Returns and Refunds Policy

Legal Service Provider:
The online store emotionflame.com is owned and operated by:
AVEKO Jagiełło i Lewandowski sp. k.
Headquarters: ul. Dębowa 2, 84-207 Łężyce, Poland
Registered in the National Court Register (KRS): 0000834228
VAT ID (NIP): 5882457275
REGON: 385799944

We want your shopping experience to be fully satisfactory. However, if you are not happy with your purchase, you have the right to return the product or file a warranty claim.

1. Returns (Right of Withdrawal)

You have the right to return products purchased in our store within 14 days from the date you receive your order, without giving any reason.

If you decide to return an item, you may exchange it for another product or receive a full refund.

Eligibility for Returns:

  • The return request is made within 14 days of delivery.
  • The product has not been used, assembled, or damaged.
  • You possess the proof of purchase (receipt or invoice).
  • The product is returned in its original packaging or packaging that provides an equivalent level of protection (crucial for glass items).

How to Return a Product:

  1. Fill out the form: Complete our online return form or download the PDF Return Form and include it inside the package.
  2. Pack the product securely: Please ensure the fireplace is packed tightly. We highly recommend using the original Styrofoam and protective materials, especially on the corners, to prevent glass breakage during transport.
  3. Ship the package to:

    Aveko Jagiełło i Lewandowski sp.k.
    ul. Dębowa 2
    84-207 Lezyce
    Poland

⚠️ Important Note on Return Shipping Costs:
The customer is responsible for the direct cost of returning the goods.

Please be aware that our products are often shipped on pallets. Returning bulky goods from outside Poland can be costly for individual customers. The customer bears the risk of damage during the return shipment, so insurance is highly recommended.

Refund Process:

Once we receive your return, our team will inspect the product. We will process your refund within 14 days of receiving the returned item. The refund will be issued using the same payment method you used for the original transaction.

Promotional Items:

Products purchased during sales or special promotions are also eligible for returns and full refunds under the standard terms.

2. Warranty and Complaints (Defective Products)

All our electric fireplaces are covered by a 2-year manufacturer’s warranty. If you discover a defect or technical issue with your product, please do not send it back immediately. Instead, follow the warranty claim procedure below.

How to File a Complaint:

  1. Contact Us First:
  2. Await Instructions: After receiving your report, we will provide specific instructions on how to proceed (e.g., sending replacement parts, scheduling a repair, or arranging a pickup).
  3. Preparation (if return is required): Prepare the product along with all accessories (e.g., remote control), the warranty card, proof of purchase, and the complaint form. Secure the product carefully for transport using Styrofoam or adequate protection.

Note: If a product is confirmed to be defective or damaged upon arrival, we will cover the necessary shipping costs associated with the warranty claim.

Contact Us

If you have any questions regarding returns or the status of your refund, please contact us: