At Nadia's Fireplace Tips, I want you to be completely satisfied with your purchase. I also know that sometimes a product simply doesn’t work out as expected.

Because I sell a mix of standard products, custom products, custom-cut glass, and select semi-custom items, return eligibility depends on the type of product ordered. Here’s how I handle returns, cancellations, exchanges, and damaged items.

Returns Process for Standard Products

If you need to return a standard, non-custom product, most unused items can be returned within 10 business days of delivery.

Here’s the process:

1. Submit your return request within 10 business days of delivery.

2. You’ll receive an email confirming whether the return is accepted or denied within two business days.

3. Once accepted, I’ll send you return instructions and shipping details.

4. You’ll have 10 days to return the product once the instructions are received.

5. After the return is received and inspected, your refund will be issued minus applicable shipping costs and a 25% restocking fee.

Items not eligible for return:

• Custom-made, custom-sized, or specially fabricated products

• Custom fireplace doors and fireplace door components

• Tempered or ceramic fireplace and stove glass, since all glass is custom cut at the time of order

• Used or assembled items

• Clearance items

• Bundled kits sold at a discounted rate unless the entire kit is returned

Fireplace Glass – Tempered & Ceramic

All tempered fireplace glass and ceramic fireplace or stove glass listed on Nadia's Fireplace Tips is custom cut specifically for each order.

I do not stock pre-cut fireplace or stove glass. Once an order is placed, the glass is cut to the size selected or to the measurements provided with the order.

Because the glass is custom cut at the time of purchase, tempered and ceramic glass cannot be returned. All glass sales are final.

Please double-check your measurements, glass type, thickness, and other selections carefully before placing your order. Fireplace glass is one of those products where being off by a little can matter quite a lot.

Return Policy for Custom Products

Custom products are manufactured, cut, sized, finished, or otherwise prepared specifically for your order. Because these products are produced for an individual customer and may not be resold, custom product sales are final and cannot be returned.

This includes, but is not limited to:

• Custom fireplace doors

• Custom-sized fireplace door components

• Custom-cut tempered fireplace glass

• Custom-cut ceramic fireplace or stove glass

• Other products manufactured or modified specifically according to your measurements, selections, or order requirements

I do not keep custom glass panels in stock. Each piece is cut specifically when the order is placed.

In rare circumstances, I may approve a return if a product can reasonably be resold as a standard item. Any such exception is entirely at my discretion and should not be considered a guarantee of return eligibility.

For any changes or cancellations of custom orders after 24 hours from the order date, there will be a minimum charge of $200 to account for materials or labor already invested. This amount may increase depending on how much work has already been completed.

It’s essential that you follow all measuring guidelines, product instructions, and forms provided on my website. Custom products are manufactured using the information supplied with the order, so I cannot issue a refund when an item does not fit because incorrect measurements or selections were provided.

If a custom product arrives damaged, I will repair or replace it at no cost to you. If you decline repair or replacement, I am unable to offer another resolution.

Return Policy for Semi-Custom Products

Some products on my website may be considered semi-custom. These are products offered in predetermined manufacturer sizes, configurations, finishes, or options rather than being individually fabricated to customer-supplied measurements.

A product is only considered semi-custom and returnable under this policy if it is specifically eligible for return. Custom fireplace doors, custom-cut glass, and other individually manufactured or sized products are not considered returnable semi-custom products.

For eligible semi-custom products, returns are subject to a 35% restocking fee, along with applicable inbound and outbound shipping costs.

Credit will be issued only after the product is received and inspected and I confirm that it is in resaleable condition.

If the product is not in resaleable condition, it will be returned to you at your expense and no refund will be issued.

Exchanges

If you wish to exchange an eligible returnable product, I offer two options: Standard Exchange and Expedited Exchange.

• Standard Exchange: Return your eligible product, and the applicable credit will be applied to your new order. Shipping costs for items originally sold with free shipping will not be credited.

• Expedited Exchange: If you need your replacement item shipped before the original return is processed, a credit card will be held on file while the replacement shipment is processed. The original product must be returned within 10 business days to avoid additional charges.

Custom products and custom-cut glass are not eligible for exchange unless the product is damaged, defective, or I specifically approve an exception.

Cancellations

Once your order is submitted, processing begins right away, so cancellations cannot always be guaranteed.

If you miss the cancellation period on a standard product, I can help determine whether the item qualifies for a return or exchange.

Custom-made, custom-sized, and specially fabricated products cannot be canceled once materials have been ordered or fabrication has started.

Warranty Process

If your product develops a defect, my technical team will assist you through the manufacturer’s warranty process.

Here’s how it works:

1. Troubleshooting: Your installer and my team will troubleshoot the issue.

2. Submit a Claim: If the issue is confirmed, I’ll submit a warranty claim to the manufacturer.

3. Receive Replacement: Once approved, the replacement part or parts will be shipped, and the defective part may need to be returned using a prepaid label.

Warranties are processed as exchanges, and warranty claims can take approximately 1–4 weeks.

Damaged Items

I do my best to make sure your order arrives in excellent condition, but shipping and fireplaces occasionally conspire to keep life interesting.

If an item is damaged during shipping:

1. Inspect the package before signing for delivery whenever possible.

2. Note any visible damage on the delivery receipt and contact me immediately.

3. Keep all original packaging, as it may be needed for the claim or return.

If you find severe damage at delivery, refuse the shipment and note "Refused due to damage" on the delivery receipt.

Please notify me within one business day of receiving damaged goods. Items requiring return must be returned within 10 business days.

Nadia's Fireplace Tips is not responsible for labor costs or project delays resulting from damaged or defective products, so I strongly recommend inspecting everything before scheduling installation.