Separately, a mechanical light effect emits from the back of the log set into the interior of the insert. That effect is not part of our holographic technology and exists to create ambiance and realism only.
(c) Furthermore, there is some text that will appear both backward and upside down when initially turning the fireplace on and off and sometimes while selecting different “input” modes or “scaling” options. Normally this text is not meant to be read, as all controls from the touchscreen/app are NOT written backward. This is due to the reflective nature of glass and our technology, and any text written backward/upside down is not considered defective, as this is an optical effect. It is the same reason the word “Ambulance” is written backward on the front of the vehicle so that it reads correctly in your rear-view mirror — the nature of reflected light.
(d) Any returns requested due to a customer’s dissatisfaction or change of mind regarding the cosmetic/reflective nature of an otherwise fully functioning HoloFlame Insert glass are considered Non-Defective Product Returns and may only be returned in accordance with the Non-Defective Product Returns Policy and Procedure in Section 4 of this Terms of Sale.
(e) MagikFlame does not ship replacement or additional instruction manuals. Please keep your original document.
(f) Do not remove any warning labels from the unit as it could void any return.
(g) A MagikFlame fireplace has 30 unique flame settings that offer a variety of styles and effects. Some flames may not appear to be coming from in front of the logs; others appear to be coming from behind the logs. For the most realistic experience, choose flame effects that come from in front of and on top of the logs (in accordance with the “Flame optimization” steps in the instruction manual). We suggest setting the fireplace as follows:
(i) At MagikFlame we strive to ship all orders as soon as possible. Depending on the availability of the purchased products, our warehouse staff begins preparing your order for shipment after a four hour window from the time your order is placed. This includes pulling and sorting all components, packing and boxing your order for shipment, scheduling a freight carrier and moving it to the loading dock for pickup.
(ii) You may cancel your order at no charge within four hours of placing it. Call us at 615-844-3330 or email support@magikflame.com. After that window, our warehouse begins picking and packing. If you cancel after your order has been picked and packed, a $100 cancellation fee applies, covering the labor and materials already spent. No cancellation fee applies if the product was out of stock when you ordered and is still out of stock when you cancel. Your order is otherwise refunded in full. If you are not sure whether your order has been picked, call us and we will tell you.
(iii) If your order has already been picked up or is in transit with the freight carrier when you cancel, we will be charged for that shipment and for returning it to us. Those carrier charges are deducted from your refund, and we will show you the carrier’s invoice for each amount. These are the actual freight charges we incur, which may be higher than the shipping amount shown on your order, because freight rates vary and a shipment already in motion often costs more to recall than to deliver. If your order has shipped, please call us before canceling so we can tell you what the charges are likely to be.
(iv) MagikFlame reserves the right to cancel any order at any time. If we cancel your order, we will tell you why and refund you in full, including any shipping charges, with no fees of any kind.
(i) Non-Custom Products:
Please take great care and follow the instructions carefully when assembling the mantel and installing the glass. Be sure to watch the glass installation video on YouTube and reference the printed instruction manual for proper glass installation and orientation (e.g., it rests at a 45-degree angle over the logs) and is not a protective barrier (vertically mounted) at the front. Installing the glass improperly can result in damage to the unit and will affect the operating quality.
(a) MagikFlame is not responsible for any damage that may occur when you are assembling your mantel or installing your glass. Please take care with installation and follow the instructions precisely. If you have a question or a problem, please call us directly at 615-844-3330; replacement parts are expensive, and we are available to advise you.
(b) Improper assembly of the mantel may result in damage to the mantel; replacement mantel pieces are not available. You are required to purchase a new mantel if the mantel is damaged during installation, subject to applicable replacement products and shipping charges.
(c) We do not have paint touch-up kits. Be careful with assembly to avoid chipping or fracturing the wood with tools or while installing the mantel hardware (e.g., bolts/camshafts/etc.).
