The Bio Flame Xelo 19-Inch Built-in Ethanol Fireplace

At The Imperial Luxe, our priority is your satisfaction. This return and refund policy ensures transparency and ease of use, allowing you to shop with confidence.

Return Eligibility and Time Frame

• Return Period: You have 30 days from the date of delivery to initiate a return.
• Initiation Based on Delivery Date: Returns must be initiated based on the delivery date, not the purchase date.
• Eligibility Criteria: To qualify for a return, the item must be:
  • In the same condition as received, new, unopened or unused.
  • Retaining original packaging.
  • Free of custom modifications, unless the item is defective or damaged upon arrival.

Only products in NEW condition are eligible for return. We reserve the right to reject returns that show signs of use.

Please check the specific return guidelines on the product page for details applicable to your selected item.

Order Cancellations

• Cancellation Policy: You may cancel your order at any time before it is shipped without any additional charges.
• To initiate the cancellation, contact us as soon as possible at support@theimperialluxe.com or 855-799-1672.

Refund Process and Time Frames

• Processing Time: Once we receive and verify your returned item, refunds will be processed within 3 business days.
• Refund Method: Refunds will be issued to your original payment method.
• Refund Timeframe: It may take up to 5 business days for the refund to appear on your statement, depending on your bank or credit card company.

Initiating a Return

To initiate a return, please email support@theimperialluxe.com with:

• Your order number.
• The item(s) you wish to return.
• The reason for the return.

Customer Responsibility for Return Shipping

• Customer-Paid Shipping: You are responsible for return shipping costs for reasons such as changes of mind, fit issues, or finding a better price.
• The Imperial Luxe-Paid Shipping: We cover return shipping costs in cases of:
  • Defective or malfunctioning items.
  • Discrepancies between the product and its description or image.
  • Incorrect items shipped or missing components.
  • Damage upon arrival.

Please note: We do not offer return labels. You will be responsible for arranging and covering the costs of return shipping. Be sure to use a reliable shipping method with tracking to ensure your return is received.

Specific Return Scenarios

• Damaged on Arrival: Report any damage within 24 hours, with photos. This ensures a quick resolution.
• Faulty Manufacturing/Broken After Use: If your item has a defect, contact us immediately with photos or videos.
• Wrong Product Received: Notify us within 24 hours. We’ll cover the return shipping and send the correct item.
• Change of Mind: You can return the item within 30 days of delivery, but you'll be responsible for return shipping costs and a 20% restocking fee.

Exchanges

To exchange an item, return the original product first, then place a new order for the desired item. This ensures accurate inventory and quick replacement.

Restocking Fee

A 20% restocking fee applies to all returns, except for defective or incorrectly shipped items.

Inspection Upon Delivery

We encourage you to inspect your package upon delivery. Report any damage within 24 hours with photos, so we can take prompt action.

Customer Responsibility and Communication

By purchasing from The Imperial Luxe, you agree to the following:

• It is your responsibility to inspect the package upon delivery and report damage within 24 hours.
• Return shipping costs are your responsibility for cases of buyer’s remorse.
• Products must be returned in unopened and unused condition.
• If your order has already shipped, return shipping fees and a 20% restocking fee will apply.

Exception Returns and Refund Policy for Liberator Rocket Heaters

All sales are final. Returns and refunds for Liberator Rocket Heaters are generally not accepted, except in cases of valid warranty claims. The customer is responsible for all return shipping costs if a return is approved.

BOGO Promotions

For BOGO promotions, both items must be returned for a full refund. If only one item is returned, a replacement will be offered. If your order has already shipped, you will be responsible for return shipping charges and a possible restocking fee.

Contact Information

• Phone: 855-799-1672
• Email: support@theimperialluxe.com
• Business Hours: Monday to Friday, 9 AM to 5 PM EST
• Address: 5830 E 2nd St, Ste 7000 #11699, Casper WY 82609, United States

Thank you for choosing The Imperial Luxe! We are committed to ensuring your satisfaction.