Returns & Refunds
Last updated: October 30, 2026
Ask before you send anything back
Most products ship directly from the manufacturer or distributor, and returns must be approved by them. To request a return, contact us within 30 days of delivery with your order details. We will tell you whether the item can be returned, where to send it, and any charges before you ship it. Items sent back without a return authorization may be refused.
Return conditions
- The item must be new, unused and not installed, in its original, undamaged packaging with all parts and manuals.
- Items that have been installed, connected to gas, electricity or water, or used cannot be returned. Any problem with them is handled under the manufacturer's warranty.
- Special-order or made-to-order items may not be returnable. We will tell you before you order if an item is non-returnable.
Charges
- Return shipping is paid by the customer, unless the return is because of our mistake (wrong item) or shipping damage.
- The manufacturer or distributor may charge a restocking fee. If they do, we pass on only that amount and tell you what it is before you return the item.
- Original shipping charges are not refundable unless the return is because of our mistake or shipping damage.
Damaged, defective or wrong items
For shipping damage, please follow the steps in our Shipping Policy and report it within 2 business days of delivery. For a product that is defective, contact us and we will help you with the manufacturer's warranty process. For a wrong item caused by our mistake, we will arrange the return at no cost to you and send the correct item or refund you.
Refunds
Approved refunds go back to your original payment method. We issue the refund within 10 business days after the returned item is received and accepted by the manufacturer or distributor. Your bank or card issuer may take a few more days to show it.
Cancellations
You can cancel an order request at any time before payment. After payment, contact us right away; if the order has not shipped yet we will try to cancel it, but the supplier may charge a cancellation or restocking fee, which we will tell you about first.
Live video diagnostic
If you paid for a $50 Live Video Diagnosis and have a problem with it, contact us and we will work it out with you.
Questions? Call or text (863) 378-7681 or email info@imperialflame.com.
Back to ImperialFlame.com