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RETURN POLICY
Return Policy
You may return your purchase within 90 days of receipt. No refunds will be issued for
incomplete or unauthorized returns. All returned products must be 100% complete, adequately
packaged in original packaging and in resalable condition. Products that have been assembled
or modified will not be eligible for return. All items must be returned in their entirety, meaning
all items included must be returned together. No returns or exchanges on discontinued items.
Please begin the return process by contacting the store or company where you bought your
Real Flame® item.
Replacement Parts
In the event that an item has been lost or damaged, either by the manufacturer or in shipping,
you may request a replacement. Replacement parts are not available for all units and only
given at Real Flame's discretion. We will assess any damage and find a solution, which could
include shipping you a replacement. No replacements are available for discontinued items or
repackaged (open box) products. Please call Real Flame Customer Service at 1-800-654-1704
for replacement parts before returning the damaged item. Please have the following information
(which can be found in your instruction manual) ready before you call Customer Service:
• Model number of item
• 4-8 digit part number
• Lot code number
• Shipping address
• A picture of the damaged item may be requested. Pictures should be sent to csrep@
realflame.com.
Incorrect Order Received
If you received something other than what you ordered, please contact Real Flame Customer
Service at 1-800-654-1704 within 48 hours of receiving the item.
Refer to www.realflame.com for our complete return guidelines and policies.
Please register your fireplace for recall notifications, proof of ownership and quality assurance at
https://www.realflame.com/registration.
Real Flame®
7800 Northwestern Ave.
Racine, WI 53406
USA
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
csrep@realflame.com
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