Warranty & Return Policy

TO START A RETURN:

  1. Save your box! If you're not sure about your purchase, maintaining that original Touchstone shipping box will make your return much simpler.
  2. Carefully read through the return policy and warranty information below for detailed instructions.
  3. Contact Touchstone Home Products for a Return Authorization number (RMA#) by calling toll free our Customer Service at 800-215-1990. (Have your order number ready.)

Updated September 5, 2024

NOTE: Return policies refer to Touchstone direct purchases. If you purchased indirectly from Touchstone please contact your place of purchase regarding their return policy.

RETURNS: ELECTRIC FIREPLACES & RELATED SPARE PARTS

Electric Fireplace Return Policy

  • Touchstone Home Products will refund your purchase price should you be dissatisfied with your Touchstone Electric Fireplace.
  • You must notify us of your intent to return the fireplace within 30 days of purchase.
  • There is no restocking fee for fireplaces returned in original packaging in sellable condition.
  • This policy applies to cancellations made after a fireplace has been shipped or refused upon delivery.
  • You are responsible for return shipping costs and product must be returned using same shipping method as it was delivered.
  • Refunds can only be applied to the payment method used at purchase.

Return/Exchange Policy - Electric Fireplaces & Related Spare Parts

Please inspect your product immediately upon receipt for shipping damages and notify Touchstone Home Products immediately if there is damage. Return/refund will not be accepted for damage claims received past 14 days after delivery.

Return Authorizations must be requested within 30 days of delivery. Touchstone will not issue a Return Authorization if the request is received more than 30 days after delivery.

Returning a Fireplace? Follow these steps:

  1. Save your box! If you're not sure about your purchase, maintaining that original Touchstone shipping box will make your return much simpler.
  2. Contact Touchstone Home Products for a Return Authorization number (RMA#) by calling toll free our Customer Service at 800-215-1990. (Have your order number ready.)
  3. Be sure to write the Return Authorization number on the outside of the box you're sending back to Touchstone Home Products. Returns without an RMA# could be refused.
  4. Use your original packaging. If you ship back in non-original packaging your return could be refused and will affect your refund.
  5. Insure your shipment. Touchstone is not liable for damages in transit when sending back your return. Keep your tracking number handy for reference. 
  6. Return the package to us promptly. Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
Items must be shipped to:
Touchstone Returns
RMA (Insert RMA number)
208 Philips Rd
Exton, PA 19341

WARRANTY INFORMATION - ELECTRIC FIREPLACES & RELATED SPARE PARTS

Touchstone Home Products, Inc. ("Touchstone") warrants that its electric fireplaces and all mechanical parts related thereto (Product) shall be free from defects in materials and workmanship and shall be suitable for form, fit and function for one year from the date of purchase.

Included in Standard 1-Year Warranty – Valid for one year from date of purchase (Included with Fireplace purchase)

  • Replacement of any non-functioning electronic parts
  • Toll-Free tech support (800-215-1990)

Included in Extended 1-Year Warranty (Adds on to Standard 1-Year)

  • 2-year warranty (2 years full replacement) from date of purchase.
  • Replacement of any non-functioning electronic parts
  • Toll-Free tech support (800-215-1990)

Included in Extended 2-Year Warranty (Adds on to Standard 1-Year)

  • 3-year warranty (3 years full replacement) from date of purchase.
  • Replacement of any non-functioning electronic parts
  • Toll-Free tech support (800-215-1990)

Glass Panel Warranty Policy

The glass panels on our electric fireplaces are covered under warranty for mechanical defects and shipping damage. However, the warranty does not extend to damage caused by misuse, accidents, improper installation, or any alterations made to the fireplace.

Specifically: Covered by Warranty

  • Manufacturing defects
  • Damage occurring during shipping

Not Covered by Warranty

  • Breakage due to impact or dropping
  • Cracks from thermal stress caused by improper use
  • Scratches or chips from cleaning with abrasive materials
  • Damage from installation errors

We recommend carefully following the product manual for proper care and operation. Any modifications or use outside of intended guidelines may void the warranty. If you notice any issues with your glass panel upon delivery or during normal use, please contact our customer service team promptly to initiate a warranty claim. 


