At Polar Bear Chimney Sweep, we are committed to providing you with high-quality products and a seamless shopping experience. However, to ensure the best service, we have implemented the following returns policy:

1. Return Eligibility

We accept returns under the following conditions:

• Products are returned within 30 days of the delivery date.

• Items are unused, uninstalled, and in their original packaging.

• You provide proof of purchase (receipt or order number).

2. Non-Returnable Items

For health, safety, and quality assurance reasons, the following items cannot be returned:

• Fireplaces and chimneys that have been installed or used.

• Pipes and accessories that have been opened or installed.

• Items that show signs of damage, misuse, or tampering.

• Missing Components: Items that are returned without all original parts, accessories, manuals, or packaging will not be accepted for return.

• Altered or Customized Products: Products that have been altered, customized, or modified in any way, such as custom-built fireplaces or pipes cut to specific measurements, are not eligible for return.

• We do not accept returns for fireplaces or pipes that have been damaged during installation or after use.

• If your item arrives damaged or defective, please contact us immediately within 48 hours of receiving the product. We will assist you in filing a claim with the shipping carrier and arrange for a replacement or refund.

• In the case of defective items, we may require photographic evidence to process the return or replacement.

• Final Sale or Clearance Items: Any items marked as "final sale" or purchased from a clearance section are not eligible for return. These sales are typically considered final and are not refundable or exchangeable.

3. Items Not Purchased from Our Store

• Any item not originally purchased from our store (e.g., products bought from third-party sellers, unauthorized retailers, or resale) cannot be returned.

4. Refunds

Once we receive your return, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method. Please note that shipping fees are non-refundable unless the return is due to our companies’ error.

5. Exchanges

If you'd like to exchange an item, please follow the same return process and place a new order for the item you want. You will be responsible for return shipping costs, and your exchange will be processed once the returned item is received.

Return Process

To initiate a return:

1. Contact our customer service team at polarbearchimneysweep@gmail.com or 903-821-0445 with your order details and reason for return.

2. We will provide you with a Return Authorization Number (RAN) and instructions for returning the product.

3. Pack the items securely in their original packaging. All returned items must be unused and in resellable condition.

4. The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part (e.g., defective or incorrect product sent).