Our Policies

Return Policy

To arrange a return please call: 1-800-845-0608

(Monday through Friday – 8:00 a.m. to 5 p.m. EST)

Items returned must be done within 15 days of the product’s delivery.
Please inspect your products thoroughly upon delivery. Maintain the original packaging until you have determined that the product is satisfactory. If a product arrives damaged, or with missing parts, please contact us immediately. Pictures of the damaged item may be required prior to determining a resolution. You must contact us within 3 days from the date of delivery to report damaged, missing or defective merchandise. After the three-day period, the product cannot be reported as damaged, defective, missing parts and/or returned for exchange or refund.

In the event that the freight item arrives damaged please thoroughly inspect the package for any external or internal damages while the driver is present. Once you have received and signed for the package, the shipping company and Hearth Stove and Patio are released from any responsibility for damage and all damage claims will be denied, so it is essential to inspect the package thoroughly.

When returning an item that was initially shipped freight, it is essential that the item be returned via freight shipping service. The packaging used for items that are shipped freight may not be sufficient for ground shipment handling. Items returned damaged will not receive a refund.

The product must be in new, unused condition and it must be returned in the original packaging.

Please note that made to order items, and custom made items are not eligible to return for any reason.

Return shipping cost is responsibility of the customer unless product is incorrect or damaged during shipping.
It is suggested that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
Please forward tracking information to Customer Service to assist in processing your return.

If we receive a product in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of said item we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If the item was received damaged you may file a claim with your shipping company.
If the item we received is used or damaged, you may choose to have the item disposed of or have the item returned to you at your expense.

Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment. Or we may choose to issue a refund check by mail.
Credits should be visible on your credit card statement within 3-5 business days (varies by credit card company).
Please allow 1-2 weeks after delivery of the returned item to inspect the return and for our Customer Service Department to process your refund.

If you attempt to return an item past 15 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
To arrange a return please call: 1-800-845-0608 (Monday through Friday – 8:00 a.m. to 5 p.m. EST)


Liability Limitation Statement:

www.hearthstoveandpatio.com as well as Southern Chimney Sweep LLC do not and shall not assume any liability whatsoever for use of, or defects which may be claimed in, any products sold or distributed by www.hearthstoveandpatio.com. With regard to communication with Hearth Stove and Patio’s technical sales staff, it is agreed and acknowledged that Hearth Stove and Patio’s technical sales staff is only provided to assist in the identification of the Products. Hearth, Stove and Patio.’s technical sales staff does not and shall not assume any responsibility or liability whatsoever relating to the installation or use of any products. The customer is advised to seek the assistance of a qualified licensed installer whom is NFI Certified to ensure the proper selection and installation of any of the products and compliance with local codes and ordinances. Hearth, Stove and Patio expressly disclaims and shall not be liable for any claims for damage, injury, cost or expense suffered or incurred as a result of or otherwise caused by the installation or use of any of the products. The customer shall indemnify, defend and hold harmless www.hearthstoveandpatio.com, Southern Chimney Sweep LLC and its employees, officers, directors, owners and agents, from and against any such claims for damage, injury, cost or expense suffered or incurred as a result of, caused by or otherwise related to the installation or use of the any products purchased by the customer.