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Returns

Thank you for purchasing from FireLogs.

At FireLogs, we know how important it is to have access to expertise throughout the time you own and use a product.  We pride ourselves in providing the best customer service in the industry.

Our technical support staff is happy to answer any questions or concerns you have about your purchase.  They are available at Technical@FireLogs.com.

Should you need to return your product, please follow the following instructions.   

 FireLogs Return Instructions

 Provided Below are the instructions to return any product purchased from FireLogs. 

 **Please read the following completely before you email for your Return Authorization Number. **

Terms and Conditions for Return:

1)     Return request must be made within 30 days of the date on your invoice.

2)     Returns must be sent in original carton and packaging, and be in saleable condition.  Items returned without original packaging will be subject to a returns surcharge of 25% of the purchase price.  No used items may be returned, manufacturer’s warranty policies apply.

3)    The package must be marked with the Return Goods Authorization (RGA) number given to you by Nan.  Any return received without an approved FireLogs RGA number will result in delay of credit and be subject to a restocking penalty charge of 25% of the purchase price.

4)     FireLogs must receive returns within 20 days of issuance of the RGA number.  Returns received outside this time frame may result in a delay of credit and a restocking penalty charge of 25% of the purchase price.  All accessory items, included with the product must be included in return.  Items not included are subject to a missing item charge as noted on Returns Checklist.

5)     Freight and handling charges are non-refundable.  Customer is responsible for all shipping and handling charges for product returns.

If you qualify for a return based on the above criteria, Request Return Authorization Number.  If the link does not work, see bottom of page.  In the email, you will be asked to provide the following information:

     Name as it appears on invoice
     Invoice number and date
     Product to be returned
     Reason for return

Once you have obtained your FireLogs RGA number, please refer to the following Return Checklist to finish your process.

    FIRELOGS RETURN CHECKLIST

 _____ I have received a FireLogs RGA number.  That number is _________

 _____ I have packed all items in original packaging for return.

 _____ I am returning all accessory items.  I understand that I will be charged for any missing items.

 _____ I am shipping my returns with 20 days of receipt of my RGA.

 ***Upon shipping, we advise that you keep your shipment tracking number for future reference.  You are responsible for the return and must be able to supply this information in the event that your shipment is lost in transit to FireLogs. ***

 _____ I have a copy of my shipping record for reference.

Print and cut out the following return label, fill it out completely, and tape it to the outside of EACH package:

If the "request Return Authorization Number" link does not work for you.  Please send the following in an email.

Email to: Returns@FireLogs.com

Subject: Return Authorization Number Request

Body of email:     Name as it appears on invoice:

                                Invoice number:

                                Invoice Date:

                                Product Item Number(s) to be returned:

                                Reason for return:

Product Questions: Sales@FireLogs.com
Technical Questions: Technical@FireLogs.com
Order Department: 888-321-LOGS (5647)
Ordering Information
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Frequently Asked Questions (FAQ).

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Last modified: March 26, 2008