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Magik Flame LLC. TOS, Privacy Information, Warranty & Returns
Doing business as Magik Flame LLC. We are located at 191 Charter Place, Suite #100, La Vergne, TN 37086. When placing an order with us you are agreeing to the following terms and conditions of sale and web site usage stated in the policies within.
MagikFlame distributes through our web site and Amazon only. 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 9 AM – 10 PM Monday – Sunday by phone at 954-389-9550 or email at [email protected] We respond quickest by phone call and then by chat widget on the web site. Emails are the slowest form of communication. For tech support we ask that you please call us when you’re in front of the fireplace so we can guide you through trouble-shoot your product (if required).
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 (6-8 feet away from the firebox, seated, and looking directly into the insert reduces most 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. Like any other electric fireplace the MagikFlame is best viewed from straight on and looks less-good when viewed from extreme angles offset to either side. Be aware of the reflective nature of the glass before ordering and call if you have questions.
Furthermore in order to properly optimize the MagikFlame for best performance and to ensure the flames look like they are coming from in front of, and on top of the logs we suggest setting the fireplace as follows. First ensure your logs go completely on and off when pressing the orange button on the power menu. If you logs do not go completely on and off when pressing the orange circle call tech support so we can assist you to sync your logs. Next it’s important you have the right flame playing to ensure your fireplace looks like the web site. Find the flame of a camp-fire that has flames only from the center of the logs AND has smoke blowing from left to right. There is only one flame like this. Go one more flame to the right for the flame shown on the web site and in most videos/images. Other flames may not appear to be coming from in front of the logs and some flames appear to be coming from behind the logs. To get the best appearance we recommend choosing the flame using the instructions set-fourth here.
Freight Inspection Policy
It is the responsibility of the end user to carefully inspect your MagikFlame fireplace upon delivery, to ensure that it is free of physical defects and damages that may have occurred during transit. It is critical that you do not sign for your fireplace until you have thoroughly inspected the outer packaging boxes and also the contents within. Do not let the freight driver leave until you have taken the time to check the contents of each box for damage before signing the bill of lading. If any damage is notated upon inspection MagikFlame will ship at no cost replacement parts. However any damage that is not notated on the bill of lading will not be covered under our replacement policy. It is critical that all boxes are 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. Damaged materials are not considered a valid reason for return of non-defective merchandise, since replacements are sent free of charge, for all notated damage. Returns of non-defective units that have not been signed for as damaged upon delivery are considered non-defective and fall within our non-defective returns policy (IE: refunds minus shipping + reconditioning fee) as stated below.
If you are not completely satisfied with your purchase from MagikFlame, for any reason, we will offer you a 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 $100 charge for the packaging.
If the items being returned are defective we will ship you replacements free of charge and send you a FedEx return label to send the defective item back. If the items being returned are not defective you are responsible for the return shipping fees and a 20% re-conditioning fee. This fee is calculated based on the total order value including shipping. This fee covers our man hours for testing all returned non-defective units and replacing packaging materials. When items including all accessories are returned un-damaged a refund will be issued via the original credit card (minus the original shipping fees).
Contact us for the proper return address before shipment. You must notify us by phone or email before returning a product. Be sure to include your order number and invoice inside the return packaging so we know who the items are from. All returned items will be tested for functionality before a credit is issued. For freight shipments the mantel, log set and insert must be re-packed in the original packaging material the same way it was received. The boxes will need to be secured to the pallet the same way we shipped it to you. Use tie straps and/or plastic shrink wrap to secure all boxes to the pallet to prevent shifting in transit. Mantels must contain all panels and assembly hardware to be considered complete. Please note that if you are returning a mantel package we recommend using FedEx Freight LTL Economy to for best service. We highly recommend you insure the fireplace for the full value of the order in case of damage on the return. If the items are damaged in transit you can collect the insurance payout directly through the logistics company as we will not refund for damaged units. Also be aware that all mantel returns will require a lift-gate upon delivery and must be specified at the time you book the freight.
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). We are not responsible for any damage that may occur when you are assembling your mantel or installing your glass. In-proper assembly of the mantel may result in damage and replacement mantel pieces are not available, and you would be required to purchase a new mantel if damage occurs. We do not have paint touch-up kits so be careful with assembly to not chip or fracture the wood. Also if the glass is broken due to improper installation Magik Flame is not responsible for sending a replacement part without charge. Please take great care and follow the instructions carefully when assembling the mantel and installing the glass. If you have a question or a problem call us rather than guessing due to the expense of replacing these parts. Take great care when assembling your fireplace.
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.
The policies on this page super-vent all other printed or otherwise stated policies. Please be sure you have read and agree to this policies before placing your order and reference this page if you have questions about our policies. They are clearly published here and linked to from all product detail pages as to ensure our policies are completely transparent at all times. Order processing is bound by these policies so please read carefully before ordering as doing so means you accept the policies on this page.
Order Cancellation Policy
At MagikFlame we strive to ship all orders as soon as possible. Once an order is placed our warehouse staff will pull your individual fireplace components from our storage racks and begin to prepare your unit for shipment. This includes boxing your unit for shipment if it is not already, as well as pulling and sorting all components required for your order, and preparing them for shipping either with a LTL freight company or FedEx depending on what’s ordered. Pulled orders are placed on our loading docks close to the doors for prompt shipment once your order is placed and accepted. Because we invest man hours (labor) and incur material costs when preparing your unit for shipping, all cancelled orders will incur a $100 cancellation fee to cover our time and costs. Refunds given on cancelled orders will be refunded in full minus this cancellation fee. If units have physically been booked, picked up, or transported at all by our freight company before the order is cancelled additional fees may be deducted from your refund amount depending on the services performed in addition to the cancellation fee. Please be sure you are committed to receiving your MagikFlame before finalizing your order.
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.
When MagikFlames are in stock (in the color your chose) they are typically shipped in 1-3 and up to 5 days business days; using 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. Inventory is seasonable and may not be available during warmer months of the year outside of winter. Be sure to order while items are in stock to ensure timely delivery.
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.