Request approval first.
Contact Emberluxe with your order details before returning an item. Unapproved returns may be delayed because we need the correct return instructions, item notes, and handling path.
Returns & Exchanges
A considered path back to comfort.
Fireplace decisions are made for the rhythm of a room. If your Emberluxe piece is not the right fit, our returns and exchanges process is designed to be calm, clear, and carefully handled.
Condition
Unused & complete
Support
Guided by email
Exchange
Fit-focused help
Review
Careful inspection
Before You Send
Keep the process clean, traceable, and protected.
Because fireplaces, inserts, heaters, and hearth accessories can include delicate finishes, glass, controls, and fitted components, every return should be approved before anything is shipped back.
Preserve original packaging.
Return items should be unused, uninstalled, and packed with all original components, manuals, remotes, hardware, protective materials, and inner packaging whenever available.
Exchange with intention.
If the size, style, heat output, installation type, or room fit is not right, our team can help guide you toward an alternative fireplace solution before the exchange is arranged.
Eligibility Notes
What we look for when a fireplace item comes back.
Unused Condition
The item should show no signs of installation, mounting, burn exposure, alteration, wear, or household use.
Complete Contents
Include accessories, controls, cords, manuals, hardware, trims, packaging inserts, and any included safety documentation.
Secure Transit
Use protective packaging that prevents movement, glass stress, corner impact, surface abrasion, and moisture exposure during transit.
Clear Documentation
Share your order number, item name, reason for return or exchange, and photos when our support team requests them.
Four careful steps from request to resolution.
We keep the process organized so your fireplace return can be reviewed with the right context and minimal back-and-forth.
01
Contact our team.
Send your order number and a short note about the issue, room fit, installation concern, or exchange preference.
02
Receive instructions.
We confirm the next steps and provide guidance for packing, return routing, and any required item photos.
03
Ship with care.
Pack the fireplace item securely and use a trackable carrier so both sides can follow the return movement.
04
Inspection & update.
Once received, the item is reviewed before we update you on the return, replacement, or exchange status.
Fine Print, Clearly
Common return questions.
Can I return an installed fireplace?
Installed, altered, used, mounted, or visibly handled items may not be eligible for return. Fireplace products should remain unused and complete unless our team provides different written instructions.
Do I need the original box?
Original packaging is strongly recommended because it is designed to protect the item, glass, trim, controls, and accessories. If the original box is unavailable, contact us before shipping.
Can I exchange for another model?
Yes, exchanges may be possible when the returned item meets the condition requirements and the requested replacement is available. Our team can help compare dimensions, heat type, and room use.
When should I report transit damage?
Contact us as soon as you notice damage. Keep all packaging and provide clear photos of the carton, labels, item, and affected area so the issue can be reviewed properly.
Are shipping costs refundable?
Shipping treatment depends on the reason for the return, item condition, and review outcome. Our support team will confirm the applicable details before the return is completed.
Need Assistance?
Send us the details, and we will guide the next step.
For returns, exchanges, delivery questions, or product fit guidance, include your order number and the fireplace item name so our team can review your request with care.
Email
info@emberluxe.xyz
Phone
8547836447
Address
1216 First Ave Greenville SC 29609