Refund & Return

We hand select our product range from world-class brands to ensure that our customers will be ecstatic with each and every purchase. With that said, we understand that sometimes it just isn’t what you had expected.

For orders with damages or defects:

Before signing for your shipment, please inspect the carton and contents. If you notice any damage, note it on the Bill of Lading, refuse the shipment and contact us immediately (you can email us at You will not be charged a restocking fee on damaged items.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading/Acceptance Log.

For orders without damages or defects:

If you refuse delivery or wish to return any part of your order that is not damaged or defective, Crackle Fireplaces will refund your purchase amount minus return shipping charges and a 20% restocking fee.

You must notify us of your intent to return within 30 days and the item must be returned in salable condition and in its complete original packaging. Refunds will be applied to same payment method used when original purchase was made.

To request a return authorization number and return instructions, email us at, using the subject “Return Authorization.” You must provide us with your Order Number, the product you wish to return, and the reason for your return. We will respond to your requests within 24 hours.