Warranty & Return Policies
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
Warranty
Real Flame® Company warrants Real Flame gas fireplaces and accessories to be free from defects
in parts under normal use and service for a period of 2 years from the date of purchase and
defective from finish issues for a period of 5 years 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.
Return Policy
Contact Restoration Hardware customer service at 1-877-777-7059 for complete return policy.
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 within 30 days of receipt. 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 Item
• 4-8 digit Part Number
• Lot Code Number
• Shipping Address
• A picture of the damaged item may be requested. Pictures should be sent to
If a part has been lost or damaged after 30 days, please contact Restoration Hardware for
replacement options. 1-877-777-7059
Incorrect Order Received
If you received something other than what you ordered, please contact Restoration Hardware
Customer Service at 1-877-777-7059 within 48 hours of receiving the item.
Version 2. 04/04/17
Real Flame Customer Service
Restoration Hardware Customer Service
Customer Service: 1-877-777-7059
