In the event of a problem occurring due to a manufacturing defect within twenty-four months (24) from the date of purchase, parts will be supplied at no cost to customer. Replacement of these parts and any costs incurred will be the responsibility of the customer. Phone support and detailed instructions will be provided by Modern Flames technical service department. Defects must be brought to the attention of Home Gladly customer service. All warranty claims MUST have proof of purchase, model number, serial number, pictures and a clear description of the problem before warranty claim can be processed. No action can be completed by Home Gladly customer service unless all relevant information is provided. Any replacement parts and service work must be done by a qualified professional.
Returns & Credits
It is the responsibility of the customer to initiate a return or credit request. Proper written authorization must be obtained from Home Gladly before any item can be returned. Items returned without authorization will be refused and returned to the shipper on a freight collect basis. Once an RA is issued, items must be returned within 30 days.
Types of Returns
Shipped in error from Modern Flames – 100% Credit eligible
Freight Damage (visible damage and refused) – 100% Replacement
Concealed Damage.PLEASE NOTE:Concealed damage claims will only be honored if damage is reported within 5 days of receipt of product. If concealed damage is claimed within 5 days of receipt, 100% Replacement will be sent out after initial product is returned. After 5 days Home Gladly reserves the right to add restocking fees. Please inspect unit right away.
Buyer’s Remorse.PLEASE NOTE:If customer wants to return the product at their discretion there will be at least a 20% restocking fee and customer will be responsible for freight cost to and from the shipping address. This credit will only be issued after product is returned in perfect condition back to Modern Flames.
In order for us to provide you with excellent customer service and assurance of claims, please follow the steps and procedures below upon receipt of goods.
All packages must be inspected immediately after receipt. If there is any visible damage to the box, you MUST Notate refuse the shipment in whole in order to get full no cost replacement.PLEASE NOTE:If the product is accepted as complete and satisfactory, we will not be able to honor your claim.
If customer has noticeable freight damage or suspect and damage, theyMUSTopen and inspect product(s) before the carrier leaves the delivery point. All damages must be noted on the Bill of Lading in order for claim to be honored.
Refusal of complete or partial shipments due to freight damage will be supported. Damages must be noted on the Bill of Lading at time of refusal.
Failure to obtain an RA will result in the refusal of delivery back to Modern Flames.