We want every KindleStone piece to stay where it's set. If something isn't right, here is how returns work for orders placed directly with us. Orders placed through a dealer are handled by that dealer.
Return window
Uninstalled items in their original crating may be returned within 30 days of delivery.
Items that can't be returned
- Products that have been installed, mortared, fired or modified.
- Custom-cut or made-to-order stone.
- Clearance or final-sale items.
How to request a return
Email sales@kindlestonefireplaces.com with your order number and the reason for return. We'll send a return authorisation and freight instructions. Returns sent without authorisation can't be accepted.
Restocking and freight
Approved returns carry a 15% restocking fee. Return freight is paid by the customer unless the item arrived damaged or incorrect.
Damaged or incorrect items
Report damage within 48 hours of delivery (see the Shipping Policy). We'll replace or refund at no cost to you.
Refunds
Refunds are issued to the original payment method within 10 business days of the return being received and inspected.