Return & Refund Policy

Last Updated: September 20, 2026

At Modern Fireplace Living (operated by Asteris Limited), customer satisfaction is our top priority. We understand that purchasing a luxury fireplace is a significant decision. If you are not entirely satisfied with your purchase, we offer a straightforward, storewide return process.

Please review our return guidelines below before submitting a return request.

1. 30-Day Storewide Return Window

• We offer a standard 30-day return policy for all qualifying products across all brands.
• You have 30 calendar days from the date of confirmed carrier delivery to request a return authorization.
• Requests submitted after 30 calendar days from delivery cannot be accepted under standard change-of-mind return terms.

2. Return Eligibility & Product Condition

To qualify for a change-of-mind return and refund, all returned items must meet the following criteria:

• Unopened & Unused: The product must be brand-new, unused, uninstalled, and unwired.
• Original Factory Packaging: The item must be in its original factory packaging, including all inner foam, crating, pallets, manuals, hardware, and remote controls.
• Resalable Condition: Products that have been installed, modified, are missing original packaging, or show signs of installation cannot be returned.

3. Return Fees & Shipping Costs

For all change-of-mind returns:

• Return Freight Costs: The customer is responsible for all return shipping and freight charges. Freight shipments must be returned via a reputable palletized freight carrier with full insurance and tracking.
• 15% Restocking Fee: A mandatory 15% restocking fee will be deducted from your final refund total to cover administrative, warehouse inspection, and restocking procedures.
• Original Shipping Charges: Outbound shipping costs incurred on the original order are non-refundable.

4. Return Authorization (RMA) Process

Prior authorization is required for all returns. Shipments returned without an approved RMA number will be refused at the warehouse and returned to the sender at the customer’s expense.

How to request an RMA:

1. Contact Support: Email sales@modernfireplaceliving.com within 30 days of delivery with your order number, reason for return, and photos of the unopened item and packaging.
2. RMA Approval: Once verified, our team will issue a Return Merchandise Authorization (RMA) form along with the designated warehouse return address and instructions.
3. Dispatch: Package the item securely in its original box and on its original pallet, where applicable, and ship it within 10 business days of RMA issuance. Provide us with your carrier tracking number once dispatched.

5. Inspection & Refund Timeline

• Warehouse Inspection: Upon arrival at our fulfillment center, returned items undergo a comprehensive physical inspection, typically within 3–5 business days of delivery.
• Refund Processing: Once inspected and verified to be in original, unopened condition, your refund—minus the 15% restocking fee and return freight—will be processed to your original payment method.
• Financial Posting: Refunds typically post to your credit card or bank account within 3–7 business days, depending on your financial institution.

6. Damaged, Defective, or Incorrect Deliveries

If your shipment arrives damaged in transit, defective, or incorrect, you do not pay return fees or restocking fees.

• Freight Inspection: Inspect the outer packaging before signing the delivery driver’s receipt. If visible damage exists, write “Damaged upon delivery” on the carrier’s bill of lading.
• Immediate Notification: Report transportation damage or manufacturing defects to sales@modernfireplaceliving.com within 48 hours of delivery, with photos of the damaged outer packaging and product.
• Zero-Cost Resolution: Verified carrier damage or defective products will be repaired, replaced, or returned for 100% full credit at no cost to you.

7. Order Cancellations

• Cancellations Before Dispatch: Orders canceled before warehouse dispatch or tracking generation will receive a 100% full refund with no penalties.
• Cancellations in Transit: Once an item has been dispatched or picked up by a freight carrier, it cannot be canceled in transit. It will be handled as a standard 30-day return, subject to return freight and the 15% restocking fee.

8. Contact Information

For return authorization requests, shipping damage reports, or policy questions:

Store Name: Modern Fireplace Living
Legal Entity Name: Asteris Limited
Email: sales@modernfireplaceliving.com
Toll-Free Phone: (888) 460-7394
Physical Business Address: 564 Tuliptree Sq, Leesburg, VA 20176
Support Hours: Monday–Saturday, 9:00 AM–5:00 PM EST