RETURNS AND WARRANTY: TV LIFT MECHANISMS & RELATED SPARE PARTS

Touchstone Home Products offers our customers a 5-year standard manufacturer’s warranty on TV Lift Mechanisms. Our warranty includes:

  • Replacement of any defective, non-functioning tv lift part
  • Toll-Free Customer Service & Support

Return/Exchange Policy – TV Lift Mechanisms & Parts

Please inspect your product immediately upon receipt for shipping damages and notify Touchstone Home Products immediately if there is damage. Return/refund will not be accepted for damage claims received past 14 days after delivery.

Return Authorizations must be requested within 30 days of delivery. Touchstone will not issue a Return Authorization if the request is received more than 30 days after delivery.

Returning a TV Lift Mechanism? Follow these steps:

  1. Save your box! If you're not sure about your purchase, maintaining that original Touchstone shipping box will make your return much simpler.
  2. Contact Touchstone Home Products for a Return Authorization number (RMA#) by calling toll free our Customer Service at 800-215-1990. (Have your order number ready.)
  3. Be sure to write the Return Authorization number on the outside of the box you're sending back to Touchstone Home Products. Returns without an RMA# could be refused.
  4. Use your original packaging. If you ship back in non-original packaging your return could be refused and will affect your refund.
  5. Insure your shipment. Touchstone is not liable for damages in transit when sending back your return. Keep your tracking number handy for reference. 
  6. Return the package to us promptly. Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.

Items must be shipped to:
Touchstone Returns
RMA (Insert RMA number)
208 Philips Rd
Exton, PA 19341


RETURNS AND WARRANTY: TV LIFT CABINETS

Included in Standard 2-Year Warranty – Valid for two years from date of purchase

  • Replacement of any defective, non-functioning cabinet parts (hinges, handles, lights)
  • Replacement of any defective, non-functioning lift parts (5-year on lift electronics)
  • Toll-Free tech support (800-215-1990)

Return/Exchange Policy – TV Lift Cabinets

Touchstone TV Lift Cabinets are heavy and costly to ship. Before you purchase be sure to consider the following terms of returns, limitations, and fees.

General Cabinet Return Info:

  • Return Authorizations must be requested within 30 days of delivery.
  • Returns/Exchanges received more than 30 days after Touchstone issues a return authorization will be denied and not refunded.
  • Returns/Exchanges will not be accepted for cabinets that have been stained, refinished, or painted, or if cabinet has been modified structurally, including holes or cuts.

TV Cabinet Color, Dimensions & Hidden Damages Disclaimer:

  • Furniture Size: On each page, under the specifications tab, you will find the dimensions of the product. Touchstone Home Products guarantees that each dimension is within +/- 0.5 inches (one-half inch) of what is listed for height, width, and depth for each cabinet and electric wall mounted fireplace. If you require exact dimensions, please feel free to contact a Touchstone Home Products customer service representative to assist you with the exact dimensions for each product.
  • Furniture Color: Touchstone can provide color samples for all our products upon request. If you require a true color match, please request a color sample prior to placing your order. Color matching is not a condition that qualifies for a return under this return policy. No warranty for color matching is expressed or implied.
  • Please inspect your TV Lift Cabinet immediately upon receipt for shipping damages. Claims for missing or damaged items must be reported within 14 days of date of delivery. Once you have inspected the cabinet and accepted delivery, we cannot take responsibility for shipping damages, so please inspect carefully. Claims submitted after 14 days from date of delivery will be denied.

TV Cabinet Return Fees:

  • There is a 25% restocking fee on TV Lift Cabinets returned/exchanged for any reason other than a product defect or shipping damage. Any items that are returned without a return authorization will be refused.
  • Customer is responsible for all shipping costs incurred for return shipping of the cabinet back to Touchstone Home Products in the event of a return or exchange for reasons other than defect or shipping damage.

Returning a TV Cabinet? Follow these steps below:

1. Save your box! If you're not sure about your purchase, maintaining that original Touchstone shipping crate will make your return much simpler.

