Refund policy

Iconic Flame wants your shopping experience to be an excellent one, and if for some reason, a product is not to your satisfaction, we can offer different solutions. 

Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.

Items that are not eligible for return include the following:

A. Used items, including items that have been installed or assembled.

B. Clearance items.

C. Warehouse Deal Items.

D. Custom-made, special-order and made-to-order products.

E. Items marked non-returnable in the item description.

F. Items requested outside of the 30-day return period.

If your item qualifies for return you can start the process with an email sales@iconic-flame.com. Please provide the order number and the reason for the return. You will receive an email confirming we received your request that will include additional details on the process.

Please be aware of the following information regarding how this process will proceed:

All shipping (to and from) costs are deducted from the refund. (Of course, if your return is because of our error, you are not responsible for shipping costs.)

If your return request is due to product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we will work with you to get it replaced.

An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval.

If your return will be coming back via freight truck, we will require you provide us a photo before your return will be authorized. This can be as simple as a cell phone pic. We require a “before” picture in case there is any damage to the item on its way back to Iconic Flame.

Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc. Iconic Flame reserves the right to refuse a refund if any parts and/or manuals are missing, if damage has occurred during the return shipping, if the returned product is not in the original packaging and/or if the product is used in any way. 

Once Iconic Flame receives and inspects the return, your refund will be issued. The processing time for the refund will depend on the payment option used for the order.

Any items returned outside of this process or 30-day period are not eligible for a refund.

Any items returned on your own are not eligible for a refund.

 

Defective Products:

In the rare instance that you receive a defective product, most of the manufacturers we carry have great processes to assists so you should check your manual for details.

If you are advised to contact us, our knowledgeable Support team will guide you through the manufacturer's warranty process. Please be aware of the following information we need and how the process normally proceeds:

The defective item must still be within the manufacturer's warranty period.

You will need to supply any serial numbers, a description of issue, and any pictures or video depicting the issue. The manufacturer will review the claim, then they will approve or reject it. The time for the manufacturer to respond may vary depending on the manufacturer's internal processes.

If approved, the warranty process begins and service, parts, repair or any combination of those as needed will be provided in accordance with the manufacturer's warranty. Some parts or items may need to be returned to the manufacturer for quality control. We will advise you of this.

Iconic Flame is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend that you wait to schedule installation until after your order has arrived and items have been fully inspected.

All shipments should be opened and inspected within 48 hours of delivery in accordance with our Delivery Inspection policy. It is recommended that you check for visible defect at this time as well as damage to prevent any delays with getting to use your item(s).

If your item has a defect outside of the warranty period:

We will not be able to facilitate a claim to the manufacturer.

Parts or whole replacement units may not be available for discontinued items.

 

Damaged Products:

If you receive a damaged item, you must notify us within five (5) calendar days of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open and inspect everything for damage.

Damage reported within 5 calendar days of delivery:

Refuse the item with the carrier if you're able to do so. If you accept the item, report damage to us (after inspecting box and inner items/contents) within 5 calendar days. Report damage by emailing sales@iconic-flame.com

We will then offer parts, a discount to keep as is, or allow a return for refund/replacement.

THE DAMAGED ITEM CAN NOT BE USED IN ANY WAY. If you choose to keep the item for a discount, you have 5 calendar days to reply to accept or reject the discount offer.  Again, do not use your item during this time until final a final solution is agreed upon. Keep all of the packaging, the box and all items/pieces, in the event the item needs to return to us.

Damage reported after 5 calendar days:

No refunds, store credits, or free parts will be offered or issued. This is non-negotiable. We will only be able to sell you replacement parts for a repair. This is outside of our time frame to file any claims with the carrier or manufacturer/shipping warehouse. Since no return will be approved during this time, you are free to use the item.