Return and Refund Policy
Overview
At DNK Hearth, customer satisfaction is important to us. If you are not completely satisfied with your purchase, eligible items may be returned in accordance with the policy below.
This Return and Refund Policy applies to products purchased directly from DNK Hearth.
Return Eligibility
Eligible products may be returned within 30 days from the shipment date.
To qualify for a return:
- The item must be unused or slightly used and remain in good resalable condition
- The item must include all original manufacturer packaging, manuals, accessories, and included components
- The product must not contain excessive damage, misuse, missing parts, or alterations
- All promotional items or free gifts included with the order must also be returned
- The original packaging must not contain excessive markings, labels, or writing
Returns that do not meet these conditions may be denied.
Return Authorization (RMA)
All returns require an approved Return Merchandise Authorization (RMA) number issued by our customer service team.
Returns shipped without an authorized RMA number may be refused or returned to sender.
To request a return authorization, customers must contact our customer service department within the applicable return period.
Incorrect, Damaged, or Defective Items
If you receive:
- an incorrect product,
- a damaged item,
- or a product with a manufacturing defect,
please contact us promptly after delivery.
If the issue is confirmed, DNK Hearth will provide a replacement, exchange, or refund at no additional cost to the customer.
Photos of the product and packaging may be required for verification purposes.
Exchanges
Eligible products may be exchanged subject to product availability and approval by our customer service department.
Return Shipping
For approved returns, a prepaid return shipping label may be provided depending on the return reason and product category.
Certain oversized, freight-shipped, or specialty products may require return shipping through an approved freight carrier.
Customers should retain all tracking information until the return process is completed.
DNK Hearth is not responsible for returns lost or damaged during transit if shipped using an unauthorized shipping method.
Non-Returnable Items
The following items are not eligible for return unless damaged or defective upon arrival:
- Custom or special-order products
- Used products showing excessive wear or damage
- Products missing original packaging or components
- Clearance or final-sale items
- Gift cards
Refund Processing
Once the returned item is received and inspected, approved refunds are processed within 2 business days to the original payment method used for the purchase.
Depending on the financial institution, additional processing time may apply before the refund appears on the customer’s account.
DNK Hearth does not charge restocking fees for approved returns.
Order Cancellations
Orders may be canceled before shipment for a full refund.
If an order has already shipped, the order will be subject to the standard return process outlined above.
Contact Information
Customers may contact our customer service department regarding returns, refunds, exchanges, or order issues using the contact information provided on our website: