RealFlame 700 Manual

Warranty & Return Policies
Ninety-Day Warranty: The Jensen Company warrants Real Flame® vent-less fireplaces and
accessories to be free from defects in parts and workmanship under normal use and service
for a period of 90 days from date of shipment. In the event of such defect in parts or workman-
ship, Jensen will, at its option, replace the defective product or refund the purchase price to gel replaces and accessories
the extent of the defective product's replacement cost. The foregoing is the exclusive remedy
and The Jensen Company disclaims all other warranties, including any implied warranty of
merchantability or fitness for a particular purpose. In addition, The Jensen Company will not be
responsible for consequential damages in excess of the purchase price of the product on
which such liability is based.
Replacement Parts: Replacement parts are available for most units. Occasionally, parts may
arrive damaged due to mishandling during shipping. If you are in need of a replacement part,
please contact our customer service department with the fireplace model number and part
number needed. We will ship out a replacement part due to shipping damage at no charge.
Returns: Please inspect all items immediately after receiving. We hope you will be completely
happy with your purchase. If you find within 15 days of receipt of your product that you do not
wish to keep it, you may return it unused by following our return procedure. Shipping charges
are not refundable unless the return is a result of our error. Return freight charges are the
responsibility of the buyer. Items must be returned in their original packaging.
All returns must be authorized. Product that has been used may not be returned. A 15%
restocking fee will be assessed on returned merchandise to compensate for repackaging,
warehousing and administrative labor. The return procedure is listed below. For specific
questions relating to returns or warranty, please contact Customer Service department toll-free
at 1-800-654-1704 or at custserv@realflame.com.
Step 1: Contact Customer Service department by phone or email to receive your Return
Merchandise Authorization number (RMA#). The RMA# is necessary for all returns. Please
indicate a reason for the return so we can better meet customer needs in future.
Step 2: Note your RMA# on the packing slip and repack the item in the original packaging. Be
sure to include your packing slip with the returned product.
Step 3: Include your RMA# on the outside of the box and ship the package back to us via
common carrier. Please provide us with the tracking number for your shipment.
Step 4: We will contact you when the package has been received and inspected. Provided a Model # 700
satisfactory return, we will credit your account for the returned merchandise less the applicable
restocking charges.
Envision Wall Fireplace
Customer Service:
1-800-654-1704 or
custserv@realflame.com
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