Return & Refund Policy
30-Day Returns and Exchanges
Items purchased directly from Dreamflame may be returned or exchanged within 30 days of delivery. For non-defective items, the item must remain unused, in the same condition as received, with its original packaging and included accessories. Opening the packaging to inspect the item does not by itself make it ineligible for a return or exchange.
Free Return Shipping and No Restocking Fee
Dreamflame covers return shipping for eligible returns within the 30-day window. We do not charge restocking or handling fees. Contact service@dreamflamefireplace.com with your order number before sending an item back. We will provide return instructions and a prepaid return shipping label by email.
Exchanges
We accept exchanges for eligible items within 30 days of delivery. Contact us with your order number and the item you would like to exchange. We will confirm the replacement availability and exchange instructions before you return the item.
Authorized US Return Center
Dreamflame US Return Center
10985 Oleander Ave, Fontana, CA 92337, United States
Use the prepaid label and instructions supplied by our support team. Do not send returns to our corporate headquarters in Hong Kong.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us promptly so that we can evaluate the issue and arrange an appropriate return, replacement or refund.
Exceptions and Service Area
This policy applies to purchases made directly through our website. For purchases from an authorized dealer, contact that dealer. Gift cards are not returnable. We currently ship only to the contiguous 48 United States and Washington, DC. We do not currently ship to Canada, Alaska, Hawaii, US territories or military addresses.
Refunds
Once we receive your returned item, we will complete the inspection and issue any approved refund to your original payment method within 2 business days. We will notify you of the outcome. Your bank or payment provider may require additional time to post the refund to your account. If more than 7 business days have passed since we issued your refund and it has not appeared, contact us for assistance.