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WARRANTY & RETURN POLICIES
Warranty
Real Flame® Company warrants the body and internal components of this Real Flame gas fireplace
to be free from defects under normal use with a limited 2 year warranty from the date of purchase.
The burn tube and nozzels carry a lifetime warranty. In the event of 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 Room & Board customer service at 1-800-301-9720 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
• Shipping Address
• A picture of the damaged item may be requested. Pictures should be sent to [email protected]
If a part has been lost or damaged after 30 days, please contact Room & Board for replacement
options. 1-800-301-9720
Incorrect Order Received
If you received something other than what you ordered, please contact Room & Board Customer
Service at 1-800-301-9720 within 48 hours of receiving the item.
Version1. 10/25/17
Room & Board Customer Service
Customer Service: 1-800-301-9720
Real Flame Customer Service
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
