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Warranty & Return Policies
Warranty
Real Flame® Company warrants Real Flame gas fireplaces and accessories to be free from defects
in parts under normal use and service for a period of 1 year from the date of purchase and
defective from finish issues for a period of 2 years from the date of purchase. In the event of such
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. 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 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 custserv@realflame.com
Incorrect Order Received
If you received something other than what you ordered, please contact Real Flame Customer
Service at 800-654-1704 within 48 hours of receiving the item.
Please refer to www.Realflame.com for our complete return guidelines and policies.
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
Real Flame®
7800 Northwestern Ave.
Racine, WI 53406
custserv@realflame.com
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