RETURNS POLICY

At Polar Bear Chimney Sweep, we strive to provide quality products and excellent customer service. Please review our return policy carefully before making a purchase.

FIREPLACE SALES

All fireplace sales are final. Due to the nature of these products, we do not accept returns or exchanges on fireplaces purchased online or in-store.

We strongly encourage customers to carefully review all product specifications, measurements, venting requirements, and installation details prior to purchase. If you have questions about selecting the right fireplace for your home or project, please contact our team before placing your order.

CHIMNEY SUPPLIES & ACCESSORIES

We gladly accept returns on eligible chimney supplies and accessories that meet the following conditions:

Return Requirements

  • Items must be returned in their original, unopened packaging

  • Products and packaging must be unused, undamaged, and in resalable condition

  • Returns must be requested within 30 days of the original purchase date

All returns require prior authorization before being shipped back.

RETURN SHIPPING RESPONSIBILTY

Customers are responsible for all return shipping costs. We recommend using a trackable and insured shipping method, as we are not responsible for items lost or damaged during return transit.

RESTOCKING FEE

Approved returns are subject to a 20% restocking fee based on the original invoice total.

HOW TO INITIATE A RETURN

To request a return authorization, please contact our customer service team:

Phone: 903-821-0445
Email: PolarBearChimneySweep@gmail.com

Once approved:

  1. A Return Authorization Number (RAN) will be provided

  2. Clearly mark the RAN on the outside of the return package

  3. Ship the item(s) to the return address provided by our team

Returns sent without authorization may be refused.

REFUND PROCESS

Once the returned item is received and inspected, we will notify you regarding the approval or denial of your refund.

APPROVED RETURNS:

If approved, refunds will be processed to the original payment method minus applicable restocking fees and shipping charges.

REJECTED RETURNS:

If a return is denied due to damage, installation, missing packaging, or non-resalable condition, we will provide photos and documentation of the issue. Rejected items will be held for 30 days and may be returned to the customer upon request at the customer’s expense.

DAMAGED, DEFECTIVE, OR MISSING ITEMS

This return policy does not apply to products that arrive damaged, defective, or missing parts.

If you receive a damaged or defective item, please contact us within 3 days of delivery and provide photos of the damage so we can assist in resolving the issue promptly.

QUESTIONS?

If you have questions regarding our return policy, products, or order requirements, please contact Polar Bear Chimney Sweep prior to purchase. We are happy to help ensure you select the correct product for your project.