Thank you for purchasing our Real Flame® product. We are proud to have you as a customer!
We recommend that you visit our website www.realflame.com for the quickest and most efficient
way to complete your product registration.
Complete the form on back page of this manual to register and protect your product!
Complete the product
registration form on the
last page of this manual
and mail or email it in
today.
Have the piece of
mind of knowing we can
contact you in the
unlikely event of a safety
modification.
After sending in your
registration, store your
product instructions in a
safe place. They contain
information you will need
should you ever require
service or parts. Our
customer service number
is
1-800-654-1704
Read your instruction
manual carefully. It will
help you operate and
care for your new
fireplace properly.
Please
remember to write your
serial number on the
front page of your
instructions.
Warranty & Return Policies
Warranty
Real Flame® Company warrants Real Flame ventless fireplaces and accessories to be free from
defects in parts and workmanship under normal use and service for a period of 90 days from the
date of purchase. In the event of such defects Real Flame will, at its option, replace the defective
product or refund the purchase price. The foregoing is the exclusive remedy and Real Flame
disclaims all other warranties, including any implied warranty of merchantability or fitness for a
particular purpose. In addition, Real Flame will not be responsible for consequential damages in
excess of the purchase price of the product on which such liability is based. Electric fireplaces carry
a one-year warranty on the electric firebox only.
Return Policy
You may return your purchase within 90 days of receipt. No refunds will be issued for incomplete
or unauthorized returns. All returned products must be 100% complete, adequately packaged in
original packaging and in resalable condition. Products that have been assembled or modified will
not be eligible for return. All items must be returned in their entirety, meaning all items included
must be returned together. No returns or exchanges on discontinued items. Please begin the return
process by contacting the store or company where you bought your Real Flame item.
Replacement Parts
In the event that an item has been lost or damaged, either by the manufacturer or in shipping, you
may request a replacement. Replacement parts are not available for all units and only given at Real
Flame’s discretion. We will assess any damage and find a solution, which could include shipping
you a replacement. No replacements are available for discontinued items or repackaged (open
box) products. Please call Real Flame Customer Service at 800-654-1704 for replacement parts
before returning the damaged item. Please have the following information
(which can be found in your instruction manual) ready before you call Customer Service.
• Model Number of I
tem
• 4-8 digit
Part Number
•
Lot Code Number
• Shipping
Address
• A pictu
re of the damaged item may be requested. Pictures should be
sent to [email protected]
Incorrect Order Received
If you received something other than what you ordered, please contact Real Flame Customer
Service at 800-654-1704 within 48 hours of receiving the item.
Please refer to www.Realflame.com for our complete return guidelines and policies.
