Return and Refund Policy

Effective Date: November 9, 2025

1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Gramberg Holdings LLC (FireLux Living) website at fireluxliving.com.

2. Contact Information
For questions about returns or refunds, please contact our customer service team:
Gramberg Holdings LLC (FireLux Living)
Email: sales@fireluxliving.com
Phone: (414) 755-9851
Address: 1506 County Road GG, New Richmond, WI 54017, United States
Support Hours:
Monday - Friday, 9:00 AM - 6:00 PM CST
Saturday, 9:00 AM - 3:00 PM CST

3. Return Eligibility
Customers within the United States may request a return within 14 days of delivery, subject to the following conditions:
• The item must be unused, undamaged, and in the same condition received.
• The item must be in the original packaging with all labels and materials included.
• Proof of purchase, such as a valid receipt or order confirmation, is required.

All returns must be shipped by mail using a trackable shipping method. We do not accept in-person returns at our physical location.

4. Order Cancellation Policy
Orders may be canceled for a full refund if the request is made before the order has been processed for shipment.

How to Request a Cancellation:
• Email: Send a cancellation request to sales@fireluxliving.com with your order number and reason for cancellation.
• Phone: Call (414) 755-9851 during business hours to speak with a customer service representative.
• Timeframe: Cancellation requests must be submitted within 24 hours of placing your order for guaranteed processing before shipment.

Cancellation Before Shipment:
If your order has been processed but has not yet shipped, we will make every effort to cancel it upon request. However, if the order has already been assigned a tracking number or picked up by the carrier, it cannot be canceled and must follow the standard return process once delivered.

Cancellation After Shipment:
Once an order has shipped, it cannot be canceled. You may refuse delivery or follow the return process after receiving the item.

5. How to Start a Return
To initiate a return, follow these steps:

Step 1: Contact Us
Email sales@fireluxliving.com or call (414) 755-9851 within 14 days of delivery. Include your order number, the item you wish to return, and the reason for the return.

Step 2: Receive Return Authorization
If your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed return instructions via email.

Step 3: Package the Item
Pack the item securely in its original packaging, including all accessories, manuals, and promotional materials. Include your RMA number inside the package.

Step 4: Ship the Return
Ship the package within 7 days of receiving return authorization using a trackable shipping method. Retain your tracking number for your records.

Step 5: Inspection and Refund
Once we receive and inspect your return, we will send you an email notification confirming receipt and approval or denial of your refund. Approved refunds will be processed to your original payment method.

6. Return Shipping Costs and Labels
Return Shipping Responsibility:
• Change of Mind or Non-Defective Returns: Customers are responsible for return shipping costs and must arrange and pay for return shipping.
• Defective, Damaged, or Incorrect Items: Gramberg Holdings LLC (FireLux Living) will provide a prepaid return shipping label at no cost to the customer.

Return Label Process:
We do not automatically provide prepaid return labels for all returns. Prepaid labels are issued only for items that arrived defective, damaged, or incorrect. For all other returns, customers must arrange and pay for return shipping using a carrier of their choice.

Used Defective Items:
We accept returns of used defective items if the defect occurred during normal use and is reported within 14 days of delivery. Products that fail due to manufacturing defects during normal operation are eligible for return or replacement even if they have been used. Items damaged due to misuse, improper installation, or failure to follow manufacturer instructions are not eligible for return.

7. Specific Return and Refund Conditions
Change of Mind:
Requests must be made within 14 days of delivery. The item must be unused and in original condition. A refund will be issued to the original payment method, minus a 25% restocking fee. Customer is responsible for return shipping costs.

Defective or Damaged Items:
Report damage or defects within 48 hours of delivery with clear photos of the issue. A replacement or full refund, including return shipping costs, will be issued. No restocking fee applies to defective or damaged items.

Incorrect Product Received:
Notify us immediately if you received the wrong item. We will provide a prepaid return label and send the correct product at no additional cost. No restocking fee applies.

Product Never Arrived:
If your shipment does not arrive within the estimated delivery window, contact us to initiate a carrier investigation. If confirmed lost, a replacement or full refund will be issued.

Restocking Fee Policy:
A 25% restocking fee applies only to returns for change of mind or non-defective items. Restocking fees never apply to defective, damaged, or incorrect items.

8. Exceptions
The following items cannot be returned or refunded:
• Custom or personalized items
• Perishable or consumable goods
• Intimate or sanitary products, including used saunas or opened accessories
• Gift cards and downloadable software
• Items that have been installed, wired, or permanently affixed to a structure
• Products that have been modified, altered, or used in violation of manufacturer instructions

9. Hazardous Goods and Special Return Restrictions
Because Gramberg Holdings LLC (FireLux Living) sells products that may involve heat, fire, combustion, electricity, gas, or other potentially hazardous components, special return restrictions apply to ensure safety and regulatory compliance.

Items That Cannot Be Returned:
• Products that have been installed, including fireplaces, fire features, electric heaters, saunas, gas appliances, or any items requiring electrical wiring or gas connections.
• Items that have been used to generate heat, fire, or combustion, even if used only once.
• Products with signs of installation attempts, such as mounting holes, electrical connections, or gas line attachments.
• Items damaged due to improper installation, misuse, or failure to follow manufacturer safety instructions.

Freight Damage and Inspection Requirements:
For large or heavy items shipped via freight carrier, customers must thoroughly inspect all packages before signing the delivery receipt. Visible damage must be noted on the Bill of Lading (BOL) or delivery receipt before accepting the shipment. Failure to document damage at the time of delivery may prevent return or refund approval.

Concealed Damage:
If damage is discovered after signing for delivery (concealed damage), you must:
• Contact us immediately at sales@fireluxliving.com or (414) 755-9851
• Retain all original packaging materials
• Take clear photos of the damage and packaging
• Report the damage within 48 hours of delivery

We will work with the freight carrier to file a concealed damage claim and arrange for replacement or refund as appropriate.

Packaging Requirements for Heavy Goods:
Returns of large or heavy items must be packaged securely using the original packaging materials, including pallets, crates, foam inserts, and protective wrapping. Improper packaging that results in return damage may void your refund eligibility.

Special Carrier Rules:
Returns of certain hazardous goods may require approval from the freight carrier and must comply with shipping regulations for restricted or hazardous materials. We will coordinate with you and the carrier to ensure safe and compliant return shipping.

10. Refunds
Refunds are processed once returned items are received and inspected. You will be notified by email whether your refund has been approved or denied. Approved refunds are credited to the original payment method. Processing time may take up to 14 days, depending on your payment provider.

Partial refunds may apply for items returned in non-original condition, missing parts, or returned outside the approved window.

11. Exchanges
We replace items only if they are defective, damaged, or incorrect. For exchange requests, contact sales@fireluxliving.com. Customers are responsible for shipping costs unless the exchange is due to our error.

12. Timelines
Returns must be initiated and shipped within 14 days of delivery. Once received and inspected, refunds are typically processed within 14 days. Depending on your payment provider, funds may take up to 14 additional days to appear in your account.

13. Legal Rights
This Return and Refund Policy does not affect any rights you may have under applicable consumer protection laws.

14. Acknowledgment
By completing a purchase on our website, you acknowledge and agree to this Return and Refund Policy.