In the unlikely event that you are not satisfied with your purchase from Soothing Terra, you can have the confidence that you can return or exchange the fireplace within 30 days of receipt for a 15% restocking fee less any shipping charges that were incurred. All returned items to Soothing Terra must be in new and unused condition and packaged in the original manufacturer's box. All of the products parts, accessories, registration cards, etc must be returned for full credit.
The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received FREE shipping, you will be charged the actual shipping charges that we incurred to ship the product to you.
How to Return a Product
In the unlikely event you are required to return a product to Soothing Terra we ask you to please follow these instructions:
- Contact Soothing Terra to receive a RMA (Return Merchandise Authorization) number. A return shipping address will be given to you at this time. An RMA is required to process a return. Returns without authorization are subject to refusal, so please make sure you receive a RMA before sending your purchase back as a return.
- Carefully repackage the product in the manufacturer's original packaging, making sure to include all parts and paperwork. You will be charged a replacement fee for missing items or no credit will be given if manufacturer cannot supply replacement parts.
- Return the product via UPS or other insured shipping provider. It is recommended that you insure the package as Soothing Terra is not responsible for loss or damage to merchandise that is being returned. Please insure the package for your purchase price. In the rare case that we receive a return and it has been damaged during shipment from you to us; we will notify you immediately so that you can file a claim with the shipping company.
- Place a shipping label on the box and return the product to the address given to you when you received your RMA number. Please remember to include your RMA number on the shipping label. Do not write directly on the manufacturer's box- please use a shipping label so that the box may be reused. A box replacement charge may apply if the box is written upon.
- Please return your purchased product as soon as you receive your RMA. RMA will expire after 10 business days.
- After we inspect your return, we will credit the purchase price back to the original credit card used for the purchase, minus the original shipping cost, the restocking fees and box or replacement part fees that may apply. Please allow up to 2-4 weeks for the credit to appear on your statement. We will send you an email confirmation to notify you when we have applied the credit to your card.
A restocking fee of 15% WILL be charged on all returned products. Refunds may NOT be given if obvious signs of use such as missing paperwork, parts, missing packaging materials, smudges or other marks indicating use, etc.
Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs. For information on returning damaged items please refer to our section on Damaged Shipments.