The following terms and conditions apply for the use of Ethanol Fireplaces™ and outline the legal responsibilities between you and Ethanol Fireplaces™. By placing an order on our online shop you confirm that you have read, understood and agreed to these terms and conditions. Please, do not hesitate to contact us if you have any questions in relation to the following.
All in stock orders will be shipped within 24-48 business hours with the exception of holidays and weekends. Please note, free shipping only applies to the 48 continental states of America. All international orders must be placed using "international checkout." Additionally, fuel can only be shipped to 48 continental states and Canada.
If an order has been placed and it is not yet shipped, you are able to cancel for a full refund. If tracking is generated, this means your product has been loaded in the freight carrier's container and it is no longer cancelable. However, you may return your order under our standard buyer remorse return policy.
Our aim is that you are satisfied with everything you purchase from our online store. If this is not the case you can return your product, within 14 days of the delivery date. The product must be in its original packaging, unused, not damaged and you will receive a full refund less a 30% restocking fee and actual shipping charges. We do not cover the return transportation costs, nor carry responsibility for the return shipping of the product. Should the product arrive damaged at our premises we will take pictures and provide them to you to file a damage claim with your chosen carrier of return.
If you receive a faulty, damaged, or incorrect product and the defect of the product was not caused by you, such as improper handling of the shipper, temperature or weather conditions we will arrange a suitable solution depending on each specific case circumstances.
Please note, fuel is a non-returnable product.
Upon delivery, if the packaging box is damaged, you should accept the delivery, notate that the product arrived damaged and take pictures of the damaged packaging before unpacking the product.
If you refuse the delivery at the door we will apply a return fee to your customer account. In case you wish a new delivery after refusing the first delivery attempt, you need to pay the delivery cost in advance.
In the unfortunate event that the product is also damaged after removing the packaging you need to take a good quality picture of the damage on the item. Then email our customer service with your order number, short description of the issue and pictures of both the damaged packaging and damaged item.
Follow the same procedure if the packaging is fine, but the product is damaged, or if you have received a different variation from what you have ordered.
In case you refuse or miss our attempted delivery at the door, the delivery and return cost will be deducted from a potential refund request. If you decide to cancel your delivery once the goods have been dispatched from the warehouse a charge will be applied.
We accept all major credit card including VISA, Master Card, Discover and American Express. You may also pay via Paypal. Order(s) will not be released until payment has been cleared.
We are an authorized dealer for all products we sell. Every product we offer carriers a 1 year manufacturer's warranty against any manufacturing defects. Please note; the warranty does not cover general wear and tear or altered products.
Ethanol Fireplaces™ respects the privacy rights of its online visitors and recognizes the importance of protecting information provided from them compliant to the guidelines of the Data Protection Act (1988). We do not distribute or use any private information beyond a standard sale and confirmation of an order.
The content of the website and its related pages including text, images, logos and other materials are the copyright trademark and registered trademark of Ethanol Fireplaces™ LLC.