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MagikFlame

Policies Information

TOS, Policies, Warranty & Returns

About MagikFlame

The MagikFlame brand is owned and operated by:

Magik Flame, LLC
1226 Heil Quaker Blvd
La Vergne, TN 37086
866-532-2905

MagikFlame products are only sold online, via website and Amazon (marketplaces). Our goal is to deliver the best electric fireplace available, backed by exceptional customer service both before and after your purchase. MagikFlame is a unique product; please take the time to watch our demonstration video and view our image gallery to see how the product looks before ordering. If you are not satisfied with your MagikFlame fireplace, we accept returns (with original packaging only) for a refund (less applicable fees) for the first 30 days after delivery. When placing an order online or phone with us, you are agreeing to the following terms and conditions of sale and website usage stated in our policies. Please see below for our full return policy.

Customer Service

Call: 866-532-2905
Available 9 AM – 10 PM seven days per week

Chat: Use the chat widget on the MagikFlame website

Email: [email protected]

Phone calls and online chat services provide the fastest response times. If you require tech support, please call us when you are in front of the fireplace so we can guide you through troubleshooting if necessary.

By placing an order online or phone with Magik Flame, LLC you are agreeing to the following terms and conditions of sale and website usage:

Important Information About The HoloFlame Insert

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. Please consider the reflective nature of the glass and your interior lighting scheme before ordering, and call us if you have any questions.

 

Returns due to the reflective nature of the glass are considered “non-defective product returns”. Customers are responsible for the costs of outbound and return shipping fees for this type of return.

 

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. We suggest setting the fireplace as follows:

  • Make sure the logs turn on and off completely when you press the orange circle on the power menu. If the logs do not turn on and off completely when you press the orange circle, call tech support for assistance in syncing the logs.
  • Find the campfire flame style that has flames coming only from the center of the logs, and has smoke blowing from left to right. (There is only one flame of this style.)
  • On the menu, choose the next flame to the right of the campfire flame. This is the flame shown on the website and in most videos and images.

Lead Times And Inventory

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 backordered. 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. Inventory is seasonal and some products may not be available during the warmest months of the year. Order while items are in stock to ensure timely delivery.

International Shipping

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. Magik Flame, 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.

Currency

All currency is in US dollars.

Order Cancellation Policy

At MagikFlame we strive to ship all orders as soon as possible. Once your order is placed our warehouse staff immediately begins to prepare it for shipment. This includes pulling and sorting all components, packaging and boxing your order for shipment, scheduling a freight carrier and moving it to the loading dock for pickup. Because we invest time and materials preparing your order for shipping, all cancelled orders will incur a $100 cancellation fee. All cancelled orders will be refunded in full, minus the $100 cancellation fee. If an order has been booked, picked up, or transported by our freight company before the order is cancelled, these additional costs may also be deducted from your refund amount. Please be certain you wish to receive your MagikFlame before placing your order.

MagikFlame reserves the right to cancel any order at any time for any reason without notice.

Freight Inspection And Damage Policy

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, so that a claim can be filed.
  • It is critical that all boxes are opened and checked upon delivery, and that all contents are confirmed to be damage-free before releasing the freight company of liability by signing the Bill of Lading.
  • If any damage is found upon inspection, make a notation on the Bill of Lading before signing it. Then contact MagikFlame immediately – no later than 24 hours after receiving shipment.
  • MagikFlame will ship replacement parts at no charge, as determined by the MagikFlame technical team.
  • Any damage that is not notated on the Bill of Lading will not be covered under our replacement policy.
  • Please retain all packing materials until your fireplace is installed and operating.
  • Please keep a copy of the Bill of Lading for your records for claims processing.


NOTE: Damaged packing materials are not considered a valid reason for the return of otherwise non-defective merchandise. Replacement parts are sent free of charge for all notated damage. Returns of non-defective units that are not notated on the Bill of Lading as damaged upon delivery are considered to be non-defective merchandise returns, and fall within our Non-Defective Returns policy. Shipping charges and a 20% restocking fee are deducted from all refunds for Non-Defective Returns. (See details below).

MagikFlame is not responsible for any damage that may occur when you are assembling your mantel or installing your glass. If you have a question or a problem, please call us directly at 866-532-2905; replacement parts are expensive and we are available to advise you.

