Our high-end fireplace door orders are not cancelable unless a member of our team determines the door you ordered will not fit (this includes EZ Door Steel, EZ Door Plus, EZ Door Light, the Crestone, the Merino, the Coronet, the Lexington, Custom Sized Doors, all Georgian models, the Atlantan, the Buckhead, the Magnolia, the Calloway, all Heritage models, and all Normandy models). Should you deem a cancellation necessary, it will be treated as a return; you will receive a refund minus a 30% restocking fee.
If your fireplace doors arrive damaged or with parts missing, we will get pictures from you to assess the damage. If the transportation carrier damages (or loses) parts during shipment; we will typically ship you a replacement part. Depending on the damage, you may be emailed a return label and asked to drop your package off at a FedEx so that we can repair the door in the shop. You have 7 days from the time the doors arrive to initiate a damage claim.
Should your doors fit but you wish to return them for another reason, send an email to [email protected]. We will send you a return address and return authorization number. You can ship the doors back to us after approval. Upon receipt of the door, we will give you a refund minus a 30% restocking fee.
Start by sending an email to [email protected]. We will ask for some specific pictures. Our team at the shop will likely recommend a solution to allow the doors to install. If the doors still aren’t fitting:
You have 30 days to initiate a return process for a door that doesn’t fit or for any other reason. We will not accept returns on doors 30 days after the doors have been delivered.
Returns received without a return authorization number will not be refunded.
Certain fireplace doors are not eligible for returns. If you order a door not eligible for a return, a Brick Anew associate will contact you by email. They will ask for specific pictures and possibly other information about your fireplace. You will be notified in an email that your doors are not returnable; a written response will be required before your door will be sent to production. We do not send nonreturnable doors to production unless we are 100% certain the doors will fit.