All of our fires, excluding ex-display sale items, are returnable for a full refund within 14 days. Return postage is at the customers expense. If the item reaches us unused and in its original packaging then we will be happy to arrange a refund or exchange for another item. Any price differences will need to be settled before your exchange can be shipped. Should you be outside of the 14 day timeframe, please contact our showroom number directly and we will advise of the restocking fee if applicable.