HOMREST 20 Inch Ventless Fireplace Logs Set for LP/Propane - White

1. Shipping & Address Changes

• Before Shipping: If you need to change your shipping address, you must contact customer service before the order is dispatched.
• After Shipping: Once the order has shipped, the address cannot be changed directly. If an address correction is required mid-transit, carriers (UPS or FedEx) will charge an address correction fee of $18 per box.
• Disclaimer: Homrest is not responsible for lost packages resulting from an incorrect shipping address provided by the customer.

2. Cancellation Policy

Because Homrest items are oversized furniture, cancellations are handled strictly based on the order status:

• Unpaid Orders: Automatically canceled by the system.
• Canceled Before Shipping: Eligible for a 100% full refund.
• Canceled After Shipping (In Transit): Only an 80% refund will be issued. Additionally, UPS or FedEx will charge a package interception fee of $18 per box.
• "Label Created" Status: Once an order enters this status, it can no longer be canceled directly. You must contact customer service for further details.

3. Returns & Refunds

Key Requirements

• Time Limit: Return requests must be submitted within 60 days of receiving the order.
• Item Condition: Items must be unassembled, unused, unwashed, unaltered, undamaged, and in their original packaging with original tags attached.
• Authorization: Unauthorized returns will not be accepted.

4. Exchange Policy

• Homrest does not offer direct exchanges due to the logistical difficulties of shipping oversized items.
• If you ordered the wrong item, Homrest offers 2 solutions:Accept a partial refund from customer service and keep the item.Contact customer service to request a return under the "Non-Quality Issues" policy, then place a new order.

5. How to Handle Specific Issues

Damaged or Wrong Item Received

1. Immediately contact customer service and provide:Photos of the damaged/wrong item.The item SKU number on the box.The barcode label.The shipping tracking label.
2. Solutions for Wrong Items: You can keep the incorrect item at a discounted price, or return it for a full refund/correct replacement once tracking shows it is back with UPS/FedEx.
3. Solutions for Damaged Items: Depending on the severity, Homrest will offer a part replacement, a partial refund, or a full refund.

Lost Packages

• If the provided address was correct: Check your surroundings, ask neighbors, and contact the carrier first. If it is still missing, contact Homrest with your order and tracking number. They will open a lost package claim with the carrier (investigation takes about a week) and assist you.
• If the provided address was incorrect: Homrest is not liable for the loss.

6. Warranty & Support Contact

• Warranty Period: All products come with a 12-month warranty from the date of delivery (excludes manual damage, misuse, or damage caused by logistics/severe weather).
• Price Matching: Prices fluctuate based on the market. Homrest does not offer refunds for price differences.
• Customer Support Email: service@homrest.com
• Customer Support Phone: 888-676-6299