The Brick-Anew Guarantee
At Brick-Anew, we are committed to your total satisfaction. With our extensive product offerings, our helpful sales and customer support staff, and our information Learning Center, we strive to give you the tools and knowledge to improve your fireplace and increase purchaser confidence.
As you browse our website, please remember that we offer a Quality and Product, No Hassle Return Guarantee on our products.
- Contact us in writing within 30 days of your purchase at [email protected] or call us at (800) 897-7175 to get a return authorization (RA) number.
- Once you secure a return authorization number, you will receive instructions for shipping the product back to us. You are responsible for the cost of return shipping.
- Send your product back to us within 2 weeks of receiving your return authorization number. The shipment must be postmarked within this time frame.
Upon receiving the product, we will inspect it to ensure that it is in good condition for resale, approve the return(s), and process your refund. Note: Note All refunds are credited back to your credit card. A time frame of 30 days or more from the original date of your purchase will require us to issue you a check by mail. Please review our return policy for more information. You can also contact us with any questions you have. We are happy to assist you.
Policy Details & Exclusions
All products must be returned undamaged with all original manuals, registration cards, accessories, boxes, outer cartons and packing materials. If a product is returned damaged or with missing items, we reserve the right to assess a restocking fee up to the full value of the purchase, depending on the items damaged or missing. Returns will not be accepted without a return authorization (RA) number. Once a return has been authorized and return instructions provided to the customer, the items must be returned postmarked within 2 weeks. Special freight deliveries (those items not delivered via UPS or FedEx) must be visually inspected at the time of delivery and any damage noted on the signed bill of lading or the delivery should be refused.
Additional shipping charges due to customer special delivery requests (next-day delivery, international delivery, etc.) are not refundable. The first day of the 30-day return period is the day the customer receives item(s). If a delivery is refused or undeliverable to the address that is provided, the customer will be charged actual shipping and brokerage charges incurred on both outbound and return shipment.
In certain instances some items sold as custom made are exempt from our return policy and are final sale. You will be notified prior to order confirmation if this is the case.
Please contact us with any questions you have about our return and exchange policies. We are more than happy to assist you.