(d) If the glass is broken due to improper installation, you may purchase replacement glass from MagikFlame. MagikFlame does not provide replacement glass free of charge.
(e) This part is custom-made to order, so please take great care not to break your glass as it is a costly replacement item.
(ii) Custom Enclosures
(a) In the likelihood that you have custom-built an enclosure for a product, that does not house a MagikFlame product properly, MagikFlame is not responsible for your or any third party’s use of a MagikFlame product in connection with the custom-built enclosure, including any associated labor time and material costs. Furthermore, if MagikFlame products have been enclosed in a custom surround or built-in to a structure and need to be removed for repair or product service, MagikFlame is not responsible for labor or materials for such incidence.
(b) No Reimbursement for Labor or Installation Costs
MagikFlame is not responsible for, nor will we reimburse, any labor costs, contractor fees, construction expenses, or material costs associated with the installation, removal, or re-installation of any product for any reason.
This policy applies unequivocally, regardless of whether a product is determined to be defective or not.
If a product is installed and subsequently requires service, repair, or removal (whether for a return or warranty claim), MagikFlame’s sole obligation is limited to repairing or replacing the product or parts as specified in our warranty and return policies. We will not pay for any labor or materials required to access, uninstall, or reinstall the unit from a wall, custom enclosure, or mantel.
We strongly recommend you fully unbox and test all product functions prior to installation. Installing a product without first testing it constitutes acceptance of this policy, and MagikFlame will not be liable for any costs incurred to remove a unit that was installed without prior testing.
(b) YOU SHOULD ONLY USE OUR SERVICES AND PRODUCTS AS INTENDED. CUSTOM ENCLOSURES, PRODUCT MODIFICATIONS, OR IMPROPER USE OF THE SERVICES, INCLUDING IMPROPER USE OF ANY PRODUCTS PROVIDED BY OR PURCHASED FROM MAGIKFLAME, COULD RESULT IN PROPERTY DAMAGE, PERSONAL INJURY OR DEATH. YOU VOLUNTARILY ASSUME ALL RISK OF DEATH, PERSONAL INJURY OR PROPERTY DAMAGE CAUSED OR SUSTAINED WHILE USING MAGIKFLAME SERVICES AND PRODUCTS IN ANY WAY THAT IS NOT INTENDED OR SPECIFIED BY MAGIKFLAME, INCLUDING IN RELATION TO YOUR USE OF ANY CUSTOM-BUILT ENCLOSURES OR MODIFICATIONS TO THE PRODUCTS. YOU AGREE TO FOLLOW THE DOCUMENTED INSTRUCTIONS PROVIDED BY MAGIKFLAME WHEN USING ANY MAGIKFLAME PRODUCT OR SERVICE. DO NOT PLUG THE MAGIKFLAME INTO A POWERSTRIP OR SHARE THE ELECTRICAL OUTLET WITH ANY HIGH AMP DRAW APPLIANCES AS THIS COULD CAUSE RISK OF ELECTRICAL SHOCK OR FIRE.
(i) WITH THE EXCEPTION OF ANY CLAIMS OR CONTROVERSIES ARISING FROM ANY CHARGEBACKS FOR SERVICES INITIATED BY YOU WITH YOUR CREDIT CARD COMPANY (see Section 8 for our Chargeback Policy)
(a) YOU AND MAGIKFLAME ARE AGREEING TO GIVE UP ANY RIGHTS TO LITIGATE CLAIMS IN A COURT OR BEFORE A JURY, OR TO PARTICIPATE IN A CLASS ACTION OR REPRESENTATIVE ACTION WITH RESPECT TO A CLAIM. OTHER RIGHTS THAT YOU WOULD HAVE IF YOU WENT TO COURT MAY ALSO BE UNAVAILABLE OR MAY BE LIMITED IN ARBITRATION.
