Our Commitment to Excellence
At Dimplex Officials, we understand that premium heating solutions deserve premium customer service. Our shipping and returns policies are designed with your complete satisfaction in mind, ensuring a seamless experience from order placement to delivery and beyond. We’re committed to bringing warmth and comfort to your spaces with the same care we put into crafting our exceptional products.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Delivery Time | Notes |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipment | Trackable service with insurance |
| Free Shipping | EMS | Free for orders over $50 | 15-25 business days after shipment | Economy service for qualifying orders |
Please Note: Delivery times are estimates and may vary based on destination, customs processing, and other factors beyond our control. We ship globally with the exception of some Asian countries and remote areas.
Accepted Payment Methods
We accept the following secure payment methods: Visa, MasterCard, JCB, and PayPal.
Returns & Exchanges Policy
Our Satisfaction Guarantee
We stand behind the quality of our premium heating solutions. If you’re not completely satisfied with your purchase, we’re here to help with a straightforward returns process.
Return & Exchange Eligibility
To be eligible for a return or exchange, items must meet the following criteria:
- Products must be in original condition with all tags and packaging intact
- Items must be received within the last 15 days
- Products must be unused and in resalable condition
- Items with manufacturing defects or damage during shipping
Non-Returnable Items
Due to hygiene and safety regulations, the following items cannot be returned or exchanged:
- Ethanol Fireplaces & Fire Pits (due to fuel residue concerns)
- Ventless Gas Appliances (safety regulations)
- Water Vapor Fireplaces (hygiene considerations)
- Custom or Special Order Items
- Products missing original packaging or accessories
- Items showing signs of use, installation, or wear
Return Process – Step by Step
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.
Step 2: Receive Return Authorization
We’ll email you a Return Authorization Number and detailed instructions. Returns without this authorization cannot be processed.
Step 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.
Step 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.
Step 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 Method | Processing Time | Notes |
|---|---|---|
| Credit Card/PayPal Refunds | 5-10 business days after return approval | Refunded to original payment method |
| Bank Transfer Refunds | 7-14 business days after return approval | Additional processing time may apply |
Important Refund Notes:
- Original shipping costs are non-refundable unless the return is due to our error
- A 15% restocking fee applies to opened but undamaged items (excluding defective products)
- Exchanges are subject to product availability
Exchange Process
If you’d like to exchange your item:
- 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.
Contact Our Returns Team
For returns-related inquiries, please contact our dedicated support team:
Email: [email protected]
Address: 4899 Wilson Street, Crowley Lake, US 93514
Response Time: 24-48 hours during business days
Return Request Template
To streamline your return process, copy and paste the template below into your email to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Email Body:
Dear Dimplex Officials Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Order Date]
Product Name: [Product Name]
Product SKU: [Product SKU if available]
Reason for Return/Exchange:
[Please select one: Defective Item / Wrong Item Received / Changed Mind / Size Exchange / Other – Please specify]
Preferred Resolution:
[Refund / Exchange for [Product Name & SKU]]
I confirm that the product is in its original condition with all packaging and accessories included.
Thank you for your assistance,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
We appreciate your trust in Dimplex Officials and are committed to ensuring your complete satisfaction with our premium heating solutions.
Last Updated: January 2024