Returns & Refunds

Effective Date: August 12, 2026
Last Updated: September 21, 2026

My Fireplace Doors LLC, operating MyFireplaceDoors.com (“My Fireplace Doors,” “we,” “us,” or “our”), wants customers to receive the right product the first time.

Fireplace products often depend on exact dimensions, finishes, mounting requirements, manufacturer specifications, and customer selections. For that reason, return eligibility varies depending on whether a product is standard merchandise, special order, custom fabricated, installed, damaged, or defective.

Quick guide:
Standard stocked merchandise may generally be returned within 30 days after delivery when it is new, unused, uninstalled, complete, and authorized for return.
MFD Verified Fitment: if My Fireplace Doors approves a fitment and the approved product does not fit because our fitment decision was wrong, MFD owns that fitment error and the matter is handled as an MFD responsibility, not as an ordinary customer return.
Independent Purchase: if you proceed without MFD Verified Fitment approval, you retain responsibility for identification, compatibility, measurements, configuration, site conditions, and fitment.
Custom, made-to-order, and special-order products: these generally become non-returnable and non-refundable once fabrication or special-order procurement begins, subject to the fitment, delay, defect, shipping-damage, and non-waivable legal rights described below.

Standard Products

Eligible standard products may generally be returned when:

The return is requested within 30 days after delivery
The product is new, unused, and uninstalled
The product has not been drilled, cut, painted, burned, modified, or otherwise altered
All original parts, hardware, manuals, accessories, and packaging are included
The product is in resalable condition
A return authorization has been issued before the product is shipped back

Do not return merchandise without authorization.

Unauthorized returns may be refused or returned to the sender.

Custom, Made-to-Order, and Special-Order Products

Products manufactured, cut, fabricated, finished, configured, or obtained specifically for a customer are generally non-returnable and non-refundable for ordinary change-of-mind, selection, or fitment reasons once production or special-order procurement has begun. This restriction does not eliminate MFD responsibility for an approved Verified Fitment error, a product manufactured materially contrary to the Approved Order, qualifying shipping damage, an applicable warranty, a shipment-delay cancellation right, or another right that cannot lawfully be waived.

This may include:

Custom fireplace doors
Made-to-measure products
Custom glass
Products manufactured to customer-supplied dimensions
Custom finishes or colors
Special configurations
Special-order products obtained specifically for your order
Products altered or configured at your request

These products often cannot reasonably be resold to another customer. For commissioned custom projects that require My Fireplace Doors to travel to the fireplace, the separately disclosed $1,000 pre-travel deposit is nonrefundable once paid, except where applicable law requires otherwise. That deposit covers the commitment of project time, planning, and travel preparation and is separate from any later merchandise-return analysis.

Before a custom or made-to-order product is released for fabrication, the customer must approve the applicable order specifications.

Custom Order Approval

For measurement-dependent or custom products, an Approved Order means the written specification record that identifies the material terms of the product to be manufactured.

When an order uses MFD Verified Fitment, the Approved Order includes the locked transaction snapshot of the measurement version, photographs, fireplace identity, product, configuration, conditions, and customer authorization recognized when the order was placed. The customer’s editable fireplace profile remains a separate working file.

A later change to the working profile does not retroactively change the Approved Order and is not, by itself, grounds for a refund or return. MFD remains responsible for an MFD fitment error determined from the locked evidence and approval associated with the transaction.

Depending on the product, the Approved Order may include:

Width and height
Opening dimensions
Fireplace type
Manufacturer or model
Frame dimensions
Mounting configuration
Door style
Glass selection
Mesh selection
Finish
Handles
Hardware
Options and accessories
Other customer-specific specifications

We will provide the specifications electronically or in another written form for customer review.

Unless the customer expressly requests earlier release to production, the customer will be given at least two business days to review the specifications when a separate approval document is required.

Fabrication does not begin based solely on silence. The customer must affirmatively approve the specifications in writing or through the applicable electronic approval process.

