Return Policy

At Belle Flame, we strive for your complete satisfaction with every purchase. We can cancel your order at absolutely no cost to you before the shipping label or Bill of Lading has been created, or before production of a custom order has started.You can return all non-custom made items within 30 days of delivery, except when noted otherwise on their product page. To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in perfect resellable condition. The cost of shipping the product both ways (to the customer, and back to the warehouse) and a 25% restocking fee will be deducted from the refund. Orders delivered outside the United States are not eligible for refunds. Custom made items are not eligible for cancellations or returns after production has started. Please note that items that have been used or modified cannot be returned.

The following items may not be returned:

Certain items are excluded from our Free Returns Policy. These include:

  1. Products eligible for parts under manufacturer warranty.
  2. Used or modified items.
  3. Items lacking original packaging, including shipping pallet if applicable.
  4. Special Ordered Items
  5. Items shipped to Canada.
  6. Missed Delivery Appointments are subject to our Standard Return Policy.

Return Process:

To initiate a return, kindly submit your request in writing via email to returns@belleflame.com. Upon approval, we will provide you with a prepaid shipping label and detailed instructions on how to return the item to us.

Standard Return Policy:

For Missed Delivery Appointments or items not eligible for Free Returns, a Standard Return Policy applies. In such cases, a refund will be issued to your original payment method, minus inbound and outbound shipping fees, along with any associated charges (e.g., missed delivery or storage fees, restocking fees, etc.).

Refunds:

Refunds will be credited back to the original method of payment once we have received and processed the eligible return. Please allow up to 10 business days for your bank to reflect the credit after the refund has been issued.

If refunding to the original method of payment is not feasible, Belle Flame will issue store credit for the refund amount, which can be utilized for future purchases on belleflame.com.

Cancellation:

In-Stock Items:

You can cancel your order free of charge within 24 hours of placing the order, provided the order has not been physically shipped.

Pre-Ordered & Backordered Items:

Cancellation is permissible until the day the new inventory arrives at the warehouse. However, once the order enters the shipping queue, cancelled orders will follow our standard return procedure.

Made-to-Order Items:

Cancellation of Made-to-Order items is only feasible within 24 hours of purchase. These items are specially ordered and produced individually upon order placement, and cancellation is not possible once processing begins.

All Items:

Once your order has been shipped, our standard return procedure applies. Refunds are exclusively issued to the original credit card used for the purchase.

To request a cancellation, kindly email us at sales@belleflame.com.

Damages:

In the rare event that an item you've ordered arrives damaged, you have the option to return it for a replacement or a full refund, provided you report the issue within 48 hours of delivery and note the damage on the freight delivery receipt. You will not incur any shipping costs for returning or replacing the damaged item.

Reporting Damage:

To report damage, please take clear pictures of both the damaged item and the box, ensuring the shipping label is visible, and email them to sales@belleflame.com within 48 hours of delivery.

Important Instructions for Freight Deliveries:

We strongly advise inspecting the packaging and taking photographs before accepting the item from the carrier.

Before the delivery agent departs, it is crucial to make a note on the delivery receipt of any packaging irregularities, such as torn shrink wrap, dents or tears in the packaging, or damage to the pallet. DO NOT SIGN the delivery slip until you have inspected the items.

  • If the item is damaged, write "refused due to damage." on the delivery receipt, then sign.
  • If you are unable to thoroughly inspect the box before signing, write "Subject to further inspection may contain concealed damage" on the delivery receipt, then sign.

Please promptly report any damages or concerns to sales@belleflame.com within 48 hours of delivery.

Important Information Regarding Freight Forwarders:

If you choose to use your own freight forwarder for shipping an item or export it outside the United States yourself or through another carrier, Belle Flame will not be liable for providing replacements or refunds for any damaged or defective items. Belle Flame should not be listed on any export documentation.

Belle Flame will not be held responsible for the costs of repairs or replacements of damaged items if there is no notation of damage on the freight delivery receipt OR if the damage is reported more than 48 hours after delivery.

Warranty Information:

All products sold by Belle Flame are covered by a Manufacturer Warranty. For detailed information regarding your item's warranty coverage, please consult your product manual.

Defective Item Procedure:

In the unlikely event that you receive a defective item, the following general guidelines outline the steps we take and what you can expect:

  1. We will assist you in initiating the warranty process and will submit a warranty claim with the manufacturer on your behalf.
  2. Manufacturers typically require basic troubleshooting to aid in diagnosing and proposing a resolution. If necessary, we may recommend direct communication with the manufacturer for proper support, especially when you have access to the product, such as in the case of a fireplace.
  3. The manufacturer will repair or replace defective products or parts at their discretion, as determined by their specific policy.
  4. If a replacement unit/part is approved by the manufacturer, we will continue to support you throughout the warranty process until your replacement unit/part is fulfilled. Additionally, we will coordinate and provide a prepaid shipping label for the return of the defective unit/part to the manufacturer.

Please Note:

Defective products are not subject to our standard Return Policy. Instead, they fall under the manufacturer's warranty coverage. Our role as your dealer is to provide support throughout the warranty process. The processing time for warranty claims may vary depending on seasonal factors and the availability of parts. Belle Flame is not responsible for sending replacement units or reimbursing labor costs or project delays resulting from the receipt of defective goods.