Return & Refund Policy
Dreamflame hopes you love your new electric fireplace, but we also want you to be completely satisfied. If you're not entirely happy with your purchase, you can return it within 30 days. Any product purchased through Dreamflame will adhere to our return policy. Details are as follows:
- Returns
We have a 30-day return policy. To qualify for a return, your item must be in the same condition as you received it, unworn, and with tags. You will also need to provide a receipt or proof of purchase.
To initiate a return, you can first contact us through customer service or email at service@dreamflamefireplace.com. Please note that returns must be initiated through customer service. If your return request is accepted, we will send you a return shipping label, which you can affix to the box and then arrange for pickup with the courier. Items returned without prior authorization will not be accepted. Feel free to contact us at service@dreamflamefireplace.com if you encounter any issues with returns.
- Damages and Issues
During transit, packages may encounter damage, resulting in product damage. Please inspect your order upon receipt, and if items are defective, damaged, or if you receive the wrong item, contact us immediately so we can assist you.
- Exceptions/Non-returnable items
We only accept returns for items purchased directly through our website. If you purchased through an authorized dealer, please contact them directly. Additionally, we do not accept returns for gift cards.
- Refunds
Once the returned item is received, it will be inspected, and if deemed to be in good condition, we will process the refund within 10 business days of receiving the return. Please note that your bank or credit card company may also require some time to process and post the refund. If more than 15 business days have passed after we approve your return, please contact us at service@dreamflamefireplace.com.
Have questions about our return policy? Please contact us, and we'll be happy to assist you.