Once the Approved Order has been released to production, changes, cancellations, returns, and refunds may no longer be available.

Custom-Order Acknowledgment

Custom, made-to-order, and other non-returnable products may require the customer to affirmatively acknowledge the applicable return restrictions during checkout, quotation acceptance, order approval, or another electronic ordering step.

That acknowledgment may include confirmation substantially similar to:

“I understand that this product is being made or ordered specifically for me and may become non-returnable and non-refundable once fabrication or special-order processing begins.”

The date and time of that acknowledgment may be retained with the order record.

Fitment Responsibility: Verified Fitment vs. Independent Purchase

Fitment-sensitive fireplace door purchases follow one of two responsibility paths. Under MFD Verified Fitment, the customer provides the information MFD requests and MFD issues an affirmative written approval only when the record is sufficient for a confident fitment decision. Under Independent Purchase, the customer proceeds without MFD approval and retains responsibility for identification, compatibility, measurements, configuration, site conditions, and fitment.

When MFD issues Verified Fitment approval and the approved product does not fit because the MFD fitment decision was wrong, the issue is handled under our Verified Fitment Policy as an MFD responsibility rather than an ordinary return. MFD will provide an appropriate remedy based on the circumstances, which may include correction, replacement, or refund, and an MFD fitment error will not be subject to a customer restocking fee. When a customer proceeds through the Independent Purchase path, ordinary return rights still apply to otherwise returnable standard merchandise, but a fitment mismatch does not create a return right for a custom, made-to-order, special-order, final-sale, installed, modified, or otherwise non-returnable product.

A custom product that is correctly manufactured to the dimensions, configuration, finish, and other specifications contained in the Approved Order is not defective or incorrectly fulfilled merely because:

Customer-supplied measurements were incorrect
The product does not fit an opening that was measured incorrectly
The fireplace was incorrectly identified
The customer approved an incorrect specification
Site conditions differ from the information supplied to us

Review measurements carefully before approving fabrication.

If My Fireplace Doors or the manufacturer produces a product that materially differs from the Approved Order, contact us promptly so the issue can be reviewed and corrected.

Installed, Used, or Modified Products

Products that have been installed, burned, drilled, cut, painted, modified, damaged, or otherwise altered after delivery are generally not eligible for ordinary return. Opened or used consumable, coating, restoration, or surface-treatment products, including Iron Mate™, are also generally not eligible for ordinary return once opened or used, except for a verified defect, shipping damage, fulfillment error, or another right that cannot lawfully be waived. Do not ship a coating or restoration product back until MFD provides return instructions because carrier handling requirements may apply.

Inspect the product and confirm that it is correct before installation.

Installation may prevent us or the manufacturer from determining whether damage or another condition existed before installation and may affect return or warranty eligibility.

Return Authorization

To request a return, contact us and provide:

Your order number
The product you wish to return
The reason for the return
Photographs when the product has been opened or when damage, defect, or fulfillment error is alleged

If the return is approved, we will issue return instructions or a Return Merchandise Authorization (“RMA”) when applicable.

An authorized return must be shipped within 14 calendar days after authorization unless we agree otherwise in writing.

The customer should provide tracking information when available.

An authorization may expire if the product is not shipped within that period.

Return Shipping

Unless the return results from our fulfillment error, qualifying shipping damage, or another circumstance for which we or the applicable seller are responsible, the customer is responsible for return shipping.

For large, fragile, oversized, or freight-shipped products, return transportation can be substantial.

Original shipping, freight, residential-service, liftgate, expedited-shipping, and other delivery charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

Restocking Fees

Some eligible returned products are subject to a restocking fee.

When a restocking fee applies, it will not exceed 25% of the product purchase price.

Where reasonably known before purchase, an applicable restocking fee or return restriction will be disclosed on the product page, quotation, order documentation, or other pre-purchase information.

A restocking fee will not be imposed merely because a customer reports legitimate shipping damage, a verified defect, or an error for which we are responsible.

Condition of Returned Merchandise

Returned products must be packaged appropriately for transportation.

