Refund policy
Last updated: 2026-11-03
We want you to get the right part. If something isn't right, here is how returns work at Regency Fireplace Parts, operated by Friendly Fires Inc., 981 Hwy 7, Peterborough, ON K9J 6X7. Questions: support@regencyfireplaceparts.com or (705) 741-1900.
Return window
You may return eligible items within 14 days of delivery. Please contact us for a return authorization before sending anything back. We can't process returns that arrive without one.
Condition
To be eligible, an item must be unused and uninstalled, in its original undamaged packaging, and complete with all hardware, accessories and documentation.
Items that can't be returned for a change of mind
- Items marked "Non-returnable" on the product page. You'll be asked to confirm this before adding them to your cart. This includes many gas, pellet and electrical components.
- Special-order or non-stock items sourced specifically for you.
- Clearance, closeout or final-sale items.
This doesn't affect your rights if an item is defective, damaged in transit, or not what you ordered, and it doesn't affect warranty claims.
Restocking fee
A 20% restocking fee applies to returns of items that are not defective, damaged or shipped in error (for example, ordered by mistake or no longer needed). It is deducted from your refund. There is no restocking fee, and we cover return shipping, when the item was defective, damaged in transit, or not what you ordered. The fee is waived when a part doesn't fit a model we list it for (our listing error); it still applies when the part was ordered for the wrong model.
Return shipping
For change-of-mind returns, you pay return shipping. Please use a trackable service, because we can't refund items that don't reach us. If you are outside Canada, any duties, brokerage or import fees on the return are your responsibility and are deducted from the refund.
Damaged, defective or wrong items
If your order arrives damaged, please tell us within 3 business days of delivery. If an item is defective or not what you ordered, tell us within 14 days of delivery. Include your order number and photos. We will cover return shipping and send the correct item, or give a full refund including original shipping. No restocking fee applies. Defects that appear later are covered by our Limited Warranty.
Refunds
Once we receive and inspect your return, we'll email you the result. Approved refunds go to your original payment method within 10 business days. Your bank may take a few more days to post it. Original shipping charges are refunded only when the return is due to our error or a defect.
Exchanges
To exchange a part, return the eligible item and place a new order for the correct one. We're happy to help you confirm the right fit first.
Cancellations
Contact us as soon as possible. We can cancel any order that hasn't shipped and refund it in full. Once an order ships, the return process above applies.
How to start a return
Submit our Return Request Form with your order number and the part you want to return. We'll reply with a return authorization and instructions.
Nothing in this policy limits any rights you have under applicable consumer protection law.