At HearthHome, we’re committed to ensuring your complete satisfaction with our premium heating and outdoor living products. Just as we carefully craft our fireplaces, stoves, and grills to bring warmth to your home, we’ve designed a straightforward returns process to give you peace of mind with every purchase.

Quick Summary: We accept returns and exchanges within 15 days of delivery. Products must be in original condition with all packaging and accessories. Some items cannot be returned for safety and hygiene reasons (see section below).

Our Return & Exchange Process

Step 1: Review Eligibility

Before initiating a return, please ensure:

  • You’re within the 15-day return window from your delivery date
  • The item is in its original condition, unused, and with all tags attached
  • You have the original packaging and all included accessories
  • You have your order confirmation or receipt

Step 2: Submit Your Return Request

Contact our customer service team at [email protected] with the following information. You can use the template below to ensure you include all necessary details:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear HearthHome Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Order Date: [Date of Purchase] Product(s) to Return: [Product Name(s) and SKU if available] Reason for Return: [Please provide details] I confirm that: – The product(s) are in original condition – All packaging and accessories are included – The return is within 15 days of delivery I prefer: [Refund to original payment method / Exchange for (specify product)] My shipping address: [Your Name] [Street Address] [City, State, ZIP Code] [Country] Please let me know the next steps. Thank you, [Your Name] [Your Email Address] [Your Phone Number (optional)]

Step 3: Receive Return Authorization

Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Please do not ship items back without this authorization.

Step 4: Ship Your Return

Package the item securely in its original packaging and include all accessories. Affix the return label we provide (if applicable) or ship to:

HearthHome Returns
1767 Willison Street
San Diego, CA 92123
United States

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.

Step 5: Processing & Refund

Once we receive and inspect your return:

  • We’ll process your refund within 3-5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You should see the refund in your account within 7-10 business days, depending on your financial institution

Exchange Process

For exchanges, follow the same process as above, specifying your desired exchange product. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged unless defective:

  • Electric Fireplaces – Once installed and used
  • Gas Fireplaces & Gas Logs – If the gas line connection has been attempted
  • Wood Burning Fireplaces & Stoves – With any signs of use or fire residue
  • Fireplace Accessories – That show wear or have been used with fire
  • Custom or Special Order Items
  • Clearance or Final Sale Items

Defective or Damaged Items

If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order details. We’ll arrange a replacement at no additional cost.

International Returns

For customers outside the United States (excluding Asia and select remote areas as noted in our shipping policy), return shipping costs are the customer’s responsibility. Customs fees and import duties are non-refundable.

Need Help? Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.

Thank you for choosing HearthHome to bring warmth and comfort to your living spaces. We appreciate your business and are committed to ensuring your complete satisfaction.

Warm regards,
The HearthHome Team