Returns & Refund Policy

We want you to be confident when purchasing from The Electric Fireplace. Please read our returns and refund policy below before placing your order.

Change of Mind Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return, the fireplace must be unused, uninstalled and in its original condition and packaging, with all accessories, manuals and documentation included.

Please contact us at support@theelectricfireplace.co.nz before returning any product. Returns must be approved before being sent back.

Customers are responsible for the cost of returning change-of-mind items. Original delivery charges are non-refundable.

Products that have been installed, used, damaged after delivery, modified or returned without their original packaging may not be accepted as change-of-mind returns.

Faulty or Defective Products

If your fireplace is faulty, defective or does not perform as it should, please contact us at support@theelectricfireplace.co.nz with your order details, a description of the issue and, where possible, photos or videos showing the problem.

Depending on the nature of the fault, we may arrange a repair, replacement or refund as appropriate.

Your rights under the New Zealand Consumer Guarantees Act 1993 apply in addition to our 12-month limited product warranty and are not limited by this policy.

Damaged During Delivery

Please inspect your fireplace as soon as possible after delivery.

If the product or packaging appears to have been damaged during transport, please contact us as soon as possible and provide your order number along with clear photos of the packaging and product.

Where the product has been damaged in transit, we will assess the issue and arrange an appropriate solution.

Incorrect Product Received

If you receive a different product from the one you ordered, please contact us before installing or using it.

We will arrange for the incorrect product to be returned and the correct product to be supplied at no additional cost to you.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.

For approved change-of-mind returns, original shipping charges are not refundable.

Installed or Modified Products

We generally cannot accept change-of-mind returns for fireplaces that have already been installed, built into a wall, modified or damaged after delivery.

This does not affect any rights you may have where the product is faulty or otherwise fails to meet guarantees under New Zealand consumer law.

Warranty

Our electric fireplaces include a 12-month limited warranty from the original date of purchase.

The warranty covers eligible defects in materials or workmanship and does not cover damage caused by misuse, unauthorised modification or disassembly, accidental damage, liquid damage, normal wear and tear, or events beyond our reasonable control.

The warranty is provided in addition to any rights available under the Consumer Guarantees Act 1993.

Contact Us

For returns, refunds, warranty claims or product support, please contact:

The Electric Fireplace
Email: support@theelectricfireplace.co.nz

Please include your order number, contact details and information about your return or product issue so our team can assist you.