  • Please take great care and follow the instructions carefully when assembling the mantel and installing the glass.
  • Improper assembly of the mantel may result in damage; replacement mantel pieces are not available. You are required to purchase a new mantel if damage occurs.
  • We do not have paint touch-up kits. Be careful with assembly to avoid chipping or fracturing the wood.
  • If the glass is broken due to improper installation, MagikFlame is not responsible for sending a replacement part without charge.

Refused Shipments Or Non-Response To Delivery Attempt

If you refuse to accept the delivery of your MagikFlame order, or fail to respond to delivery attempts by the freight carrier, you will be responsible for paying all shipping and handling costs incurred by MagikFlame – plus a 20% restocking fee. These costs may include (but are not limited to):

  • Employee time for packaging and order administration
  • Packing materials
  • Storage and warehousing costs associated with handling freight
  • Outbound freight costs from MagikFlame to your delivery location
  • Inbound freight costs to MagikFlame from your delivery location.

This means you are potentially obligated to pay shipping costs in both directions. To avoid additional expense and a restocking fee, simply accept your MagikFlame order delivery.

Units that are returned damaged by the buyer will not be refunded. Units must be in “like new” re-saleable condition to be accepted or the full refund policy is void.
Such damage includes:

  • Scratches to the sheet metal chassis.
  • Damage to the TV, computer, touchscreen, or other physical damage that makes the unit unsaleable as new.

Never attempt to re-paint the unit as it needs to be professionally powder coated.

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.

Return Policy

Listen to the content:

If you are not completely satisfied with your purchase from MagikFlame for any reason, you may return it for a refund (less applicable fees) within 30 days of receipt of the product. Shipping is non-refundable. Products may not be returned for any reason after 30 days. Credits may take up to 30 days to process and appear on your statement.

All returns must be approved in advance by MagikFlame. Contact us by phone at 866-532-2905 or by email at [email protected] and put REFUND REQUEST in the email subject line. We will confirm the return and provide the correct return shipping address. Please include your order number and a copy of your invoice with the returned merchandise to ensure that you receive credit.

Most returns will incur a 20% restocking fee. This is calculated based on the total order value, including shipping. The fee covers the costs we incur by testing all returned non-defective units and replacing packaging materials. After the products (including all accessories) are returned undamaged, they are inspected and tested, and a refund will be issued via the original method of payment (minus shipping and restocking fees).

Returned items will be tested for functionality before a credit is issued.

Defective Part Return Policy:

If a MagikFlame part is defective, we prefer to replace the defective part so you can enjoy your new fireplace. Once tech support has identified the problem, we will ship replacement part(s) free of charge. We will also send you a FedEx return label to return the defective part(s) at our expense. We provide phone tech support, free of charge, to guide you in swapping out any potential defective part(s).

 

If you do not want defective parts replaced and would rather return the MagikFlame product, we will (at our discretion) waive the 20% re-stocking fee. You are still responsible for the cost of shipping the order to you (even if it was purchased with a free shipping promotion) and for the cost of return shipping via our recommended shipping methods.

Non-Defective Product Return Policy:

All Non-Defective Product Returns will incur a 20% handling and restocking fee. This policy includes returns for incorrect measuring, frustration with product assembly, customer remorse, or any other reason. You are responsible for the cost of shipping the order to you (even if it was purchased with a free shipping promotion) and for the cost of return shipping via our recommended shipping methods.
Returns are only eligible for a refund if all items are in the original box (including all accessories: hardware, glass, remotes, brackets, etc) and in “like new” re-saleable condition. Damaged products will not be refunded; the term “damage” includes, but is not limited to:

  • Scratches to the sheet metal chassis.
  • Damage to the TV, computer, or touchscreen.
  • Any physical damage that makes the unit un-saleable as a new product.

Never attempt to re-paint the unit as it needs to be professionally powder coated.
Please take great care while installing your product to avoid any damage.

Return Shipping Instructions:

All orders must be returned in the original packaging, with no exceptions.
Please keep the boxes and foam packing materials for reuse. Products returned in anything other than the original packaging will be refused and shipped back to you at your expense. MagikFlame is not responsible for any damage that may occur while products are in transit back to us. We recommend insuring your shipment accordingly. If the items are damaged in transit you will file a claim directly with the shipping company and collect the insurance payout.

Returning a Fireplace Package:
We recommend FedEx Freight LTL Economy for the best service. We highly recommend you insure the fireplace for the full value of the order in case of damage in transit.

