Hart's Hearth & Homestead Policies
Page Updated; 07/25/2012
Policies in effect since; 12/17/2003
Tech Support Policies
60 Day Money-Back Guarantee
Defective or Damaged Merchandise
60 Day Money Back Guarantee:
If you do not care for the product you ordered and received from us, you
may return it for a refund. You must first contact us for a Return Authorization
Number (RMA) before you attempt to return anything. You may also log into
your account and request an RMA. The 60 days starts the day the product
was shipped and ends 11:59 PM on the 60th day. Refunds are as followed:
100% of purchase price for products returned 1-30 days after we ship, 75%
of purchase price for products returned 31-60 days after we ship (read
"Returns" policy below). No returns will be accepted and no refunds given after
60 days. Shipping charges are not refundable. If your purchase included
free shipping, the actual shipping and handling costs to ship the product to
you will be deducted from any refunds or credits that are due you for the
return. After 60 days the manufacturers warranty, if any, applies.
Guarantee/Returns Exclusions: All chimney pipe, stovepipe, reline
pipe and components (components include but are not limited to; anything
that is used for the application and/or installation of any pipe including
insulation), HomeSaver replacement fireplace screens, Top Hats, "special
order" products and ALL fireplace, and woodstove replacement parts,
including, but not limited to ALL Lennox and ALL Napoleon Parts are NOT
Returns must be in original packaging and in perfect condition for resale
in order to receive the above refund rates. Do not write on boxes that are
sent back, use only labels and do not overtape boxes. Please read the
"Guarantee Exclusions" above to find out what product is not returnable.
Products which are not in perfect shape (including, but not limited to, stains
and/or animal fur on rugs, used chimney and dryer vent brushes and rods,
consumer damaged products, etc.) will be refunded at the salvage rate of
25% of purchase price. Goods are to be returned, freight prepaid, along
with a copy of your invoice and explanation for return. If you received free
shipping on the product you are returning, the actual shipping and handling
costs to ship the product to you will be deducted from any refunds or credits
that are due you for the return.
Anything returned without a Return Authorization Number will be
Defective or Damaged Merchandise:
UPS and USPS;
In the very rare occurrence of your product arriving damaged, defective, or
missing parts, you must contact us immediately via email at
firstname.lastname@example.org or via phone at 1-877-602-FIRE (3473), option 3,
so we can remedy the problem right away. You will have 5 days from the
date your product was delivered to contact us and inform us of any
damaged or defective merchandise. After 5 days, you forfeit your right to
claim damaged and/or defective merchandise.
Check your product(s) thoroughly as soon as you receive them! We
want you to be pleased with our products and service. We will make any
corrections quickly, but we need your immediate inspection and attention.
Freight Truck Deliveries;
You MUST inspect the complete shipment for damage before signing for it.
If you sign for a freight delivery and discover damage after you sign, you
WILL NOT be able to make claim or recover for the damaged product.
Please, please, PLEASE inspect thourghly the whole shipment and refuse
or make note of any damage product has BEFORE signing. If you sign for
the shipment, it is yours and we cannot help with any damaged product. Our
hands are tied if you sign that the product was received in good shape and
it ends up that is was damaged.
Customers that have product with missing parts have 10
days in which to contact us.
We vow never to give, sell, or rent any information given by a customer to
any third party. Your information is held under the strictest confidence with
security measures in place. We do not send postal mailings, except
requested catalogs. If you opt-in to receive email newsletters and updates,
you may receive informational or promotional email, but it would be no more
than three times month in season, or once a month out of season. If at any
time you want to unsubscribe from our lists, please go to the bottom of any
newsletter we have sent and click the "unsubscribe" link, we will honor your
Due to some people passing bad checks to us, we must wait 10 days for all
checks to clear before shipping product. This includes online-checks, check
drafts, and checks sent through the mail. Money Order sales will be shipped
the day the Money Order is cashed.
Uplink Companies / Hart's Hearth Inc.
Copyright 2001 - 2013
Page Updated 08/01/2013
Hart's Hearth Inc.
2523 Middle Rd.
Trenton, NC 28585
Toll Free Phone#:
9AM to 5PM Mon. - Fri.
Closed: Sat. & Sun.
Most all orders placed
Monday thru Friday by
1:30 pm Eastern will be
shipped same day.
Tech Support, Customer
Service, and Order Takers
will be available during
office hours above.