You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please note that clearance items, sale items and custom items are not eligible for return or exchange for any reason.
All returns or exchanges must be arranged with Cornerstone Mantels & Fire in advance and you will need to login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. Upon approval, our customer service department will issue a Return Authorization (RA) number and send it to you via email with shipping instructions. (Returns that are sent to the incorrect loacation will be refused, shipped back at the customer’s expense, or assessed a restocking fee to cover administrative costs, shipping costs, and restocking fees for which we may be subject.)
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
The following terms and conditions apply to all returns:
1. The product must be in new, unused condition and must be returned in the original packaging.
2. Clearance Items, sale items and custom items aer not eligible for return or exchange for any reason.
3. It is the responsibility of the customer to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. Once shipped, please provide customer service with your tracking information.
4. All items must be received in NEW, UNUSED CONDITION. In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of unnacceptable return item(s) we will either refuse it or contact you by email to notify you that the item was received damaged or used. (Note: If the item was received damaged you may file a claim with your shipping company. If the item is received used you may choose to have the item disposed of or have the item returned to you at your expense. Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days the item will be disposed of or donated.)
5. After we receive the return item, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment.
6. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item. The RA number expires 30 days after the date the product was delivered. If you attempt to return an item without an RA (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
7. Return requests for items delivered more that 14 days in the past will not qualify for returns or exhanges for any reason and will not be accepted. At our discretion, we may return an item with a 25% re-stocking fee that can be re-sold as a new and unused item. This will only be considered for items that are returned in their new packaging, returned as per the terms and conditions stated above and approved by our customers service department. Items will be held in inventory and a refund will be issued within 30 days of the time the item is sold from inventory. In this case, a return will be issued less a 25% restocking fee and any additional fees to cover administrative costs, shipping costs, and restocking fees for which we may be subject.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an international order, we will provide an estimate shipping and delivery fee and dates for you based on the availability of your items and the shipping options you choose. International shipping rates will not display in your cart or at checkout and will be estimated added to your order by a customer service representative after your approval. Depending on the shipping provider you choose, shipping date estimates and transit time may vary depending on the destination.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.