2. Touchstone TV Cabinets require the original carton for acceptable return. When you contact Touchstone, you’ll need to prepare your cabinet for truck/liftgate pickup.

3. Contact Touchstone Home Products for a Return Authorization number (RMA#) by calling toll free our Customer Service at 800-215-1990. (Have your order number ready.)

4. Be sure to write the Return Authorization number on the outside of the crate you're sending back to Touchstone Home Products. Returns without an RMA# could be refused.

5. Use your original packaging. If you ship back in non-original packaging your return could be refused and will affect your refund.

6. Insure your shipment. Touchstone is not liable for damages in transit when sending back your return.

7. Return the package to us promptly. Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.

Items must be shipped to:
Touchstone Returns
RMA (Insert RMA number)
208 Philips Rd
Exton, PA 19341

Touchstone General Warranty Policy

Touchstone Home Products, Inc. ("Touchstone") warrants that its products and all mechanical parts related thereto (Product) shall be free from defects in materials and workmanship and shall be suitable for form, fit and function for the following periods from the date of purchase.

  • Electric Fireplaces – 1 Year
  • TV Lift Mechanisms – 5 Years
  • TV Lift Cabinets – 2 Years

In addition to the limitations set forth above, no warranty shall apply to any Product that has been: (i) modified, altered or adapted; (ii) maltreated or used in a manner other than in accordance with its intended purpose; (iii) repaired by a third party in a manner that fails to meet Touchstone's quality standards; (iv) improperly installed by any party other than Touchstone; (v) relocated, to the extent that the problems with the Product are attributable, in Touchstone's professional opinion, to such relocation; (vi) used directly or indirectly in supporting activities prohibited by the United States; (vii) purchased from any entity other than Touchstone or authorized partners; (viii) affected by normal wear and tear; (ix) damaged by accident, abuse, misuse, flood, fire, earthquake or other external causes; (x) cosmetic damage including, but not limited to, scratches, dents and broken plastic, as applicable; and/or (xi) damaged as a result of shipping, exposure to tobacco smoke/weather, terrorism, acts of God or failure to follow Touchstone's instructions. Touchstone shall not be responsible for any warranties other than those provided herein.

In no event shall Touchstone be liable or responsible for the expense of removal or installation of defective Product, incidental, consequential or liquidated damages, or for any other direct or indirect damage, loss, cost, expense, or fee.

This warranty does not cover any third-party products or hardware installed into, or attached to, the Product after the date of purchase. Further, if an installation fails or is damaged in a manner that causes damage to the Product, this warranty shall not cover such damage. Repair and/or replacement of any damaged components in these situations shall be subject to additional repair and/or replacement charges.

This warranty shall apply only to the Product purchased for the original purchaser's use and not for resale. Touchstone Home Products product warranty is depot based, and Touchstone is not responsible for any fees charged to the end-user by a third party for installation of parts covered under the standard warranty. Replacement parts ship via standard ground shipping within the United States and Canada.  Customers outside of the United States or Canada are responsible for International Shipping Charges on warranty and non-warranty replacement parts.

Purchases Made Through Authorized Resellers - Fireplaces

The Touchstone Home Products manufacturer’s warranty applies to products purchased through authorized resellers. Touchstone provides warranty service for 1 year from the purchase date listed on the original purchase receipt provided to the purchaser by the authorized reseller or 15 months from the Purchase Order (PO #) build date listed on the product sticker.

Online Auction Purchases

Online auction confirmations are not accepted for warranty verification. To obtain warranty service, an original or copy of the sales receipt from the original retailer is required. Touchstone will not replace missing components from any package purchased through an online auction.

Applicable Law

The Touchstone Home Products website is run and controlled in the Commonwealth of Pennsylvania, USA. As such the laws of the Commonwealth of Pennsylvania will govern these terms & conditions. Touchstone Home Products, Inc. reserves the right to make changes to the site and the disclaimers, terms, and conditions at any time.

Personal Information

When you order from Touchstone, you're sending sensitive information (such as your credit card number) to us via our checkout page. That information is encrypted and protected with SSL, the current industry-standard encryption protocol. We do not collect personal information when you browse.