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FireLogs will handle your warranty claim with the manufacturer on products
purchased through us. Please be aware that the warranty policy varies by
manufacturer. Any items returned without the proper paperwork may not be
properly credited to your account.
If you are experiencing technical problems with your purchase, first E-mail our
Technical Department at Technical@FireLogs.com
to see if the problem may be corrected at your location.
Vent free burners MUST
have the metal plates attached to be covered by warranty. No plates, no
warranty.
FireLogs can swap your
defective product one of two ways. The
preferred way is to bill your credit card for the second item and immediately ship you the replacement.
When you get the new item, swap it out and put the old one in the box and
email us for a UPS pickup to return. We
will credit your card upon the return of the defective. The
second way is for us to issue a UPS pickup on your defective item (you will need to provide packaging) and return it to us, once received, we will send a replacement at no charge.
The manufacturers warranty does not include freight or labor
charges. FireLogs will pay the freight both ways on warranties within 60
days of invoice. Between 61 and 90 days, FireLogs will pay the freight one
way. After 91 days, the customer is responsible for the freight both ways.
After you have E-mailed technical support and it has been
deemed that your product must be returned for repair or replacement, please
email for your
Request Return Authorization Number.
The
package must be marked with the Return Goods Authorization (RGA) number emailed
to you. Any return received without an approved FireLogs RGA number will result
in delay of credit.
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. All
accessory items, included with the product must be included in return.
Items not included are subject to a missing item charge.
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:
Preferred Option: We bill your
credit card for the second item and immediately ship you the replacement.
Option Two: Return it to us, once received, we will send a replacement at no
charge.
Please choose: Preferred Option or Option Two.
Name as it appears on invoice:
Invoice number:
Invoice Date:
Product Item Number(s) to be returned:
Reason for return:
Print and cut out the following return label, fill it out completely,
and tape it to the outside of each package:
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UPS Pick Up
Please return
to: www.FireLogs.com
416 South 28th Street
Birmingham, AL 35233
Customer
Name:_______________________________________
FireLogs
Account Number:_______________________________
FireLogs
Invoice Number:______________
Purchase
Date:___/___/___.
FireLogs RGA
Number:_________
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Send
mail to Sales@FireLogs.com
with comments about this web site.
Copyright © 1997 www.FireLogs.com
Last modified:
August 16, 2010
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FireLogs.com
