Online Gas Log Return Policy
All our gas log products come with free shipping and a 30 day return policy. If the gas logs have not been used or installed, and are still in new condition, you can ship the logs back for a full refund minus a 10% restocking fee. In the rare case that there is some damage to the product upon receipt, please call our manufacturer, RH Peterson, at 1-800-332-3973 to file a warranty claim or possibly a claim with the freight company if there is obvious damage to the boxes.
Please thoroughly inspect your products immediately upon delivery. Maintain the original packaging until you have determined that the product is satisfactory. In the rare occurrence that a product arrives damaged, or with missing parts, please contact us immediately at firstname.lastname@example.org. At times, pictures of the damaged item may be required prior to determining a resolution.
If you need to return or exchange an item, you may do so within 30 days of the product's delivery. The product must be in new, unused condition, returned in the original packaging. If any attempt to install the product has been made, the product is considered used and is not returnable.
Shipping the product
It is the customer’s responsibility to return the product to the correct address in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. Please email tracking information to us to assist in processing your return.
If you attempt to return an item without contacting us, past 30 days, or in unacceptable condition, the item will be refused or shipped back to you at your cost. In the event that the product is received 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 is received used you may choose to have the item returned to you at your expense.
Receiving a refund
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. Please allow 1-2 weeks after delivery of the returned item to inspect the return and for our distributor to process your refund. The credit should be visible on your credit card statement within 3-5 business days (varies by credit card company).