Refund policy

1. Change of Mind, Cancellation, Refused Delivery, or “I Don’t Want It Anymore”

This scenario covers any return or cancellation that is not caused by a product defect, shipping damage, or missing parts — including cancelling an order, refusing a delivery, or returning an item after you've received it simply because you changed your mind. These situations are subject to the terms, fees, and shipping deductions described below.

a) Order cancellation before confirmation

An order may be cancelled without a cancellation or restocking fee only before Smokey Mountain Fireplaces has confirmed the order and accepted the funds for that order.

When an order is placed, payment may be authorized or funds may be held while we confirm the order with the manufacturer, supplier, or shipping provider. A payment authorization or temporary hold does not, by itself, mean that the order has been confirmed or that the funds have been accepted.

If you request cancellation before the order has been confirmed and the funds have been accepted, we will cancel the order and release or refund the applicable funds without a cancellation or restocking fee. Must call and discuss with a Smokey Mountain Associate, because a lot of orders ship well before we have tracking. Packing and assembling your product counts as shipping because that process is a costly, if the order is in process of being packed, assembled then that falls under the item being shipped already. If a customer needs to cancel and gets a hold of us before the order is confirmed and payment captured then we should be good to cancel without fees.  Cancelled after capture but item is not pulled, packed or shipped then just a 6% fee. If the item has been pulled, packed or shipped then we have to do a 25% restock fee. Custom Items that are ordered cannot be returned at any time, this goes for all Malm, Modfire, Don Bar and more. 

Once the order has been confirmed and the funds have been accepted, the order is considered committed. Any subsequent cancellation due to a change of mind, refusal of delivery, or decision that you no longer want the product will be subject to the fees described below.

b) Cancellation after order confirmation

Once an order has been confirmed and the funds have been accepted, a customer-requested cancellation is subject to a 6% cancellation fee plus a 25% restocking fee.

If the order has already shipped, the customer is also responsible for all actual outbound and return shipping and handling costs. These costs may be substantial for freight shipments and will be deducted from the refund.

If the order has not yet shipped but has already been confirmed and the funds accepted, the 6% cancellation fee and 25% restocking fee still apply.

c) You receive the item and decide to return it

You may return an item only if all of the following requirements are met:

1. The item is unopened, unused, uninstalled, and still in its original packaging.

2. You contact us within 5 calendar days of the delivery date to request a Return Merchandise Authorization (RMA) number.

3. You wait to receive your RMA number and return instructions from us before shipping anything back.

Returns that arrive without a valid RMA number, or that don't meet all three requirements above, will be refused at delivery and sent back to you at your expense — no refund will be issued.

If all three requirements are met, you'll choose one of the following (we'll confirm by phone or email before your return ships):

• Store credit: the full purchase price, less our actual outbound and return shipping/handling cost, issued as store credit; or

• Cash refund: the purchase price, less a 25% restocking fee and our actual outbound and return shipping/handling cost, refunded to your original payment method.

You are responsible for return shipping to send the item back to us. Because most of our products ship freight, actual shipping/handling costs can be significant, typically $600 or more, and will be confirmed with you before your return is processed.

d) You refuse the delivery and it's sent back to us

Refusing delivery is treated as a customer-requested return and is subject to the same 25% restocking fee and actual outbound and return shipping/handling costs described in subsection (c).

If the item was damaged in transit, do not refuse delivery solely because of the damage unless instructed to do so by Smokey Mountain Fireplaces. Instead, follow Scenario 3 — Shipping Damage so that the appropriate shipping insurance claim can be filed.