Refund policy

Returns
Due to the nature of our business, returns are evaluated on a case-by-case basis. We do, however, provide replacements with appropriate documentation of damage upon arrival. We do everything in our power to avoid such damage, but unfortunately, shipping services do not always get it there as safely as hoped.

Please send back the original material in the state in which it arrived. You are responsible for return shipping. Once we have received the original material, we will send discussed replacement.

Refunds (if applicable)
Should a refund be deemed appropriate, you will receive payment on the credit card on file. 

Late or missing refunds (if applicable)
If you do not receive your refund within 7 business days, first contact your credit card company and/or bank. Should the funds still not be available, please contact us at info@neuex.com.

Sale items (if applicable)
All sale items are final sale only. 

Shipping
To return your product, you should mail/ship your product to: Neuex Hearth Products, C/O JKS Wiles, 200 Davis Street, Chesterfield, SC 29709.

You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.