Refunds and Returns Policy
You have the right to return your order within 14 consecutive days from the delivery date. This cooling-off period applies unless the item is custom-made (e.g., painted, modified at your request, or Flexible Flue liners cut to your specified length). Made-to-order parts cannot be returned.
- Restock Fee: a 20% restock fee of the merchandise will be charged.
Items must be unused, undamaged, and in their original condition. Returns showing signs of use, installation, dirt, or damage will be rejected.
Returns Process
To return a product, please include a completed return form inside the package. This allows us to identify your return and process your refund. If no form is included, processing will be delayed or denied.
Customers are responsible for shipping returns to us. We do not offer return pick-up services. We recommend using a trackable method such as USPS, UPS, or FedEx with delivery confirmation.
Once we receive your return, it will be inspected for any damage. If the item was damaged during return shipping, you will need to file a claim with your chosen courier. We are not responsible for return shipping damage.
Shipping charges are non-refundable unless the item received was faulty or incorrect. You will be refunded the item cost only. We do not reimburse return shipping costs.
Please keep your return tracking number. If your return is lost during shipping and no tracking is available, we cannot issue a refund.
Exchanges
To exchange an item, follow the return procedure above. Then place a new order for the correct product through our website.
Damaged Items
If your item arrives damaged, you must note it at the time of delivery and send photos to contact@flue-pipes.com on the same day.
Please keep all original packaging. All returns must be authorized by our customer service team before processing. Items damaged after use are not eligible for refund.
Order Cancellations
If you wish to cancel your order, contact our customer service team immediately by phone or email. This may help avoid return shipping costs.
Orders cancelled more than 48 hours after placement but not yet shipped are subject to a $40 administration fee.
If your order has already shipped, our 14-day return policy will apply. You will need to return the item at your own cost.