Customers should use the original packaging whenever reasonably possible.

A refund may be reduced or denied when a returned product:

Is damaged after delivery
Is inadequately packaged for return shipping
Is missing components
Is missing hardware or accessories
Has been installed or modified
Is materially different from the condition in which it was delivered
Cannot reasonably be resold because of customer-caused damage

We will distinguish ordinary package opening and reasonable inspection from actual damage or use.

Visible Shipping Damage

Visible freight damage should be documented at the time of delivery.

Before signing a freight delivery receipt:

Inspect the shipment
Photograph visible damage
Describe visible damage on the carrier’s delivery receipt
Retain a copy or photograph of the receipt

Shipping damage is governed by our Shipping & Delivery Policy and is not treated as an ordinary customer return.

Concealed Shipping Damage

If damage was not visible at delivery but is discovered after the product is unpacked, notify us within five business days after delivery.

Keep:

The product
Cartons
Crates
Pallets
Interior packing materials
Shipping labels
Delivery documentation

Provide photographs of the product, damage, packaging, and shipping labels.

Do not install, alter, repair, or discard the damaged product or packaging before receiving instructions unless immediate action is necessary for safety or to prevent additional damage.

Carrier and manufacturer claim periods can be strict. Failure to report concealed damage within the stated period may limit the remedies available to us or to you, subject to rights that cannot legally be waived.

Missing or Incorrect Items

Report an apparent missing item, incorrect product, incorrect finish, incorrect quantity, or fulfillment error within 48 hours after delivery when reasonably possible.

Provide:

Your order number
A description of the issue
Photographs of what was received
Photographs of packaging and shipping labels when relevant

Some orders ship in multiple packages or from multiple locations. We may first verify whether another shipment is still in transit.

Manufacturer-Direct and Dropship Products

Some products sold through My Fireplace Doors are shipped directly by a manufacturer, distributor, or fulfillment partner.

Returns involving these products may also be subject to the manufacturer’s or distributor’s applicable return procedures.

We will coordinate the return when appropriate.

However, authorization, replacement, repair, credit, or other remedies may depend on the applicable manufacturer’s policies, provided those policies were properly incorporated into the transaction and are consistent with applicable law.

Defective Products

If a product appears to have a manufacturing defect, contact us with:

Your order number
A description of the problem
Photographs
Model or serial information when applicable

A defect claim is not automatically treated as an ordinary return.

Depending on the product and applicable warranty, the appropriate remedy may include:

Troubleshooting
Replacement hardware
Replacement components
Repair
Replacement
Another remedy provided by the applicable warranty

Manufacturer Warranties

Many products sold by My Fireplace Doors are covered by warranties issued by their manufacturers.

Unless My Fireplace Doors expressly provides a separate written warranty for a particular product, the manufacturer’s warranty is the manufacturer’s warranty obligation, not a separate warranty issued by My Fireplace Doors.

We will reasonably assist customers in identifying and pursuing the appropriate manufacturer warranty process for products purchased through us.

Where a written manufacturer warranty applies and is supplied to us, applicable warranty information should be made available before purchase through the product page, linked warranty information, order documentation, or another appropriate method.

Warranty claims are also governed by our Warranty Information page.

Incorrectly Manufactured Custom Products

If a custom or made-to-order product materially differs from the Approved Order, contact us before installation.

Provide photographs and measurements showing the discrepancy.

If we confirm that the product was manufactured incorrectly, the appropriate remedy may be:

Correction
Replacement components
Remanufacture
Replacement
Refund when another reasonable remedy is unavailable or required by law

The appropriate remedy will depend on the product, manufacturer, nature of the error, and applicable law.