Returning a Fireplace Insert only:
We recommend FedEx Ground (NOT UPS) for the best service. We highly recommend you insure the fireplace for the full value of the order in case of damage in transit.

How To Pack A Return Freight Shipment:

  • The mantel, log set, and insert must be re-packed in the original packaging material the same way it was received.
  • Repack the items using clear packing tape only; use of duct tape or other packaging materials will incur a $100 surcharge.
  • 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.
  • Mantels must contain all panels and assembly hardware to be considered complete.

The policies on this page supersede all other printed or otherwise-stated Magik Flame, LLC policies. Please be sure you have read and agree to these policies before placing your order, and refer to this page if you have questions. To ensure that our policies are completely transparent, they are clearly published here and linked to from all site pages via the site footer link. Order processing is bound by these policies, so please read them carefully before ordering. Placing an order with Magik Flame, LLC via any method means you agree to comply with the policies set forth on this page.

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.

Call: 866-532-2905
Available 9 AM – 10 PM seven days per week

Chat: Use the chat widget on the MagikFlame website

Email: [email protected]

Limited Warranty

All MagikFlame electric fireplaces are guaranteed to be free of defects at the time of shipping. Should your unit fail in 1 year (or less) 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. 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 can not be returned for service without the original boxes.

Privacy Policy Statement

Information We Collect

When you use our services and provide information:

When you make a purchase in one of our online stores or on Walmart.com, Amazon.com or marketplaces, participate in a sweepstakes or contest or any other promotion, post a product review, engage with us on our social media platforms, participate in one of our surveys, send us any feedback, questions, comments, suggestions, ideas, or interact with us in any way, you provide us with personal information, such as your name, email address, mailing address, ZIP code, phone number, and credit card numbers. This allows us to provide you with our online services, and design services, process your transactions more efficiently, offer you promotions, contests, and other opportunities, and, ultimately, give you a higher caliber of customer service (together the “Services”). If you choose not to provide the requested information, we may not be able to provide you with the Services, or certain features of the Services may not be functional.

Information About You We Receive from Third Party Vendors:

Other companies we do business with may provide to us additional personal information (such as, for example, names, mailing addresses and email addresses, as well as demographic and other usage information), when we have news or product offerings that may be of interest to those individuals. This does not apply to you if you reside outside the continental United States of America.

How We Use Your Information

Other companies we do business with may provide to us additional personal information (such as, for example, names, mailing addresses and email addresses, as well as demographic and other usage information), when we have news or product offerings that may be of interest to those individuals. This does not apply to you if you reside outside the continental United States of America.

To facilitate your purchases:

This includes processing your order and payment, shipping the order, providing you with technical support and assistance, and communicating with you about the purchase by email. For example, we will contact you by phone, postal mail, or email to update you of the arrival of the package, to address any issues with the order, or to answer any questions you may have about your order. If you are located outside the continental United States of America, we will contact you using the contact information you provide (e.g., email, phone, mailing address). The legal basis for this processing of your information is the performance of our contract with you.

Content:

exclusive offer

Free shipping

Sign up and receive a promo code for an extra $50 off any MagikFlame electric fireplace.

By submitting your email address you agree to receive promotional emails from MagikFlame. Enter your email address before closing this window.

Thanks for signing up!

Use code m9146 to receive an extra $50 off
an insert or mantle package purchase of $2,995 or more. Check your inbox for the promo code and upcoming emails from us.
Offer may not be combined with any other offer and is available for a limited time only. Subject to change and cancellation with no notice or liability

*Terms may vary and are subject to credit approval. Rates range from 0% to 29.99% APR.

Bread® loans are made by Cross River Bank, a New Jersey Chartered Bank, Member FDIC. 

By signing up for our email list, you are agreeing to receive promotional emails from MagikFlame. View our Privacy Policy for more info.

You will receive a Welcome Email with the $50 Off Promo Code. If you do not receive the email, please review your Junk Folder and add MagikFlame as a trusted sender.

If you still do not find the Welcome Email, contact us at [email protected] and request the Promo Code.

Offer subject to change and/or cancellation with no notice.

Offer subject to change and/or cancellation with no notice.

Offer subject to change and/or cancellation with no notice.

Cannot be used in combination or conjunction with any other offer.

Offer is limited to 28″ Insert only. While supplies last.

Offer Ends 11/29/21.

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Privacy & Return Policy