Installation, Service and Maintenance Policies

Layaway Policy

A 50% deposit is required to place an in-stock product on layaway.  Deposits are not refundable after 7 calendar days.  Items must be paid for in full in no more than 120 calendar days; layaways not paid for in this time period will be cancelled and any deposits/payments will be forfeited. Non-stock, special order and custom items are not available for layaway.

Returns and Other Items

Returned items are welcomed within 30 calendar days of purchase with an original sales receipt and in their original packaging but are subject to a 20% restocking fee. We do not accept returns without a sales receipt and we do not accept returns after 30 calendar days.

Special orders, non-stock and custom items are non-refundable and require a non-refundable 50% deposit at the time of order with the balance due prior to installation or delivery. We do not accept returns on non-stock, special order, custom merchandise or wood items. These items will not be refunded.

All units must be picked up within one week of notification or a $30 storage charge will be applied at the beginning of each week thereafter.  We reserve the right to sell any product that is not picked up after 30 days and reorder that product.

Cash refunds in excess of $20 will be mailed to you in the form of a check, usually within 30 days from the date of request.  Credit card returns will be applied back to the card upon which they were charged. All refunds in excess of $100 require the approval of the General Manager or owner.

All parts orders must be paid in full at time of ordering.  A $20 charge for shipping and handling will apply to all orders under $100.

Customer Responsibilities

Customer is responsible for clearing a safe path or walkway.  Customer is responsible for framing and finishing work, including marble.  Customer is responsible for electric hook-up. We do not install through slate, steel or membrane roofs.

Fireplace, Wood Stove, Pellet Stove Installation Guidelines

Fireplace Village Installations will Include

• Setting the unit in place
• Setting the appropriate floor and/or wall protection, if required
• Installation and hook-up of all pipe, whether included or purchased separately
• Weatherizing the walls and/or roof area; installations are warranted against leakage for one year (excluding wind-driven rain)
• Clean-up of all materials
• Installation of wall-mounted thermostat and remote controls if the unit is a gas unit
• Running or hook-up of gas lines (separate charge applies)
• Obtaining gas permit (separate charge applies)
  

Not Included in Installation

• Running wires through walls (licensed electrician required)
• Clearing a safe path of travel (especially important during inclement weather)
• Acquiring building or other required permits, other than gas, for which a separate charge applies
• Framing and finishing, including marble and mantles

Additional Notes

• Moving/removing an old stove, chase pans, chimney liners, chimney caps and concrete cutting are available for additional charges.
• Units can only be installed if required clearances (specified by the manufacturer) and all local codes have been met.
• Any situation deemed unsafe by the installer will be respectfully declined.

Units Under Warranty

Parts: In most cases, defective parts are covered under warranty during the first year following purchase.  However, parts are covered under warranty only as determined by the manufacturer in its sole discretion after its inspection. It is recommended that you consult the manufacturer's warranty policy prior to purchase for full details.  If you are unwilling to wait for the manufacturer to inspect the part for defects before ordering the new parts, then payment in advance will be required (but will be refunded if the manufacturer subsequently determines the part to be defective).

Labor: During the first year following purchase, Fireplace Village will provide labor free of charge if the unit is determined to be defective in its assembly or manufacture.  A trip charge will be assessed if the unit was not installed by Fireplace Village.

Units Out of Warranty

The manufacturer's warranty and all parts coverage will be void if installation or service work has been performed by an unauthorized dealer or by someone other than a qualified technician.  The warranty is also void if the installation is not in conformance with installation instructions or local fire and building regulations.  If the unit has had any work performed on it by anyone other than an authorized dealer or qualified technician, then Fireplace Village will assess a trip charge and a surcharge in order to perform any work on the unit. Any unit determined to be out of warranty will incur labor and/or trip charges, and a separate charge for the installation of necessary parts will apply.

Units Purchased Elsewhere

We are permitted to service only those brands available in our stores.  Should a customer own a brand sold by our stores but purchased elsewhere, or if the unit’s origin is unknown, a surcharge will apply.  We regret that we are unable to cover warranties or perform warranty work on such units.  We regret that we are unable to service gas logs purchased elsewhere, regardless of brand.

Service and Maintenance Pricing

Prices do not include cleaning of venting. Payment in full required prior to the date of service.

Wood

$ 149  Â Â Â Â Â  Trip Charge/Diagnostic Charge*

*Minimum charge on all service calls

TBD  Â Â Â Â Â Â  Charge for installed parts or repairs quoted by service technician

Gas

$189  Â Â Â Â Â Â  Gas Unit Service (Includes Multi Point Safety Inspection and Cleaning of unit by Gas Certified Technician)

TBD  Â Â Â Â Â Â  Charge for installed parts or repairs quoted by service technician

Pellet

Venting must be cleaned prior to service call on unit

$199  Â Â Â Â Â Â  Pellet Unit Service (Includes Multi Point Safety Inspection and Cleaning of unit)

TBD  Â Â Â Â Â Â  Charge for installed parts or repairs quoted by service technician

Other

$149  Â Â Â Â Â Â  Trip Charge/Diagnostic Charge (minimum)

$199  Â Â Â Â Â Â  Delivery only (surcharge on certain units)

$150  Â Â Â Â Â Â  Surcharge for delivery of NZ6000, NZ3000, Equinox or Mansfield

$199  Â Â Â Â Â Â  Removal of old stove

$  99  Â Â Â Â Â Â  Surcharge under the following circumstance:

  Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â  a) unit not purchased from Fireplace Village

  Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â  b) unit not serviced/cleaned by an authorized dealer in the last two years, or

  Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â  c) work performed on unit by anyone other than an authorized dealer or qualified technician

Installation Pricing:  Labor Only

Venting priced separately unless specified

Free-Standing Wood Stove Installation

$325  Â Â Â Â Â Â  6” pipe outlets (incl .24 gauge pipe)

$450  Â Â Â Â Â Â  8” pipe outlets (incl oval to round VC starter)

Fireplace, Wood Stove, Fireplace Insert Installation

$450  Â Â Â Â Â Â  6” or 8” pipe outlets (up to 4 ft of liner)

$550  Â Â Â Â Â Â  6” or 8” pipe outlets (full stainless steel liner, if required by NFPA Safety Standards)

$550  Â Â Â Â Â Â  6” or 8” pipe outlets (All-fuel chimney liner, if required by NFPA Safety Standards)

Zero-Clearance Wood Fireplace Installation

$550  Â Â Â Â Â Â  Install through roof

$225   Â Â Â Â Â  Additional charge for chase pan installation (cost of chase pan not included)

Gas Fireplace, Gas Stove, Pellet Stove Installation

$550  Â Â Â Â Â Â  Up Vent / Insert (plus permit fee)

$395  Â Â Â Â Â Â  Direct Vent / Through wall (plus permit fee)

Other

$250   Â Â Â Â Â  Cutting into masonry (incl. sealing hole)

$195  Â Â Â Â Â Â  Glass Door Installation

Gas Connections and Installation

Quote required for all gas line tie-ins

$399 (approx.)  Â Â Â Â  Up to 10ft

$549 (approx.)  Â Â Â Â  11-25 ft

$699 (approx.)  Â Â Â Â  26-50 ft

$189  Â Â Â Â Â Â                 Gas hook up with line in place; gas logs

PAYMENT IN FULL REQUIRED PRIOR TO SCHEDULING OF ALL INSTALLATION AND SERVICE CALLS.