Acucraft’s Refund and Return Policy
Acucraft custom designs, builds and ships its products according to customer requirements. Typically, refunds and returns of custom built products are either not offered or are extremely limited. Acucraft, however, is pleased to offer the following refund and return policy:
The amount of refund is dependent on the amount of work that has been completed by Acucraft when a refund request is received. To request a refund, notify Acucraft as soon as possible via email to your Project Manager. Upon receipt of the email request, Acucraft will stop work and will provide email notification of the amount to be refunded within 10 business days. The refund amount will vary based on the production stage:
Prior to Design: 100% refund
Prior to Production: 100%, less design and planning time and costs as determined by Acucraft
After Start of Production: A refund may be provided in an amount determined by Acucraft on a case-by-case basis based on re-usable, salvageable or non-incurred costs.
All refund payments will be made by check within 30 days from the date of notification from Acucraft of the amount to be refunded.
Acucraft products are built for specific customer requirements. As a result, we custom design, build and ship our products. Due to the custom nature of its products, Acucraft does not accept returns of any custom firebox and related components, including but not limited to the main burner, pilot burner, gas control valve, glass media, log sets, firebricks, firescreens, blower assemblies, and thermostat controls.
Unopened flue and fan components and standard fireplaces without customization may be returned within 60 days of delivery. All returns must be accompanied by a return authorization number issued by Acucraft and must be made in the manner directed by Acucraft. All shipping costs are the responsibility of the customer. For a return authorization number and instructions, please email [email protected].
Following the receipt, inspection and acceptance of any authorized returns, Acucraft will provide a confirmation email notification including the amount to be refunded. All refund payments will be made by check within 30 days from the date of notification from Acucraft of the amount to be refunded.
The following re-stocking fees shall apply to returns:
Flue and Fans: 15%
Standard Fireplace (without customization): 25%
Acucraft is not responsible for any loss or damage during shipment. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
19672 172nd Street
Big Lake, MN 55309
Toll Free: (888)317-6499