Refund policy
Cancellations
You may cancel your order anytime before it ships fee of charge.
To cancel an order, please contact us via email: support@theelement4guys.com or call us 202-573-9481.
Returns
All Element4 Gas & Bio-Ethanol Fireplaces are eligible for return within 30 days of the date of delivery if the following conditions are met:
- The fireplace has not been installed or used
- The fireplace is in the same condition as when it was received
- The fireplace is still in its original packaging
To schedule a return please follow the steps below:
- Contact our customer support team via email support@theelement4guys.com
- Include pictures of the fireplace in its original packaging and ready for return
You will receive an email within 1 business day confirming that your return has either been accepted or denied. If the return meets the conditions specified above, you will receive an email with detailed instructions to return the fireplace.
Return Fees
All Element4 Fireplaces are shipped from the manufacturers warehouse in Zwolle, Netherlands. Once the fireplace is shipped to the US, we (The Element4 Guys) cannot return it.
However, we want you to have a good experience when you shop with us. And we also understand that plans change. We believe that, if for whatever reason, you need to return your fireplace, you should be able to do so. Which is why we have implemented our 30-day return policy.
That being said, we do have to cover some of our costs.
Freight: you will be responsible for the freight that we covered to ship the fireplace from the Netherlands to your location, as well as, the freight to return the fireplace to us.
The freight fees will be deducted from your final refund.
Restocking Fee: A 25% restocking fee will be charged on all returns. UNLESS you wish to exchange your returned fireplace for another.
Exchanges
An exchange vs. a straight return, gives us the ability to absorb more of the cost associated with your return. Exchanges are handled on a case by case basis, but in most cases, we are able to greatly reduce, if not waive the restocking fee altogether.
Refunds
Once your return has been delivered to our warehouse, we will inspect it to make sure it is still in good, unused condition.
If approved, you will receive a refund to the card you used to purchase the fireplace (minus all applicable return fees) within 15 business days.
If, after inspection, we find you fireplace does not meet the conditions for a return specified above (and copied again here below), your refund will be denied and we will ship the fireplace back to you.
- The fireplace has not been installed or used
- The fireplace is in the same condition as when it was received
- The fireplace is still in its original packaging
Contact Info for Returns/Refunds:
- (202) 573-9481
- support@theelement4guys.com
Warranty
In the event your product experiences a defect, our technical team will guide you through the manufacturer’s warranty process. Please contact us and not the manufacturer. As your dealer, we are assist you through this process.
Here is a general outline of what to expect:
Due to the technical nature of our products, troubleshooting is required by the manufacturer to process a warranty claim. Your installer will need to troubleshoot and diagnose the problem on-site while working in tandem with our technical team. If troubleshooting leads to what The Element4 Guys deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf.
Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.
In some cases you will need to return the defective parts. In those instances, you can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).
Warranty claims can take anywhere from 1-4 weeks to process, depending on the season. Due to the length of time claims can extend, we recommend that you fire up your unit in the late summer/early fall to ensure it’s in good working condition for the winter season!
Contact Info for Warranty/Support
- (202) 573-9481
- support@theelement4guys.com