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Return p
Iicy
You may return your purchase within 90 days of receipt. No refunds will be issued for incomplete
or unauthorized returns. All returned products must be 100% complete, adequately packaged in
original packaging and in resalable condition. Products that have been assembled or modified will not
be eligible for return. All items must be returned in their entirety, meaning all items included must be
returned togethe
No returns or e×changes on discontinued items. Please begin the return process by
仁
contacting the store or company where you bought your Real Flame
Replacement Parts
In the event that an item has been lost or damaged, either by the manufacturer or in shipping , you
may request a replacement. Replacement parts are not available for all units and only given at Real Flame
discretion. We will assess any damage and find a solution, which could include shipping you a replacement.
No replacements are available for discontinued items or repackaged (open bo×） products. Please
call Real Flame Customer Service at 1-800-654-1704 for replacement parts before returning the damaged
item. Please have the following information (which can be found in your instruction manual) ready
before you call Customer Service:
• Model number of item
• 4-8 digit part number
• Lot code number
• Shipping address
• A picture of the damaged item may be requested. Pictures should be sent to custserv@realflame.com.
。
Inc
rrect Order Received
If you received something other than what you ordered, please contact Real Flame Customer Service at
1-800-654-1704 within 48 hours of receiving the item.
Refer to www.realflame.com for our complete return guidelines and policies.
Please register your fireplace for recall notifications, proof of ownership and quality assurance at
https://www.realflame.com/registration.
Customer Service: 1-800-654-1704 in USA
Service
Real Flame
7800 Northwestern Ave.
Racine WI 53406
a
la clientele: 1-800-363-6443 in Canada
custserv@realflame.com
®
USA
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