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WARRANTY AND RETURN POLICIES
Warranty
Real Flame® Company warrants the body and internal components of this Real Flame gas fireplace to
be free from defects under normal use with a limited 2 year warranty from the date of purchase. The
burner tube and nozzles carry a lifetime warranty. In the event of defects Real Flame will, at its option,
replace the defective product or refund the purchase price. The foregoing is the exclusive remedy and
Real Flame disclaims all other warranties, including any implied warranty of merchantability or fitness
for a particular purpose. In addition, Real Flame will not be responsible for consequential damages in
excess of the purchase price of the product on which such liability is based.
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 within 30 days of receipt. 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
• Shipping address
• A picture of the damaged item may be requested. Pictures should be sent to custserv@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
Real Flame Customer Service
USA: 1-800-654-1704
Canada: 1-800-363-6443
custserv@realflame.com
06272019-3
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