Order Cancellations and Production Delays

Standard merchandise may often be cancelled before fulfillment begins. Custom, made-to-order, and special-order merchandise follows the cancellation restrictions below, but shipment-delay rights are separate from ordinary return rights. When an order carries a stated shipment or production period and we learn that it cannot ship within that period, we will provide the delay notice, cancellation option, request for delay consent, and prompt refund required by applicable law. For custom fireplace-door orders carrying an approximately 90-day production period, if the order has not shipped by that point, MFD will contact the customer with the current status and available options. If the customer lawfully cancels an unshipped delayed order and receives a refund, the unshipped door remains with MFD, the manufacturer, or the fulfillment party and may be retained, resold, or otherwise disposed of; a refund does not entitle the customer to both the merchandise and the refunded purchase price.

Custom, made-to-order, and special-order products may become non-cancellable once:

Materials have been ordered
The manufacturer has accepted the order
Special-order procurement has begun
Fabrication has begun
The product has been completed
The product has shipped

If costs have already been incurred specifically for your order, those amounts may be non-refundable where disclosed and permitted by law.

Refused Shipments

Refusing delivery does not automatically cancel an order or create a right to a refund.

An undamaged shipment refused without authorization may be treated as a customer return.

Any refund may be reduced by applicable:

Original shipping charges
Return freight
Residential or liftgate charges
Storage fees
Redelivery charges
Carrier fees
Restocking fees

Custom, made-to-order, and non-returnable products do not become returnable merely because delivery is refused.

Undeliverable Shipments

Customers are responsible for providing an accurate and deliverable shipping address.

If an order is returned because of:

An incorrect customer-supplied address
An unavailable recipient
Refusal without valid authorization
Repeated failed delivery attempts
Failure to arrange required freight delivery

reasonable carrier charges, storage, return freight, and redelivery expenses may be deducted from any otherwise available refund.

Final-Sale Merchandise

Products identified before purchase as Final Sale, clearance, discontinued, custom, made-to-order, or otherwise non-returnable are not eligible for ordinary return.

Final-sale status does not eliminate rights relating to verified shipping damage, fulfillment errors, applicable warranties, or consumer rights that cannot legally be waived.

Refund Processing

After an authorized return is delivered to the designated return location, we will inspect it.

For an approved ordinary merchandise return, the refund will generally be initiated within 10 business days after receipt and inspection. Refunds required because an unshipped order is cancelled under an applicable shipment-delay rule will be issued within the shorter timetable required by that law.

Refunds are normally issued to the original payment method.

After we initiate the refund, your bank, card issuer, financing provider, or payment processor may require additional time to post the credit to your account.

An approved refund may be reduced by properly disclosed and applicable:

Restocking fees
Original non-refundable shipping charges
Return shipping
Freight or carrier charges
Missing components
Customer-caused damage
Other charges authorized by this policy and applicable law

We will not deduct charges unrelated to the returned order.

Payment Disputes and Chargebacks

If you believe an order, refund, delivery, or product has been handled incorrectly, contact us before initiating a payment dispute whenever reasonably possible.

We will make a reasonable effort to investigate and resolve legitimate problems directly.

Initiating a chargeback or payment dispute does not by itself:

Cancel an order
Convert a custom product into a returnable product
Alter an Approved Order
Create a right to a refund that did not otherwise exist

When responding to a payment dispute, we may provide the payment processor or financial institution with relevant transaction records, including:

Order information
Delivery confirmation
Tracking records
Customer communications
Custom-order specifications
Approval records
Return-policy acknowledgments
Photographs
Other records reasonably relevant to the dispute

Nothing in this section limits a customer’s lawful right to dispute an unauthorized or legitimately contested transaction.

Before You Order

Fireplace products are not universally interchangeable.

If you are uncertain about:

Measurements
Fireplace type
Manufacturer or model
Compatibility
Finish
Mounting method
Return eligibility
Custom-order requirements
Warranty coverage

Our goal is not simply to process the transaction. It is to help you buy the right product for your fireplace before a return becomes necessary.

Contact My Fireplace Doors

For returns, refunds, cancellations, incorrect orders, or product concerns:

My Fireplace Doors LLC
MyFireplaceDoors.com

Email: Vice@MyFireplaceDoors.com
Phone: (405) 981-7474

For an existing purchase, include your order number whenever possible.