To all of our valued customers and visitors – we want everyone who purchases a product from Brick-Anew to be delighted with their purchase. We do everything in our power to accommodate your special requests, but we do have some limitations. Because a large portion of our sales are custom products made by other manufacturers we have to work within their policies and procedures. Additionally, we try to offer the most aggressive pricing possible, which means that it is very difficult to accept accommodation returns with no restocking fee. Restocking fees are not to penalize you, but to simply offset a small portion of the expenses involved in a return. For the few customers who request an accommodation return, thanks in advance for your understanding on the restocking charges.
30 Day Return Policy: We double-check the measurements for every fireplace door order we receive and then email you a confirmation of the size door you will be getting .
We depend upon you to double check your measurements (The old measure twice cut once adage). If a customer provides incorrect measurements and the door does not fit their fireplace, we will be glad to exchange the old door for a new door at no charge. If the customer requests credit instead, a nominal 20% restocking fee will be applied.
Free Shipping: on any purchase over $199.50. This applies to all shipments in the continental United States. Purchases under $199.50 will be charged a flat $15.00. Some products due to weight and size will require additional charges. These products are noted with a truck icon. Products that require delivery via a freight line to a residential address require an additional charge. Many customers find a local business to accept their delivery to avoid these charges.
Lead Times: Vary by product and manufacturer.
- Brick-Anew paint products usually ship within 5 business days.
- Fireplace doors usually ship within 3 weeks.
- Doors that are in stock can ship sooner. During “The Season” (Oct, Nov, Dec) lead times increase due to higher sales volume, so get your order in early.
- Gas logs ship usually within 7-10 business days.
- Mantel shipments vary from the type of mantel being shipped, but typically ship in 5-7 days.
- We will be glad to get shipping estimates from our suppliers as needed.
Requesting a return: If you wish to return any item to Intercept Sales /brick-anew.com, you must first have authorization by Brick-Anew personnel. You can reach us at 1-800-897-7175. Our office hours are 8:30 – 4:30 Monday – Friday. We will not accept any item unless you have a valid Return Authorization number. The order number and authorization number must be listed on the return. Please allow 5 business days credit to be applied to your credit card after receipt of the return. A 20% restocking fee will be applied.
All products must be returned undamaged with any and all original manuals, registration cards, accessories etc. If a product is returned damaged or with missing items, we reserve the right to assess any additional fee’s up to the full value of the purchase, depending on the items damaged or missing. Returns will not be accepted without an employee issued 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. Please properly package and insure the item so a claim can be filed with the carrier if damage occurs during return shipping. All returns must be returned prepaid to:
1240 Johnson Ferry Place, Suite E-10
Marietta, GA 30068
It is your responsibility to pack your order securely to insure no damage occurs during transit. Credit will not be issued on damaged material.
Fireplace Glass Doors: Fireplace doors are made based upon dimensions provided by the customer. We will make every effort to assist our customers in determining the correct size door for your fireplace. Any door manufactured with a defect will be authorized for return. We will notify Fed-Ex Ground Service to pick up and return the door to us or our vendor. Upon receipt we will issue full credit and make a replacement door at no cost. If a fireplace opening is measured incorrectly by the customer, the customer may exchange their door for a replacement door at no additional cost. The customer is responsible for all shipping charges to return their door and the shipping charges on the replacement door. If a customer does not want a replacement door then the customer will prepay the shipping charge to return their door and a 30% handling fee will be applied. Please make sure the shipment is securely packaged to prevent damage while in transit. Note: Custom doors are non-refundable.
Gas Logs: Any gas log that is defective can, with approval by Brick-Anew personnel, be returned for replacement or credit. Brick-Anew will have Fed Ex Ground Service issue a call tag and will have the set returned to our company. If there is no defect and the customer decides they do not like the gas log, with approval by Brick-Anew personnel, the gas log can be returned. If the log kit has been opened but not installed, a 50% handling fee will be charged and the customer is responsible for shipping costs back to our company. If the gas logs have been installed and are not defective, no credit will be allowed since these logs cannot be re-sold as new.
Mantels: If a mantel is defective, we will have the mantel picked up and returned to the vendor. The customer has the option to receive a replacement or full credit. If the customer decides they don’t like the mantel and there is no defect, the customer prepays the return to our company and a 50% handling charge is applied. A custom order (special cuts and finishes) is not returnable.
Thank you for your business: On behalf of all the employees of Brick-Anew we would like to thank you for your business. Our customers are our first priority and always will remain so. If you should have any questions about our products or policies, please do not hesitate to contact us at 1-800-897-7175.