If an order will have a lead time less than 6 weeks, it is our policy to take full payment at the time of order; this simplifies the payment process and streamlines the sale. However, when a phone order has a lead time longer than 6 weeks, it is our policy to take a 50% deposit at the time of order, then charge the balance once the order is ready to ship. Due to the programming of the online store, we are unable to collect deposits through that purchase method, we can only take full payment when the order is placed.
Please make sure to thoroughly read our shipping information and be aware that our lead times on special orders are usually in the 12 to 16 week time range; and sometimes take as long as 20 weeks depending on the size of the order. This means our special orders regularly surpass the 90-day chargeback limit of your credit card provider.
Even though the product will usually take longer than 90 days to receive, you may not cancel your order once it has begun production without incurring a fee. If a STANDARD SIZE and STANDARD FINISH special order is cancelled during production, the client will lose their rights to that respective unit (this means they lose their place in line) and a minimum 20% restocking fee will be charged. If a CUSTOM SIZE or CUSTOM FINISH (examples: polished nickel, dull nickel, unlacquered brass or bronze) or special order is cancelled during production, the client will lose their right to that respective unit (this means they lose their place in line) and a 35% restocking fee will be charged. Restocking fees are based on the total cost of the order. For this reason, we implore you to stay the course and be patient. We promise you are working with the best and will love your firegrate.
"Details matter, it's worth waiting to get it right" - Steve Jobs
We understand that sometimes people make mistakes and we do all in our power to help our clients in the case that they made a mistake. In these situations we are willing to work out a mutually beneficial exchange of product, where we accept the improper product and exchange it for something else. With that said, in the case of an outright return, Homefires reserves the right to charge a restocking fee of 20% for all STANDARD SIZE and STANDARD FINISH products. If a CUSTOM SIZE or CUSTOM FINISH product is returned, Homefires reserves the right to charge as much as a 35% restocking fee. Restocking fees are based on the total value of the order before taxes and shipping. Shipping charges are non-refundable. And the client must pay for return shipping in the case of a return. Refunds are not processed until the product returns to our location in good condition.
All information contained on this website is the exclusive property of Homefires. All imagery is the exclusive property of Homefires, or licensed to Homefires through our suppliers. No information or imagery may be used for any commercial purposes. We do allow hardcopies of the information contained herein to be printed for the expressed use of purchasing product from Homefires. But no digital information may be taken for rebranding or commercial purposes without our expressed permission.
In the event of a typographical error, regarding description, dimension, information or pricing. Homefires reserves the right to refuse sale of an item, even if the item has already been paid for by credit card. If this occurs, Homefires will cancel the sale and refund the credit card on file for the full amount paid.
It is the customer/homeowners responsibility to check and be certain that the fireplace is in proper working condition or is a proper type of fireplace for the item being purchased. We recommend having a professional come to check the fireplace before ordering. And we always recommend the fireplace be cleaned by a certified chimney sweep before installation.
Please take care to make proper selection. Homefires is not responsible for knowing the specifics of your local building and safety codes. With that said, anywhere in the State of Massachusettes or New York City will have especially stringent codes. In these cases, the client must communicate with us about the project so we can coordinate the correct products for their installation so code will be met.
If purchasing a gas fueled fire, please make sure to select the correct fuel type. Natural gas is piped from the city or local utility company. Propane (Liquid Propane Gas) is bottled gas; if using propane, somewhere on the property there will be an above ground or buried tank that is occassionally filled by tanker truck. It is not our responsibility to know the type of gas you are using. The gas type does affect the product you are delivered, and using equipment with the incorrect gas type is dangerous.
In most cases, Homefires product is shipped by common carrier (freight) or UPS Ground (small package). We have taken appropriate steps to properly price shipping on all of our products. But in the event of a underpriced shipping charge, Homefires reserves the right to cancel the order and issue a full refund. An example is if you are purchasing an item for delivery to Martha's Vineyard and the programming does not catch this and charge you the correct amount. Martha's Vineyard is a "special zone" on our shipping tarriffs. In the event your order is designated as a "special zone" which is not covered by our shipping tariffs. Homefires will be in touch to confirm the correct shipping prices. If said prices are not agreed upon, Homefires reserves the right to cancel the order and issue a full refund to the credit card used to purchase the item.
1994 - 2019 © AQR Inc. dba Homefires
Headquarters : Charlotte, NC
Main Phone : 704-376-9747
Toll Free : 800-749-4049