Refund policy

Last updated: June 4, 2026

At NørthCrest Fireplace, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

We accept returns within 30 days of delivery.

The 30-day return period begins on the date your order is marked as delivered by the shipping carrier, not the date the order was placed.

To be eligible for a return, items must:

  • Be unused and uninstalled
  • Be in their original condition
  • Include all original parts, accessories, manuals, and packaging whenever possible
  • Not show signs of misuse, modification, or damage after delivery

Please Contact Us First

Before initiating a return, please contact our customer support team.

If you have any concerns about your order, including product issues, shipping damage, missing items, or installation questions, we encourage you to reach out first. In many cases, we may be able to resolve the issue without requiring a return.

To request a return or discuss a problem with your order, please contact us at:

contact@northcrestfireplace.com

Returns sent without prior authorization may be delayed or refused.

Return Shipping Costs

Customers are responsible for arranging and paying for return shipping unless the return is the result of our error.

We do not charge any restocking fees.

We do not provide prepaid return labels except in cases where the return is due to our error.

Because many of our products are large, heavy, or fragile, we recommend using a trackable shipping service and purchasing shipping insurance when returning an item.

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and provide photos of the product, packaging, and shipping label when available.

We will review the issue and work with you to provide an appropriate solution.

Refund Process

Once your return is received and inspected, we will notify you regarding the approval status of your refund.