Returns policy

Returns Policy

At Polar Bear Chimney Sweep, we want you to be completely satisfied with your purchase. However, please note our specific policies regarding returns:

Fireplaces:

Please be aware that we do not accept returns on any fireplaces. Due to the nature of these products, all fireplace sales are final. We encourage you to carefully review product specifications, prior to making your purchase, to ensure it meets your needs.

Chimney Supplies and Accessories:

For all other chimney supplies and accessories, we gladly accept returns that meet the following conditions:

  • Original Packaging: All returned items must be in their original, unopened packaging. The product and packaging must be in new and resalable condition.

  • Timeframe: Returns must be initiated within 30 days of the original purchase date. Please contact us within this timeframe to request a return authorization.

  • Customer Responsibility for Return Shipping: The customer is responsible for all return shipping costs. We recommend using a trackable and insured shipping method as we cannot be responsible for items lost or damaged in transit.

  • Restocking Fee: All eligible returns have a 20% restocking fee. This is 20% of the original invoice.

How to Initiate a Return:

  1. Please contact our customer service team at 903-821-0445 or PolarBearChimneySweep@gmail.com to request a return authorization number (RAN).

  2. Clearly write your RAN number on the outside of the return packaging.

  3. Ship the item(s) back to the address provided by our customer service team.

Refund Process:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund, minus the restocking fee, will be processed and applied to your original method of payment.

Exceptions:

This return policy does not apply to damaged, defective, or missing items received upon delivery. If you receive a damaged or defective item, please contact us within 3 days or receipt, with photos of the damage, and we will work with you to find a suitable resolution.

We appreciate your understanding of our returns policy. If you have any questions, please contact us.