Refund, Return, And Exchange Policy
Refund and Return Policy
Dreifuss Fireplaces and Dreifuss Garage Doors may allow returns within 5 days of delivery for stock items.
To be eligible for a refund on stock items, products must be new, unused, unassembled, and in resalable condition with the original packaging. Upon receipt, all returns will be inspected to confirm they meet these conditions before a refund is approved.
Refunds will exclude the original shipping cost, handling, installation costs, processing fees, and customers are responsible for return shipping unless the item is defective or damaged.
Refunds will exclude all labor costs, including site visits, travel costs, administrative costs, warehousing costs, and other associated costs with the original purchase.
Requesting a refund does not imply approval, a reduction in labor rates, or eliminate the possibility of additional labor fees to facilitate the return. Standard labor fees apply for any labor performed to facilitate a return.
Additionally, a 25% restocking fee applies to all returns for stock items.
To initiate a return, customers must contact Dreifuss directly before sending items back. Sending an item back does not guarantee a refund.
For items shipped via freight, a photo of the packaged item is required before it is shipped back.
Custom-built or special-order items are non-returnable and non-refundable.
Damaged or defective items must be reported within five days of delivery with detailed photos to process the return. For items damaged during shipping, claims must be made with the shipping carrier, and Dreifuss can assist customers with this process.
Refunds are typically processed within 7-10 business days after receiving and inspecting the returned item.
Online Store Refund and Return Policy
All orders placed through Dreifuss Fireplaces and Dreifuss Garage Doors online stores are custom-made and tailored specifically for each customer’s needs.
While some products may be pre-manufactured, each order requires significant additional work from our team. This includes matching parts, configuring components, engineering piping and fuel runs, selecting the right product, and handling other tasks that go beyond simply packing and shipping.
Given the size and weight of many of our products, specialized equipment and multiple personnel are often required for packing and shipping.
As such, all sales are final, and we do not offer refunds or exchanges for any online store purchases.
Please verify all order details before completing your purchase.
Exchange Policy
Exchanges on stock items may be allowed within 5 days of delivery.
Items must be new, unused, unassembled, and in resalable condition with the original packaging to qualify for an exchange. All returns for exchange will be inspected to confirm they meet these conditions before the exchange is approved.
Customers must contact Dreifuss directly before returning items. Sending an item back does not guarantee an exchange is possible.
For items shipped via freight, a photo of the packaged item is required before shipping it back.
Exchange credits will exclude all labor costs, including site visits, travel costs, administrative costs, warehousing costs, installation costs, and other associated costs with the original purchase.
Requesting an exchange does not reduce labor rates or eliminate the possibility of additional labor fees to facilitate the exchange. Standard labor fees apply for any labor performed to facilitate an exchange.
Customers are responsible for return shipping costs.
Custom-built or special-order items are generally non-exchangeable.
Report any damaged or defective items within five days of delivery, including detailed photos, to process the exchange. For items damaged during shipping, claims must be made with the shipping carrier, and Dreifuss can assist customers with this process.
Non-Delivery Issues
If an item is lost in transit or never delivered, customers should contact Dreifuss Fireplaces and Dreifuss Garage Doors within 10 business days of the expected delivery date. Dreifuss will work with the shipping carrier to locate the item and file any necessary claims. In the event the item cannot be located or recovered, a replacement will be arranged in accordance with shipping carrier policies.
Fluctuation in Shipping Costs
Shipping costs are subject to change between the date of order and the date of shipping. These fluctuations are beyond the control of Dreifuss Fireplaces and Dreifuss Garage Doors and may result in additional charges at the time of shipment.
If there is a significant increase in shipping costs, Dreifuss will notify customers before shipping the order. Customers will be responsible for covering any additional shipping fees that arise due to these fluctuations.
Please note that the original shipping estimate provided at the time of order is not guaranteed. We recommend contacting us closer to your shipping date for an updated estimate, if necessary.
Delivery Inspection and Damage Reporting
It is critical that you thoroughly inspect the packaging of all items upon delivery and ensure that you have received all boxes listed on the delivery receipt.
If you notice any damage or shortage of packages, you must:
- Make a note on the bill of lading and refuse delivery.
- Your note should clearly state: “refused due to damage“.
- Take pictures of the damaged packaging and the delivery receipt.
If no visible damage is present before opening the box, write “subject to further inspection may contain concealed damage” on the bill of lading.
By signing the freight delivery without making any notes, you accept the product as-is and release the seller and carrier from any liability regarding damages or missing items.
If you discover damage after receiving the delivery, do not dispose of the packaging. Contact us immediately and provide photos of all sides of the packaged goods.
Peak Season Notice
Dreifuss Fireplaces and Dreifuss Garage Doors experiences peak seasons when demand is particularly high, which can impact order processing, shipping times, and service availability.
- For Dreifuss Fireplaces, the peak season runs from September 1 to March 31.
- For Dreifuss Garage Doors, the peak season runs from April 1 to August 31.
During these periods, including holidays and extreme cold, our team is working diligently to accommodate every customer. However, our staff, manufacturers, and shipping carriers are often stretched thin due to overwhelming demand, which can lead to delays beyond our control.
Please note that these delays do not constitute a valid reason for requesting a refund or exchange. We encourage customers to place orders and schedule services as early as possible during peak times to avoid delays.
Summary
- Refunds on Stock Items: Returns may be allowed within 5 days of delivery for stock items. Items must be new, unused, unassembled, and in resalable condition with original packaging. Refunds exclude original shipping, handling, installation costs, labor costs, and processing fees. A 25% restocking fee applies. Custom-built or special-order items are non-returnable and non-refundable. Refunds must be pre-approved and are generally processed within 7-10 business days after the item is received and inspected.
- Online Store Purchases: All online store purchases are custom-made, involving significant labor such as matching parts, configuring components, and engineering. All sales are final with no refunds or exchanges. Customers must verify all details before completing their purchase.
- Exchanges on Stock Items: Exchanges are allowed within 5 days of delivery for stock items, which must be new, unused, unassembled, and in resalable condition. Customers are responsible for return shipping, and standard labor fees apply for any work related to the exchange. Custom-built or special-order items are non-exchangeable. Exchanges must be pre-approved and are processed after the returned item is received and inspected.
- Damaged or Defective Items: Must be reported within 5 days of delivery, including detailed photos. For items damaged during shipping, claims must be made with the shipping carrier. Dreifuss may assist with this process.
- Non-Delivery Issues: For lost or undelivered items, customers should contact Dreifuss within 10 business days of the expected delivery date to initiate a claim with the shipping carrier. A replacement may be arranged by the shipping carrier if the item cannot be located.