(b) ANY CLAIM, DISPUTE OR CONTROVERSY (WHETHER IN CONTRACT, TORT OR OTHERWISE, WHETHER PRE-EXISTING, PRESENT OR FUTURE AND INCLUDING STATUTORY, CONSUMER PROTECTION, COMMON LAW, INTENTIONAL TORT, INJUNCTIVE, AND EQUITABLE CLAIMS) BETWEEN YOU AND US ARISING FROM OR RELATING IN ANY WAY TO YOUR PURCHASE OF PRODUCTS OR SERVICES THROUGH THE SITE, WILL BE RESOLVED EXCLUSIVELY AND FINALLY BY BINDING ARBITRATION.
(ii) The arbitration will be administered by the American Arbitration Association (“AAA“) in accordance with the Consumer Arbitration Rules (the “AAA Rules“) then in effect, except as modified by this Section 7. (The AAA Rules are available at www.adr.org/arb_med or by calling the AAA at 1-800-778-7879.) The Federal Arbitration Act will govern the interpretation and enforcement of this section.
(iii) The arbitrator will have exclusive authority to resolve any dispute relating to arbitrability and/or enforceability of this arbitration provision, including any unconscionability challenge or any other challenge that the arbitration provision or the agreement is void, voidable, or otherwise invalid. The arbitrator will be empowered to grant whatever relief would be available in court under law or in equity. Any award of the arbitrator(s) will be final and binding on each of the parties and may be entered as a judgment in any court of competent jurisdiction.
(iv) You agree to an arbitration on an individual basis. In any dispute, NEITHER YOU NOR MAGIKFLAME WILL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS BY OR AGAINST OTHER CUSTOMERS IN COURT OR IN ARBITRATION OR OTHERWISE PARTICIPATE IN ANY CLAIM AS A CLASS REPRESENTATIVE, CLASS MEMBER OR IN A PRIVATE ATTORNEY GENERAL CAPACITY. The arbitral tribunal may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding. The arbitral tribunal has no power to consider the enforceability of this class arbitration waiver and any challenge to the class arbitration waiver may only be raised in a court of competent jurisdiction.
(v) If any provision of this arbitration agreement is found unenforceable, the unenforceable provision will be severed and the remaining arbitration terms will be enforced.
We encourage customers to contact MagikFlame before initiating a payment dispute or chargeback. Many concerns can be resolved more quickly by contacting our Customer Support team and allowing us a reasonable opportunity to investigate the matter.
A chargeback or payment dispute does not extend, replace, or modify MagikFlame’s Return and Refund Policy. Except where otherwise required by applicable law, return requests will not be accepted more than thirty (30) calendar days after confirmed delivery of the product.
If a chargeback or payment dispute is initiated:
MagikFlame reserves the right to contest chargebacks that it reasonably believes are inaccurate, unsupported, abusive, or fraudulent. Where permitted by applicable law, MagikFlame may pursue recovery of unpaid amounts, merchandise retained without payment, and any other remedies legally available to it. Where a chargeback is decided in MagikFlame’s favor and the customer wishes to return the product, the return remains available under our Return and Refund Policy, subject to its conditions.
Nothing in this policy is intended to restrict any non-waivable rights a customer may have under applicable law or the rules of the customer’s card issuer or payment network.
(i) We may provide any notice to you under these Terms of Sale by: (i) sending a message to the email address you provide or (ii) by posting it to the Website. Notices sent by email will be effective when we send the email and notices we provide by posting will be effective upon posting. It is your responsibility to keep your email address current.
(ii) To give us notice under these Terms of Sale, you must contact us as follows:
(a) by personal delivery, overnight courier, or registered or certified mail to 1226 Heil Quaker Blvd., La Vergne, TN 37086, or (ii) by email at sales@magikflame.com.
(b) We may update the facsimile number or address for notices to us by posting a notice on the Website. Notices provided by personal delivery will be effective immediately.
(c) Notices provided by facsimile transmission or overnight courier will be effective one business day after they are sent. Notices provided by registered or certified mail will be effective three business days after they are sent.
