Returns & Exchanges

Our Commitment to Your Satisfaction

At Dimplex Officials, we take pride in delivering premium heating solutions that bring warmth and comfort to your spaces. Just as we meticulously craft our fireplaces and heating products, we’ve designed a returns and exchanges process that reflects our commitment to excellence and customer care.

We understand that sometimes a product may not meet your expectations, and we’re here to ensure your experience with us remains exceptional from purchase to post-delivery support.

Return & Exchange Eligibility

Eligible for Return/Exchange:

• Products in original condition with all tags and packaging intact
• Items received within the last 15 days
• Products that are unused and in resalable condition
• Items with manufacturing defects or damage during shipping

Return Process – Step by Step

1 Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order. Provide your order number and reason for return.

2 Receive Return Authorization
We’ll email you a Return Authorization Number and detailed instructions. Returns without this authorization cannot be processed.

3 Package Your Item
Securely pack the product in its original packaging with all accessories, manuals, and documentation. Include the return form provided in your email.

4 Ship Your Return
Use the shipping label provided or ship to our warehouse address. We recommend using a trackable shipping service and retaining your tracking number.

5 Inspection & Processing
Once received, our quality team will inspect the item (typically within 3-5 business days). We’ll notify you via email about the status of your return.

Refund Information

Refund Timeline:

• Credit Card/PayPal Refunds: 5-10 business days after return approval
• Bank Transfer Refunds: 7-14 business days after return approval
• Original Shipping Costs: Non-refundable unless return is due to our error
• Restocking Fee: 15% for opened but undamaged items (excluding defective products)

Exchange Process:

Exchanges are subject to product availability. If your requested exchange item is available, we’ll ship it once we receive your return. For unavailable items, we’ll process a refund and you can place a new order.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery. We’ll arrange for a replacement at no additional cost to you. Photos of the damage or defect are required for processing your claim.