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Frequently Asked ???

 

FireLogs Warranty Policy

FireLogs will handle your warranty claim with the manufacturer on products purchased through us.  Please be aware that the warranty policy varies by manufacturer.  Any items returned without the proper paperwork may not be properly credited to your account.

If you are experiencing technical problems with your purchase, first E-mail our Technical Department at Technical@FireLogs.com to see if the problem may be corrected at your location.

Vent free burners MUST have the metal plates attached to be covered by warranty.  No plates, no warranty.

FireLogs can swap your defective product one of two ways.  The preferred way is to bill your credit card for the second item and immediately ship you the replacement.  When you get the new item, swap it out and put the old one in the box and email us for a UPS pickup to return.  We will credit your card upon the return of the defective.  The second way is for us to issue a UPS pickup on your defective item (you will need to provide packaging) and return it to us, once received, we will send a replacement at no charge. 

The manufacturers warranty does not include freight or labor charges.  FireLogs will pay the freight both ways on warranties within 60 days of invoice.  Between 61 and 90 days, FireLogs will pay the freight one way.  After 91 days, the customer is responsible for the freight both ways.

After you have E-mailed technical support and it has been deemed that your product must be returned for repair or replacement, please email for your Request Return Authorization Number.

The package must be marked with the Return Goods Authorization (RGA) number emailed to you.  Any return received without an approved FireLogs RGA number will result in delay of credit.

FireLogs must receive returns within 20 days of issuance of the RGA number.  Returns received outside this time frame may result in a delay of credit.  All accessory items, included with the product must be included in return.  Items not included are subject to a missing item charge.

 

If the "Request Return Authorization Number" link does not work for you.  Please send the following in an email.

Email to: Returns@FireLogs.com

Subject: Return Authorization Number Request

Body of email:        

Preferred Option: We bill your credit card for the second item and immediately  ship you the replacement.

Option Two: Return it to us, once received, we will send a replacement at no charge.

Please choose: Preferred Option or Option Two.

Name as it appears on invoice:

Invoice number:

Invoice Date:

Product Item Number(s) to be returned:

Reason for return:

 

Print and cut out the following return label, fill it out completely, and tape it to the outside of each package:

UPS Pick Up

Please return to:  www.FireLogs.com
                                  416 South 28th Street
                                  Birmingham, AL  35233
 

Customer Name:_______________________________________  

FireLogs Account Number:_______________________________

FireLogs Invoice Number:______________

Purchase Date:___/___/___.   

FireLogs RGA Number:_________

 

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Last modified: August 13, 2014