Return & Refund Policy

Flameline hopes you love your new electric fireplace, but we also want you to be completely satisfied. If you're not entirely happy with your purchase, you can return it within 30 days. Any product purchased through Flameline will adhere to our return policy. Details are as follows:

Returns

We have a 30-day return policy. To qualify for a return, your item must be in the same condition as you received it, unworn, and with tags. You will also need to provide a receipt or proof of purchase.

To initiate a return, you can first contact us through customer service or email at info@luxstarhomeproducts.com. Please note that returns must be initiated through customer service. If your return request is accepted, we will send you a return shipping label (included in the package, free of charge). You can affix the label to the box and then arrange for pickup with the courier. Items returned without prior authorization will not be accepted.

Damages and Issues

During transit, packages may encounter damage, resulting in product damage. Please inspect your order upon receipt, and if items are defective, damaged, or if you receive the wrong item, contact us immediately so we can assist you.

Exceptions / Non-returnable items

  • We only accept returns for items purchased directly through our website. If you purchased through an authorized dealer, please contact them directly.

  • We do not accept returns for gift cards.

Fees

  • Return Method: By mail

  • Return Label: Included in the package, free of charge

  • Restocking Fee: 15% of the product price will be deducted as a restocking fee

  • Refund Processing Time: Once the returned item is received and inspected, refunds will be processed within 10 business days. Please note that your bank or credit card company may also require additional time to process and post the refund. If more than 15 business days have passed after we approve your return, please contact us at info@luxstarhomeproducts.com