Ninety-Day Warranty:
Jensen Metal Products Inc. D/B/A Real Flame® warrants Real Flame vent-less
fireplaces and accessories to be free from defects in parts and workmanship under normal use and
service for a period of 90 days from date of shipment. In the event of such defect in parts or
workmanship, Jensen will, at its option, replace the defective product or refund the purchase price to
the extent of the defective product’s replacement cost. 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.
Replacement Parts:
Replacement parts are available for most units. Occasionally, parts may arrive
damaged due to mishandling during shipping. If you are in need of a replacement part, please
contact our customer service department with the fireplace model number and part number needed.
We will ship out a replacement part due to shipping damage at no charge.
Returns:
Please inspect all items immediately after receiving. We hope you will be completely happy
with your purchase. If you find within 15 days of receipt of your product that you do not wish to keep
it, you may return it unused by following our return procedure. Shipping charges are not refundable
unless the return is a result of our error. Return freight charges are the responsibility of the buyer.
Items must be returned in their original packaging.
All returns must be authorized.
Product that has been used may not be returned. A 15% restocking
fee will be assessed on returned merchandise to compensate for repackaging, warehousing and
administrative labor. The return procedure is listed below. For specific questions relating to returns or
warranty, please contact Customer Service department toll-free at 1-800-654-1704 or at
[email protected].
Step 1:
Contact Customer Service department by phone or e-mail to receive your Return
Merchandise Authorization number (RMA#). The RMA# is necessary for all returns. A reason code
must be indicated on the return form included with your packing slip.
Step 2:
Note your RMA# on the packing slip and repack the item in the original packaging. Be sure to
include your packing slip with the returned product.
Step 3:
Include your RMA# on the outside of the box and ship the package back to us via common
carrier. Please provide us with the tracking number for your shipment.
Step 4:
We will contact you when the package has been received and inspected. Provided a
satisfactory return, we will credit your account for the returned merchandise less the applicable
restocking charges.
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
Warranty & Return Policies
Real Flame®
7800 Northwestern Ave.
Racine, WI 53403
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