Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
Warranty & Return Policies
Real Flame®
7800 Northwestern Ave.
Racine, WI 53403
Jensen Metal Products, Inc., doing business as Real Flame®, warrants Real Flame vent-less
fireplaces and accessories to be free from defects in parts and workmanship under normal use and
service for a period of 90 days from the date of purchase. In the event of such defects Real Flame
will, at its option, replace the defective product or refund the purchase price. The foregoing is the
exclusive remedy and Real Flame disclaims all other warranties, including any implied warranty of
merchantability or fitness for a particular purpose. In addition, Real Flame will not be responsible
for consequential damages in excess of the purchase price of the product on which such liability is
based. Electric fireplaces carry a one-year warranty on the electric firebox only.
Return Policy
You may return your purchase within 90 days of receipt. No refunds will be issued for incomplete
or unauthorized returns. All returned products must be 100% complete, adequately packaged in
original packaging and in resalable condition. Products that have been assembled or modified will
not be eligible for return. All items must be returned in their entirety, meaning all items included
must be returned together. No returns or exchanges on discontinued items. Please begin the return
process by contacting the store or company where you bought your Real Flame item.
Replacement Parts
In the event that an item has been lost or damaged either by the manufacturer or in shipping you
may request a replacement. Replacement parts are not available for all units and only given at Real
Flame’s discretion. We will assess any damage and find a solution, which could include ordering
and shipping a replacement to you. No replacements are available for discontinued items or
repackaged (open box) products. Please call Real Flame Customer Service at 800-654-1704 for
replacement parts before returning the damaged item. Please have the following information,
which can be found in your instruction manual, ready before you call Customer Service.
• Model Number of Item
• 4-8 digit Part Number
• Lot Code Number
• Shipping Address
• A picture of the damaged item may be requested. Pictures should be
sent to custserv@realflame.com
Incorrect Order Received
If you received something other than you ordered, please contact Real Flame Customer Service at
800-654-1704 within 48 hours of receiving the item.
Please refer to www.Realflame.com for our complete return guidelines and policies.
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