Modern Flames TruWood Premium Timber Kits

Please follow these very important steps when it comes to Freight Items that are damaged or missing

• Open and inspect the order while the delivery driver is present. If delivery driver does not provide sufficient time to do so, please notate the delivery receipt.

• By signing the delivery receipt without noting any damage or missing items, you confirm that your order arrived complete and in excellent condition.

• Record any damage or missing pieces directly on the delivery receipt.

• Do not discard damaged item(s) or any original packaging. For severe damage, write “Refused due to damage” on the delivery receipt and contact us immediately.

• Report any damage within two business days, including delivery details and photos showing the issue

• Damaged item(s) must be returned within 30 days. Failure to return them will result in a charge to the original payment method.

Please follow these very important steps when Returning Items. Contact our team.

• Submit your return request within 30 days of delivery.

• You will receive an email within 1-2 business days confirming whether your return request has been approved or denied.

• Please also note that a 20% restocking fee may apply to approved returns

• If approved, you will receive an itemized Return Authorization, return shipping labels (if requested), and detailed instructions within 1–2 business days

• From the date this email is received, you will have 14 days to return the product.

• Once our distributor receives and inspects the returned item(s), your refund will be issued within 1–2 weeks
• Items returned outside of this process or time frame are not eligible for a refund.