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, the Crestone, the Heritage Z, and Custom Sized Doors. Should you deem a cancellation necessary, it will be treated as a return; you will receive a refund minus a 30% restocking fee.
Always keep all your original packaging to ship the door back if necessary.
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.
If your fireplace doors do not fit
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:
- If you ordered the wrong door for your fireplace, you can ship the doors back to us. We will refund your order minus a 20% restocking fee. (If we are able to exchange the doors for some that fit, no restocking fee will be applied.)
- If the doors you ordered were a guaranteed fit in a standard size, we will send you a return label so you can drop the doors off at a local FedEx. You will be issued a full refund upon the receipt of the doors, or (depending on the situation and your preference) we will submit another order for you to get you a correctly sized set of doors.
- Custom doors are non returnable. Our team is happy to recommend solutions to get the doors to fit, but we cannot accept returns or offer any refund.
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.