Refund policy

Return and refund policy

We want you to love your fireplace. If it isn't right for your room, you can return it within 30 days of delivery for a full refund to your original payment method.

Conditions

The item is unused and in its original packaging, with all parts and accessories.
You contact us within 30 days of delivery before sending anything back.
Items returned without a return authorization cannot be accepted.

How to start a return

Email support@maisonembra.com with your order number and the reason for the return. We reply within one business day with a return label and instructions. Please don't send items to the address on this website: returns go to our warehouse, and we send you that address with the label.

Return shipping

If your item arrived damaged, defective or wrong, we pay for return shipping.
If you changed your mind, the cost of the return label is deducted from your refund.
There is no restocking fee.

Damaged or defective items

Please check your order when it arrives. If anything is damaged, send photos of the box and the item to support@maisonembra.com within 48 hours of delivery, and we will ship a replacement or issue a refund at no cost to you.

Refunds

Once your return reaches our warehouse and is inspected, we email you to confirm. Approved refunds are issued to your original payment method within 3 business days. Your bank or card issuer may take a few extra days to post it.

Cancellations and exchanges

You can cancel or change your order free of charge until it ships, usually within one business day. To exchange an item for a different size, return the original and place a new order.

Warranty

Every fireplace is covered by a 2-year limited warranty against manufacturing defects from the date of delivery. It covers the heater, the LED flame system, the remote and controls, and the glass front. To make a claim, email support@maisonembra.com with your order number and a photo or short video of the issue, and we will repair or replace the part, or the fireplace, at no cost to you. The warranty does not cover normal wear, damage caused during installation, misuse, or units that have been modified.