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Return and Refund Policy

At MotorFlame

We want every customer to be satisfied with their purchase. Our fireplaces are designed to last and crafted with care. However, due to the nature of our products (heavy components, custom manufacturing), returns and refunds are subject to the conditions below.

Standard Products (Regular & Deluxe)

  • You have a period of 14 days after receiving your product to request a return.

  • The product must be new, unused, undamaged, and unmodified.

  • Return costs (transport, handling, logistics) are the responsibility of the Customer.

  • Once the product is received and inspected, a refund will be issued within 14 business days, minus the original shipping costs.

Custom Products (Custom Limited)

  • Any custom order is final once approved and paid for.

  • No returns, exchanges, or refunds are possible, except in the case of a proven defect attributable to MotorFlame.

  • Before production, the Customer approves the plans, dimensions, and specifications. This approval definitively commits the order to production.

Products Damaged Upon Delivery

  • If your product arrives damaged, it is essential to report it immediately to the carrier at the time of pickup at the depot.

  • Without an immediate report, MotorFlame cannot be held responsible for any damage that occurs after delivery to the depot.

Return procedure

  1. Contact our customer service by email at: contact.motorflame@gmail.com with your order number.

  2. Wait for our confirmation before sending anything back.

  3. The return must be shipped on a pallet, properly packaged, and delivered to the depot specified by MotorFlame.

Exceptions

No refund or return will be accepted if:

  • The product has been used, damaged, or modified after delivery,

  • The product has been improperly installed or poorly maintained,

  • The return is made without prior approval from MotorFlame.

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