(i) The risk of loss and title for items purchased by you from MagikFlame pass to you upon our delivery of the items to the carrier. Conversely, we do not take title to returned items until the item is received at our fulfillment center.
(ii) If we agree to accept a return, return shipping is handled as described in Section 4. For defective parts and products diagnosed by our Technical Team, we provide a prepaid return label at our expense. Parts or products must be received by MagikFlame before a replacement part or refund is issued. At our discretion, a refund may be issued without requiring a return. In this situation, we do not take title to the refunded item.
(iii) You are responsible for reviewing the contents of your returns prior to shipment back to us. We are not responsible for any additional items that might accompany your returned items. Any such items are subject to destruction, and we have no obligation to return them to you. For more information about refunds and returns, please see our Shipping & Return Policy.
(i) We attempt to be as accurate as possible. However, MagikFlame cannot guarantee that product descriptions, images or other content of products or services are 100% accurate, complete, reliable, current, or error-free. Some items may appear slightly larger or smaller than the actual size due to screen defaults and photography techniques. This also includes any momentary stutters or artifacts in frames of the flame video loop. Other items may be represented at a larger than the actual size in order to clearly show details, or smaller than the actual size to show the entire item.
(ii) In the event a product or service is listed at an incorrect price or with incorrect information (due to typographical error or error in pricing or product information received from our suppliers or from MagikFlame’s marketing or advertising team), we shall have the right to refuse or cancel any orders placed for such product or service. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we will issue credit to the same payment method used to place your order, in the amount of the charge. In the event of such a cancellation, it may take up to 30 business days to see a credit on your credit card statement.
(i) Coupons and promotional codes are non-transferable, may only be used once, and may not be redeemed for cash or credit. Lost coupons and promotional codes cannot be replaced. Coupons and promotional codes must be provided at the time of redemption through the Website or by phone call to a MagikFlame operator. You may not use coupons or promotional codes toward the purchase of refurbished products, shipping & handling, or sales tax. Unless otherwise permitted by the terms of our promotional offers, a limit of one coupon or promotional code per purchase applies.
(ii) Coupon and promotional code offers are valid only in the United States, excluding territories; and void where prohibited, taxed or restricted by law. Coupon and promotional code programs may be terminated or modified by MagikFlame at any time at its sole discretion.
(iii) These offers can not be applied to previously transacted orders and are only valid for new, first-time purchases.
(i) All MagikFlame electric fireplaces are guaranteed to be free of defects at the time of shipping. Should your unit fail within one (1) year from the date of purchase, the unit can be returned for repair or replaced at our discretion. If it is determined your unit can be repaired by simply 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.
(ii) If the component that has failed is no longer available you will be paid the wholesale value of that part if it fails within the warranty period and a replacement is not available. 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 void. Please keep all original packaging material as items cannot be returned for service without the original boxes.
(iv) THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE. THIS LIMITED WARRANTY CAN ALSO BE FOUND AT HTTPS://MAGIKFLAME.COM/POLICIES AND IN THE DOCUMENTATION WE PROVIDE WITH THE PRODUCTS.
(v) This limited warranty extends only to the original purchaser of products and services from the Website. It does not extend to any subsequent or other owner or transferee of the product or any transferee or other beneficiary of the service.
(vi) OUR RESPONSIBILITY FOR DEFECTIVE PRODUCTS IS LIMITED TO REPAIR, REPLACEMENT OR REFUND AS SET FORTH IN THIS WARRANTY STATEMENT. OUR RESPONSIBILITY FOR DEFECTIVE SERVICES IS LIMITED TO REPAIR, RE-PERFORMANCE OR REFUND AS SET FORTH IN THIS WARRANTY STATEMENT.
(vii) This limited warranty covers during the Warranty Period (as defined below) defects in materials and workmanship in products and services purchased from the Website.
