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Returns & Refunds Policy

At Ember Fireplaces / Ignite Fireplace Studio, we want you to love your new fireplace. This policy explains your rights, what we can accept back, and how to make a return or claim. It applies to purchases made in-store at our Mornington showroom and online at emberfireplaces.com.au.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. This applies to every product we sell — including sale, clearance and ex-display stock.

Change of Mind Returns

We understand that sometimes a product isn’t quite right for your space. We’re happy to accept change of mind returns when:

  • The return is requested within 14 days of delivery or collection
  • The product is unused, uninstalled and undamaged — never connected to gas, power or a flue, and never lit
  • It is in its original, undamaged packaging with all parts, manuals and accessories
  • You can provide proof of purchase (invoice or receipt)

Change of mind returns are subject to a 20% restocking fee.

You are responsible for all shipping and freight costs on a change of mind return. This includes the cost of returning the product to our Mornington showroom (or our collection fee if we arrange pick-up for you), and the original delivery charge, which is non-refundable. Products must be returned securely packed — any damage that occurs in transit back to us is also the customer’s responsibility.

Items We Can’t Accept for Change of Mind

  • Products that have been installed, connected, fitted or used
  • Special order, custom or made-to-order items (including custom finishes, sizes and flue kits)
  • Sale, clearance and ex-display stock
  • Price-matched items
  • Opened consumables such as bio-ethanol fuel, firelighters and cleaning products
  • Installation, flue work and delivery services once completed

Deposits paid on special order items are non-refundable for change of mind, as these products are ordered specifically for you. This does not affect your rights if a product is faulty.

Damaged or Incorrect Items on Delivery

Please inspect your order as soon as it arrives. If anything is damaged or not what you ordered:

  • Note any visible damage on the delivery paperwork before signing, where possible
  • Contact us within 48 hours of delivery with your order number and clear photos of the product and packaging
  • Keep the product and all packaging until we’ve resolved the issue
  • Please don’t install or use a damaged product

We’ll arrange a repair, replacement or refund at no cost to you, including any return freight.

Faulty Products & Warranty Claims

All fireplaces we sell come with the manufacturer’s warranty, in addition to your rights under the Australian Consumer Law. If you believe your product is faulty, contact us and we’ll help you through the process — including liaising with the manufacturer on your behalf.

Manufacturer warranties generally require gas and electrical fireplaces, and all flue installations, to be completed by an appropriately licensed installer in line with the manufacturer’s instructions and Australian Standards. Damage caused by incorrect installation, misuse, inappropriate fuel or lack of maintenance may not be covered by the manufacturer’s warranty.

How to Request a Return

Please contact us before sending anything back — returns can only be accepted with prior approval. Visit us in-store, call us, or email ignitemornington@gmail.com with:

  • Your name and order or invoice number
  • The product you’d like to return
  • The reason for the return, with photos if the product is damaged or faulty

We’ll confirm whether the return is approved and explain the next steps.

Refunds

Once we’ve received and inspected the returned product, approved refunds are processed to the original payment method within 10 business days. For change of mind returns, the restocking fee and any shipping or freight costs are deducted from, or not included in, the refund amount.

Contact Us

Ignite Fireplace Studio Mornington
63 Yuilles Road, Mornington VIC 3931
Phone: (03) 9702 7853
Email: ignitemornington@gmail.com