Returns, Refunds and Exchanges Policy
How to Return an Item
To be eligible for a return, items must be in their original, unused condition, unless there is a manufacturer defect. Returns must be made within 30 days of the purchase date. A 15% restocking fee will be deducted from your refund. Please note that customized products or amendments to orders are not eligible for return. The cost of returning items is the responsibility of the purchaser.
Steps to Request a Return:
Email us at sydneyfireplacestudio@outlook.com to request a refund. We will provide you with a tracking number for your return.
Due to the size and fragility of our products, all returns must be shipped via our nominated freight forwarder to:
Sydney Fireplace Studio
Returns Department
Tracking #: ____________
Unit 17 / 108 Dunning Avenue
Rosebery, NSW 2018
3. Include a signed letter in your package stating the reason for your return, along with the original receipt
Return Exceptions
Items that are damaged, marked, used, or altered cannot be returned or exchanged.
Restocking Fee
A 15% restocking fee applies to all returned items and will be deducted from your refund. Please note that original shipping and handling fees are non-refundable.
Payment Policy
Accepted Methods of Payment
E-Way Credit Card (Visa, MasterCard, American Express)
Credit Card Charges
Your credit card will be charged at the time of order. If we are unable to fulfill your order for any reason, your credit card will be refunded in full.