(viii) This limited warranty does NOT cover any damages due to: transportation; storage; improper use; failure to follow the product instructions or to perform any preventive maintenance; modifications; combination or use with any products, including use with any custom-built enclosure, materials, processes, systems or other matter not provided or authorized in writing by MagikFlame; unauthorized repair; normal wear and tear; or external causes such as accidents, moisture or flooding, nature, abuse, or other actions or events beyond our reasonable control. The exclusions herein are determined at our MagikFlame’s discretion.
(ix) This limited warranty starts on the date of delivery of purchased goods and lasts for one (1) year after the delivery date. This is the “Warranty Period“. The Warranty Period is not extended if we repair or replace a warranted product or re-perform a warranted service. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.
(x) To obtain a warranty service, you must contact our Customer Service Department through one of the methods below during the Warranty Period. We care about our customers and strive to provide the best possible customer experience with fairness to all concerned. If you have any questions or concerns, please contact us.
(xi) In the event of differing accounts, you must prove any claims you make per the above with documentation.
(i) WE LIMIT THE DURATION AND REMEDIES OF ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE DURATION OF THIS LIMITED WARRANTY. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE STATED LIMITATION MAY NOT APPLY TO YOU.
(ii) EXCEPT FOR THE LIMITED WARRANTY PROVIDED IN THIS AGREEMENT:
(a) THE SERVICES, INCLUDING ANY PRODUCTS PROVIDED BY OR PURCHASED FROM MAGIKFLAME, ARE FOR INFORMATIONAL PURPOSES ONLY. YOU UNDERSTAND THAT MAGIKFLAME DOES NOT PROMISE ANY SPECIFIC RESULTS FROM THE USE OF THE SERVICES. MAGIKFLAME IS NOT RESPONSIBLE FOR: ANY LOSS OR DAMAGE, INCLUDING PERSONAL INJURY OR DEATH, RESULTING FROM YOUR USE OF THE SERVICES, INCLUDING ANY PRODUCTS PROVIDED BY OR PURCHASED FROM MAGIKFLAME; ANY CONTENT, INCLUDING MAGIKFLAME CONTENT AND USER CONTENT, POSTED ON THE SERVICE OR TRANSMITTED TO USERS; OR ANY INTERACTION OR CONTACT BETWEEN USERS OF THE SERVICE, WHETHER ONLINE OR OFFLINE.
(b) WITHOUT LIMITING THE FOREGOING, WE DO NOT REPRESENT OR WARRANT THAT THE SERVICES WILL BE ACCESSIBLE WITHOUT INTERRUPTION OR THAT THE SERVICES, ANY CONTENT FROM THE APP, OR THE SERVER THAT MAKES THIS SERVICES AVAILABLE ARE FREE FROM ERRORS, DEFECTS, DESIGN FLAWS, OMISSIONS, VIRUSES, OR OTHER HARMFUL COMPONENTS. SOME STATES DO NOT ALLOW THE DISCLAIMER OF IMPLIED WARRANTIES, IN WHICH CASE PORTIONS OF THIS DISCLAIMER MAY NOT APPLY TO YOU.FROM TIME TO TIME, MAGIKFLAME MAY MAKE THIRD-PARTY OPINIONS, ADVICE, STATEMENTS, OFFERS, OR OTHER THIRD-PARTY INFORMATION OR CONTENT AVAILABLE ON THE WEBSITE AND/OR THROUGH THE SERVICE.
