Return and Cancellation Policies
To 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.
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 we cannot accept certain returns with no restocking fee. This fee isn’t to penalize you, but to 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.
Before Ordering Fireplace Doors:
Our customer service team goes to every length to be sure the door you ordered will fit properly the first time around. Your order may be placed on hold before the order goes to production until a picture/measurement confirmation is completed. Your order is being reviewed by our team, and you may at some point be asked to provide pictures of your fireplace.
Fireplace Door Return and Cancellation Policies:
Our high-end fireplace door orders are not cancelable unless a member of our team determines the door you ordered will not fit (this includes EZ Door Steel, EZ Door Plus, EZ Door Light, the Crestone, the Merino, the Coronet, the Lexington, Custom Sized Doors, all Georgian models, the Atlantan, the Buckhead, the Magnolia, the Calloway, all Heritage models, and all Normandy models). Should you deem a cancellation necessary, it will be treated as a return; you will receive a refund minus a 30% restocking fee.
Always keep all your original packaging to ship the door back if necessary.
If your fireplace doors arrive damaged or with parts missing, we will get pictures from you to assess the damage. If the transportation carrier damages (or loses) parts during shipment; we will typically ship you a replacement part. Depending on the damage, you may be emailed a return label and asked to drop your package off at a FedEx so that we can repair the door in the shop. You have 7 days from the time the doors arrive to initiate a damage claim.
Should your doors fit but you wish to return them for another reason, send an email to sales@brick-anew.com. We will send you a return address and return authorization number. You can ship the doors back to us after approval. Upon receipt of the door, we will give you a refund minus a 30% restocking fee.
If your fireplace doors do not fit
Start by sending an email to sales@brick-anew.com. We will ask for some specific pictures. Our team at the shop will likely recommend a solution to allow the doors to install. If the doors still aren’t fitting:
- If you ordered the wrong door for your fireplace, you can ship the doors back to us. We will refund your order minus a 20% restocking fee. (If we are able to exchange the doors for some that fit, no restocking fee will be applied.)
- If the doors you ordered were a guaranteed fit in a standard size, we will send you a return label so you can drop the doors off at a local FedEx. You will be issued a full refund upon the receipt of the doors, or (depending on the situation and your preference) we will submit another order for you to get you a correctly sized set of doors.
- Custom doors are non returnable. Our team is happy to recommend solutions to get the doors to fit, but we cannot accept returns or offer any refund.
You have 30 days to initiate a return process for a door that doesn’t fit or for any other reason. We will not accept returns on doors 30 days after the doors have been delivered.
Returns received without a return authorization number will not be refunded.
Certain fireplace doors are not eligible for returns. If you order a door not eligible for a return, a Brick Anew associate will contact you by email. They will ask for specific pictures and possibly other information about your fireplace. You will be notified in an email that your doors are not returnable; a written response will be required before your door will be sent to production. We do not send nonreturnable doors to production unless we are 100% certain the doors will fit.
Paint Kit Return and Cancellation Policies
You have 24 hours from the time you place your order to cancel with no fees. Any order that is cancelled after it has shipped is eligible for return and a refund minus a 20% restocking fee up to 30 days from purchase.
Always keep all your original packaging to ship the kit back if necessary.
If your paint kit arrives damaged or with parts missing, we will typically ship you a replacement part or parts. You have 7 days from the time the kit arrives to initiate a damage claim or missing items.
If you do not like the color scheme you chose and would like an exchange, reach out to us by email (sales@brick-anew.com). We will provide you with a return authorization number and a return address. You can exchange the paint kit with no restocking fee up to 30 days. We will ship the replacement kit at no cost. The second kit is not returnable.
If you would like to return the paint kit, reach out to us by email (sales@brick-anew.com). We will provide you with a return authorization number and a return address. You can return the paint kit using any shipping provider. We will send you a refund minus a 20% restocking fee.
You have 30 days to initiate a return or exchange for a paint kit. We will not accept returns on paint kits 30 days after the paint kit has been delivered.
We do not accept returns on partial paint kits or heavily used paint kits.
Returns received without a return authorization number will not be refunded.
Return Policy for Other Products
You have 24 hours from the time you place your order to cancel. After 24 hours, your order cannot be cancelled for any reason.
All products not covered by the policies above are non-returnable. (Example: Hoods, Mantels, Tools, etc) Unless defective from manufacturer or shipping.