Convert your existing outdoor fire pit or fireplace to a Real Flame gel fuel fire! Enjoy an outdoor fire without smelling like one. This log set comes complete with lava rock and lift tool and will burn up to two (2) cans of Real Flame gel fuel.
Real Flame is the original, portable ventless fireplace (no chimney required) and gel fuel designed to add ambiance to any room. Real Flame is the leading brand of gel fuel on the market. Lasting up to three hours, each can creates bright yellow, orange and red flames that crackle just like a real fire. Best of all, Real Flame gel fuel is an environmentally friendly, clean-burning gel that does not leave any messy soot, smoke or ashes behind.
Ships to the 48 Continental United States.This item ships via FedEx or UPS (depending on your zip code). Once shipped, you will receive a tracking number via the email address you provide. Ground shipments usually arrive within 2-5 business days after shipment. Please inspect the package when it arrives to determine if damage occurred during shipping. If a box is crushed, wet or severely damaged, reject the shipment and do not sign for it. The item will be returned to us, which allows us to file a claim. We will then be able to ship your replacement item within 24 hours.
If damage during shipping is discovered after delivery, contact customer service immediately so a claim can be filed. Please retain all damaged items and shipping materials, as the carrier may need to perform an inspection.
At Ventless Fireplace Source, customer satisfaction is a measure of how products and services supplied by our company meet or surpass your expectations. Through our testimonies, our satisfied customers speak for themselves. Every day we strive to ensure that all of our customer needs and expectations are met. We want to establish and maintain a relationship that is built on QUALITY products and service that Ventless Fireplace Source provides to both commercial and residential clients worldwide.
You may return your purchase within 90 days of receipt for a refund of the purchase price excluding shipping costs and a 15% restocking fee. Customers are responsible for return shipping unless we agree to accept an item as defective or damaged. We will refund original shipping charges only if we made a shipping error.
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, assuming they adhere to Real Flame's return guidelines and policy below.
All returns will require a valid Return Merchandise Authorization number (RMA) issued by our customer service team at Ventless Fireplace Source. Please call 1-800-510-8325 to start your RMA process. Items returned without an RMA will not be considered for a refund. You have 90 days from the time you receive your shipment to request an RMA. The RMA will expire 15 days after it is issued and cannot be extended or re-issued. A valid RMA number must be written clearly on the shipping label or box. No refunds will be issued for incomplete or unauthorized returns.
Refunds will be issued after items arrive in our warehouse and are inspected. It may take three to five weeks from the date we receive an item for your account to be credited. Real Flame reserves the right to refuse any returned product. Please refer to our return guidelines for further information.
Return Guidelines:
1) No returns will be accepted more than 90 days after you receive the merchandise. Unfortunately, we cannot allow any exceptions to our return policy
2) We will not accept damaged merchandise that was not inspected by the customer at the time of original delivery and was not reported or claimed within 48 hours of receipt. If the customer signs for delivery and does not report any damage to the shipping company, or to Ventless Fireplace Source, then it's the customer's responsibility to file a claim for damages with the shipping company.
3) No returns or exchanges on discontinued items.
4) All returned products will be inspected. Any item that is returned as defective and is found not to be so will be subject to a 25% handling fee as well as the restocking fee of 15% plus all shipping costs.
5) If non-returnable items are sent back, no credit will be issued. The customer will be responsible for shipping charges. Items will be re-sent upon receipt of payment for shipping charges. Items will be deemed abandoned if we are not contacted within 30 days from the date we receive the merchandise.
6) If a customer refuses to accept a shipped order without setting up an RMA, then the customer will be responsible for all shipping costs. Also, a 25% processing fee will be assessed with the standard 15% restocking fee.
Products that cannot be returned or exchanged:
1) Packages without an RMA (Return Merchandise Authorization)
2) Product that has been used or shows signs of assembly
3) Any discontinued product
4) Any parts or replacement parts
5) Product not in original packaging
Gel Fuel Return or Replacement:
1) Real Flame will not accept any fuel returned without an RMA from our Customer Service Department at 1-800-510-8325.
2) Any fuel container that you believe is damaged must be reported within 48 hours of receiving the shipment. If reported after 48 hours, Real Flame is no longer responsible for issuing an RMA or a replacement.
3) Our Real Flame Gel Fuel is clearly marked to last at least one year from the date of purchase. Any fuel that is older than one year is not returnable.
4) If you believe the fuel is defective, you must call our Customer Service Department as soon as possible. We will then assess your concerns and help find a solution.
Refused Shipment:
If a customer refuses an order in transit without notifying our Customer Service Department and getting an RMA, the customer will be responsible for all shipping costs including original shipping fees and return shipping fees. Real Flame will also charge a 25% handling fee to cover the costs of additional processing and treat the refused shipment as a general return, with the routine 15% restocking fee added.
Damaged Shipment:
It is imperative to check all packaging before accepting your order. If the packaging has any sign of damage, refuse the package and note the damage on the box. Please call our Customer Service Department immediately at 1-800-510-8325 and report the damaged package. If damage is not reported within 48 hours after receiving package, Ventless Fireplace Source will no longer be responsible for issuing an RMA or replacing the damaged product. After you sign for the package it becomes your responsibility to make claims with the shipping company to recoup any damages. Please be sure to inspect all packaging before you sign for them.