(i) TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL WE BE LIABLE, WHETHER IN CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE, WHETHER ACTIVE, PASSIVE, OR IMPUTED), PRODUCT LIABILITY, STRICT LIABILITY, OR OTHER THEORY, TO YOU OR ANY OTHER PERSON FOR ANY DAMAGES FOR LOSS OR CORRUPTION OF DATA OR PROGRAMS, DAMAGES (INCLUDING, WITHOUT LIMITATION, ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES), ARISING OUT OF OR IN CONNECTION WITH ANY USE OF, THE INABILITY TO USE, OR THE RESULTS OF USE OF THE SERVICES, INCLUDING THE MOBILE APPLICATION, WEBSITE OR ITS CONTENT, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS PROHIBIT THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, IN WHICH CASE PORTIONS OF THIS LIMITATION MAY NOT APPLY TO YOU. IN NO EVENT WILL WE BE LIABLE OR RESPONSIBLE FOR ANY ERRORS OR OMISSIONS IN THE CONTENT OF THE SERVICES, INCLUDING, WITHOUT LIMITATION, ERRORS IN PRICING OR AVAILABILITY OF SERVICES AND PRODUCTS, IN NO EVENT WILL BE MAGIKFLAME’S TOTAL LIABILITY TO YOU FOR ALL DAMAGES, LOSSES OR CAUSES . OF ACTION EXCEED THE AMOUNT YOU HAVE PAID MAGIKFLAME IN THE LAST SIX (6) MONTHS, OR, IF GREATER, ONE HUNDRED DOLLARS ($100).
(ii) MAGIKFLAME SPECIFICALLY DISCLAIMS ALL LIABILITY, DAMAGES, PERSONAL INJURIES AND OTHER LIABILITY OF ANY KIND OR NATURE WHATSOEVER, WHETHER DIRECT, INDIRECT, GENERAL, SPECIAL, COMPENSATORY, CONSEQUENTIAL, AND/OR INCIDENTAL, ARISING OUT OF, OR RELATING TO, YOUR: USER CONTENT, FINANCIAL DATA, OR ANY OTHER DATA YOU SUBMIT TO MAGIKFLAME, INCLUDING THE LOSS OR UNAUTHORIZED ACCESS BY A THIRD PARTY OF ANY SUCH DATA; DAMAGE TO YOUR COMPUTER SYSTEM, INTERNET ACCESS, DOWNLOAD OR DISPLAY DEVICE; OR LOSS OR CORRUPTION OF DATA THAT RESULTS OR MAY RESULT FROM THE DOWNLOAD OF ANY MATERIAL DOWNLOADED OR OBTAINED THROUGH THE SERVICE.
(iii) THE LIMITATION OF LIABILITY PROVISIONS SET FORTH IN THIS SECTION SHALL APPLY EVEN IF YOUR REMEDIES UNDER THIS AGREEMENT FAIL WITH RESPECT TO THEIR ESSENTIAL PURPOSE.
You will not assign any of your rights or delegate any of your obligations under these Terms without our prior written consent. Any purported assignment or delegation in violation of this Section 17 is null and void. No assignment or delegation relieves you of any of your obligations under these Terms.
These Terms of Sale do not and are not intended to confer any rights or remedies upon any person other than you.
(i) No waiver by MagikFlame of any term or condition set out in these Terms shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition, and any failure of MagikFlame to assert a right or provision under these Terms shall not constitute a waiver of such right or provision.
(ii) If any provision of these Terms is held by a court or other tribunal of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of the Terms will continue in full force and effect.
You represent and warrant that you are buying products or services from the Website for your own personal or household use only, and not for resale or export. You further represent and warrant that all purchases are intended for final delivery to locations within the US (unless otherwise stated at the time of purchase).
Our Privacy Policy, located at https://magikflame.com/privacy-policy/ governs the processing of all personal data collected from you in connection with your purchase of products or services through the Website.
We will not be liable or responsible to you, nor be deemed to have defaulted or breached these Terms of Sale, for any failure or delay in our performance under these Terms of Sale when and to the extent such failure or delay is caused by or results from acts or circumstances beyond our reasonable control, including, without limitation, acts of God, flood, fire, earthquake, explosion, governmental actions, war, invasion or hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest, national emergency, revolution, insurrection, epidemic, lockouts, strikes or other labor disputes (whether or not relating to our workforce), or restraints or delays affecting carriers or inability or delay in obtaining supplies of adequate or suitable materials, materials or telecommunication breakdown or power outage.
For questions or concerns related to these Terms, please contact us at: legal@MagikFlame.com
