Refunds & Return Policy

RETURNS PROCESS OVERVIEW

One of the benefits of shopping local and working with The Fire Place & Magic Touch Mechanical is our exclusive white-glove delivery service. Our free local delivery for most products is handled by our own employees.

Before delivering your product, we carefully inspect it to ensure it meets our quality standards. When we arrive at your address, our team will review the product with you to confirm everything is complete and in excellent condition.

Your delivery will be pre-scheduled, eliminating the stress of missed deliveries or complicated return processes. It’s all part of making sure your shopping experience is seamless and enjoyable.

Free local delivery within 35-miles of Mesa, AZ. Not available in other areas at this time.

DAMAGE POLICY

Our free local delivery service is designed to ensure your order arrives in excellent condition. We know your time is valuable, so we remove the hassle of dealing with damaged goods or missed project deadlines.

In the rare event that an item sustains damage during transit, The Fire Place & Magic Touch Mechanical will assume responsibility for damage reported immediately at the time of delivery.

When signing for delivery:

Inspect your order with the driver and note any damage or missing items on the delivery receipt.
Do not discard damaged items or packaging, as they may be required for a claim.
For severe damage, please refuse the delivery by noting: “Refused due to damage” on the delivery receipt and contact us immediately.
If damage is confirmed, we will coordinate a new delivery date to provide replacement product(s) at no additional cost.

The Fire Place & Magic Touch Mechanical is not responsible for reimbursement of labor costs or project delays resulting from damaged goods. To avoid scheduling conflicts, we recommend waiting until your order has been inspected before scheduling installation.

RETURNS POLICY

Returns of unused items may be approved at our discretion within 48 hours of delivery. A 20% restocking fee and return shipping costs will be deducted from the refund. Items that shipped free may also incur a delivery fee of up to $295, deducted from your total refund.

Steps for Returning an Item:

Submit your return request within 48 hours of delivery. Contact us
Our team will confirm acceptance or denial within 3 business days.
If approved, we will email an itemized Return Authorization and instructions within 1-2 business days.
You must complete the return within 3 days of receiving the Return Authorization.

Refunds will be issued within one week of receiving and inspecting the returned product. Items returned outside this process or timeframe are not eligible for refunds.

Non-Returnable Items:

Clearance items
Items discounted below MSRP (Manufacturer Suggested Retail Price)
Custom-made or made-to-order products
Items marked “non-returnable” in the product description
Used items or items that have been installed or assembled
Damaged items not previously documented
Bundled kits sold at a discounted rate (entire kit must be returned)

REFUNDS POLICY

Refunds will be processed back to the original form of payment. Most banks process refunds within 3-5 business days.

For bank wire or check transactions, a check will be mailed. Refund checks are valid for 90 days from the issue date.

If your product is deemed ineligible for a refund, we will notify you and work with you to address the issue.

CANCELLATIONS POLICY

We process orders as quickly as possible, so we cannot guarantee cancellations once an order has been submitted.

If you miss the cancellation period, let us know as soon as possible, and we can assist with a return or exchange.

Orders for the following items are final and cannot be canceled once production begins:

Custom-made products
Made-to-order products

EXCHANGES POLICY

We’re happy to help if you’d like to exchange your product for something similar or different. Standard return policies apply.

Once the returned product is inspected and approved (must be unused and in original packaging), we will apply a credit to your new order and begin processing it.

WARRANTY PROCESS

We stand by the quality of our products and will assist with any warranty claims.

If we installed your product:
We will handle warranty claims in accordance with your contract.

If you installed the product or hired another contractor:
Manufacturers often require troubleshooting to process a warranty claim. You or your installer will need to work with the manufacturer’s support team to diagnose the issue.

If troubleshooting leads to a defective part, we will submit a warranty claim on your behalf. Before proceeding, we will review the terms with you. Service and repair fees may apply for diagnosis.

Important Notes:

Warranty claims may take 1-4 weeks to process, depending on the manufacturer.
Reassembled products are required for warranty eligibility. Additional fees may apply if reassembly is required during diagnosis.

DEFECTIVE PRODUCTS

In the unlikely event that you receive a defective product, we will assist you through the manufacturer’s warranty process.

If we installed your product:
We will handle defect claims in accordance with your contract.

If you installed the product or hired another contractor:
The manufacturer may require troubleshooting and the return of defective parts for quality control purposes. Once the product has been installed or used, it cannot be returned, and the warranty process begins.

If your product is outside the warranty period, we can help supply replacement parts or units as needed. Please contact us for pricing and availability.

Important Notes:

Labor costs and project delays caused by defective products are not reimbursable.
We recommend inspecting all products before scheduling installation.

If you need to speak to us directly please call (480) 500-6778. We have a 24/7 live-operator answering service if we’re unavailable – leave a message and we’ll return your call as soon as possible.

The Fire Place / Magic Touch Mechanical

942 W 1st Ave., Mesa, AZ 85210