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30 N. Gould Street Suite 5638 Sheridan, WY 82801
ElectricFireplaceCity.com is committed to providing the best customer service in the electric fireplace industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times.
ElectricFireplaceCity.com 30-Day Satisfaction Guarantee Return Policy
Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.
- You must notify us of your intent to return within 30 days of delivery date.
- There is a 15% restocking fee.
- Our return policy applies to cancellations made after an item has been physically shipped or refusal at the time of delivery.
- We will refund the product price minus any applicable fees and charges.
- Original shipping charges are non-refundable.
- You are responsible for any return shipping charges.
- Refunds will be applied to the same payment method used when original purchase was made.
The Following Cannot Be Returned
- Products which are eligible for parts under manufacturer warranty
- Products that have had their original manufacturer packaging opened
- Products that have been out of their original manufacturers' packaging
It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.
If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
All return request must be submitted in writing and sent to email@example.com
ElectricFireplaceCity.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected, it is located under "Returns" tab on the product page and below:
INSERT MANUFACTURER RETURN POLICIES WITH DOWNLOADABLE PDF IF AVAILABLE FROM BRAND’S WEBSITE
- All return request must be submitted in writing and sent to firstname.lastname@example.org
- If your return is approved you will receive an email from us with return instructions.
- Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
- We recommend taking a picture of the package and/or the item before shipping.
- Ship the package. We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
- Please provide us the tracking number.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.
QUESTIONS? EMAIL US: SUPPORT@ElectricFireplaceCity.com
You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.
All unshipped orders canceled after 48 hours are subject to a $40 administration fee.
If your order has been shipped, a standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
In the event of damage to your product in shipping, please contact email@example.com to arrange for replacement and pick-up of the damaged [niche product]. Please refer to our Shipping Policy for more details.
Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under "Warranty" tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.
It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
Great Service! 1st unit was damaged in shipping and Julia responded immediately and had a new one sent arriving 2 days later. The fireplace is great also. Perfectly met our needs. The Bluetooth sound feature enables you to play music or a crackling fire sound effect.
Touchstone Sideline Steel 50" Recessed Electric Fireplace 80013
I am so happy with this purchase. This fireplace is perfect and It makes my living room warm and cozy. We are enjoying it a lot. Would order again.
Wow, what a fireplace. high-quality material and the look is outstanding. Absolutely loving this fireplace and would recommend it very highly. went well with my other furniture.
Beautiful piece and I love the colored flames, very elegant looking. Have it in our reception area at the office and I get a lot of compliments.
Works and looks fantastic! Purchased this for a private dining area of my restaurant to take the chill off and complete the overall "homey" feel of my place. Receive numerous compliments daily. I highly recommend this fireplace.
Love it! Love it! Love it! It's an elegant and beautiful electric fireplace. That's exactly what I was looking for the master bedroom.
This is exactly what I was looking for. Makes my living room very cozy and helps take the chill out of the air. Everyone comments on how lifelike it looks.
We love it! Fast shipping and in excellent shape. No problems. A beautiful addition to our living room.
I am absolutely in LOVE with this fireplace. Very sturdy. Relatively easy to install. Came super quick. An amazing addition to our space!
OMG, this is one of the best purchases I have ever made. Not only is it beautiful, the really warms up the room.
This piece far exceeded my expectations! The quality is really good and the fireplace works beautifully. Absolutely gorgeous in my bedroom!
Love this Fireplace it's stately looking and heats extremely well. great quality is what I have come to expect from Deluxe Home Store.
I love it! It looks so good just where I planned! I will definitely be looking for more great items at Deluxe home store.
I love everything about my fireplace. It heats my 440 square foot room and looks sharp. The delivery was fast and I couldn't be happier. Best fireplace ever Thank you Deluxe Home Store!!!
This is the most realistic flames and creates a nice ambiance. This was for a sitting area in our master bedroom and it adds a nice touch to the room. Thank You!
Found this to be exactly as advertised. Flames look reasonably realistic and give off a nice glow. It was easy to install and delivered on time. Good job Deluxe Home Store!
I love my Electric Fireplace. I live in an apartment where we can not have a real fire. This looks so real & also heats my apartment. I had a friend go out and purchase one too she loved it so much.
My purchase arrived faster than I expected, the packaging was perfect. I will not hesitate to buy from Deluxe Home Store and will recommend Deluxe Home store to everyone I know.
This fireplace is just the right size. It is very sleek and appealing! So glad I decided to order this one.
I purchased this electric fireplace for my daughter for her birthday. Customer service was very helpful when I placed my order and it was shipped earlier than was stated !! Can't wait to see how she likes it !! My experience with Deluxe Home Store has been excellent!!!!
The item came faster than expected, was easy to install, was exactly as described. Does a great job heating up the room. Thanks, Deluxe Home Store for another great product!
Love my fireplace, it’s pretty, puts out heat for my bedroom, the flame is realistic. Highly recommended!
This is perfect for my space! Love the flame and the heat is great!! Easy to install as well! This was the finishing touch needed for my dining room!
The Fireplace Keeps My Room Warm. I’m Very Pleased With My Purchase. I Love Laying Down In The Dark Watching The Flames. Absolutely Love It!!!
I got this item for my love as a thank you gift. And he loved the look and likes to be warm. Great service and fast delivery.
I really like this fireplace! It creates such a relaxing ambiance. I have had so many compliments on this fireplace, and would highly recommend it to everyone.
It looks perfect and I have had lots of positive comments. It looks really elegant! Really happy with it.
LOVE IT! It arrived so quick and no issues at all. I’m a single female and I was able to easily install. Looks beautiful in person!
Beautiful piece!! I’ve gotten so many compliments on this fireplace. It warms up my cold family room just right.
Great fireplace and perfect fit! I really love the services that you guys have and the delivery is always on time, Awesome job
Really happy with this fireplace. My husband installed it and had no issues with the included directions. The heater works surprisingly well for our very large great room.
This product is amazing it added warmth to my living room exactly what I wanted. arrived right on time and is great! Packaged very well. Love it!!
Unbelievable! This thing is huge. Looks gorgeous in our family room. Remote is great to control the flame and heater. Highly recommended!