Here at American Fire Glass, we strive to deliver the best shopping experience you deserve. That is why we offer an easy and transparent return policy. If you are not fully satisfied with your purchase, please contact us immediately.
What We Offer
We offer our customers the ability to return their items within 30 days from the date of delivery with no re-stocking fees. Items must be in new and unused conditions with the original packaging. Our Return Policy makes it easy for you to return your new, unused products for a full refund. If a return is requested after 30 days of receiving the order, you will be issued a refund minus a 25% restocking fee. All you need to do is call and request a Return Merchandise Authorization (RMA) and ship the items back to us.
All products must be in new condition and in their unopened original packaging to qualify for a refund (please do not assemble or modify the product in any way).
The few exceptions that cannot be returned include:
- Clearance Items
- Gift Certificates
- Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)
You may be asked to email us photos before your return is authorized. This protects you! A photo helps us if there is any damage to the item(s) in the shipping process back to us. Photos can be sent to firstname.lastname@example.org.
To ensure you receive a prompt refund, please do not attempt a return without contacting us first. If we receive your return without a return merchandise authorization form (RMA), it will be denied and sent back to you. The RMA form will be filled out by our staff and sent to you via email for you to print, sign and insert in every package returned.
Also, your return shipment might be returned to you in the event your item is:
- Received in an unacceptable or damaged condition.
- Packaged carelessly or in a way deemed unacceptable. (DO NOT WRITE DIRECTLY ON BOXES)
If the return was damaged in transit we will open a claim with the shipping company. If the item returned is damaged or used, we will immediately notify you.
American Fire Glass does not offer exchanges/credits at this time. If you would like to exchange a product for another item, please fill out the return request form below to request a return and then create a new order. If you wish to cancel your order, but it has already been shipped, please feel free to request a return (excluding non-returnable orders containing clearance merchandise, gift certificate or just clearly marked “Non-Returnable”) upon receiving the order.
The information provided is for informational purposes only. The American Fire Glass representative has the right to deny your eligibility for a return on a case by case basis, at their sole descretion.
If you would like to proceed with the return process, please fill out a return request form.
We always go above and beyond to meet our customer expectations as much as possible. Thank you for choosing American Fire Glass.