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Frequently Asked Questions


What is the return policy?

Products can be returned for any reason within 30 days of receiving the unit. If the unit is damaged upon arrival, we will replace or repair the unit at our discretion. If the fireplace is being returned because you don’t like it (non-defective), then you will be responsible for shipping the product back to us using the carrier of your choice (we use FedEx for inserts and freight companies for mantel packages).

Please retain ALL the original packaging material as that is required for processing your return. Returns will not be accepted if you do not have all your original packaging. Returned items must be in like new condition, exactly like you received it, with no damage or scratches, and all the original parts and accessories must be included.

There is a 20% reconditioning fee for all non-defective units, and shipping is non-refundable, as this was a service that was performed to deliver your fireplace. Shipping is not free, and is factored into the selling price.

We ask that you work with our tech support team to resolve any issues you may have with the fireplace before returning, but that is completely up to you.

Refunds will be issued less shipping and fees once your product has been inspected and verified to be in good condition. Our fees cover checking your unit, testing it, repackaging it, etc. and takes us a few hours so that is what the fee covers, as well as replacing shipping boxes and other packing materials.

Do You Have Additional Questions?

We love talking fireplaces! Call us anytime at 800-558-8098 or chat with us on the web site. We can also be emailed at [email protected]. Usually phone calls and chat widget requests get the quickest replies.

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