FREE SHIPPING EVERY DAY!

Warranty & Return Policy

ELECTRIC FIREPLACES

INCLUDED IN STANDARD 1-YEAR WARRANTY (INCLUDED WITH FIREPLACE PURCHASE):

    • Replacement of any non-functioning electronic parts
    • Free Toll Free tech support (888-978-3531)

INCLUDED IN EXTENDED 2-YEAR WARRANTY:

    • 2-year warranty (2 years full replacement)
    • Replacement of any non-functioning parts
    • Toll-Free Customer Service & Support includes cleaning instructions for stain removal, cleaning products, and/or assistance from a professional cleaner or a repair technician.

TV LIFT MECHANISMS

Touchstone Home Products offers our customers a 5 year standard manufacturers warranty.

Our warranty includes:

    • Replacement of any non-functioning lift parts
    • Toll-Free Customer Service & Support

TV LIFT CABINETS

INCLUDED IN STANDARD 2-YEAR WARRANTY (INCLUDED WITH CABINET PURCHASE):

    • Replacement of any non-functioning electronic parts
    • Replacement of any non-functioning lift parts
    • Free Toll Free tech support (888-978-3531)
    • Coverage of InfraRed repeaters

INCLUDED IN EXTENDED 5-YEAR WARRANTY:

    • 5-year warranty (5 years full replacement) including any accidental food or beverage stain, heat mark, water ring, warping & lifting of veneer.
    • Replacement of any non-functioning lift parts
    • Toll-Free Customer Service & Support includes cleaning instructions for stain removal, cleaning products, and/or assistance from a professional cleaner or a repair technician.

TOUCHSTONE WARRANTY POLICY

  • Touchstone Home Products, Inc. ("Touchstone") warrants that its cabinet 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 two years from the date of purchase.
  • 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. Additionally, a 5 year enhanced warranty is available at the time of purchase, with any new Touchstone TV lift cabinet. For more information on coverage please visit our warranty page. 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 2-year warranty. Replacement parts ship via standard ground shipping

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.

RETURN POLICY

    RETURN/EXCHANGE POLICY - FIREPLACE UNITS, LIFTS, AND PARTS

    • There is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage. Any items that are returned without a return authorization will be refused and refund will not be issued.
    • While Touchstone Home Products includes Free Ground Shipping on all fireplace units at no extra charge, the customer is responsible for all shipping costs tied to the return of the fireplace back to Touchstone Home Products, as well as the original shipping costs from Touchstone to the customer. The fireplace unit must be returned in its original packaging. Returns of fireplace units without the original box and foams will be denied.
    • Returns/Exchanges received 30 days after we have issue you a return authorization will not be refused and refund will not be issued.
    • Please inspect your fireplace unit 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 7 days after delivery.
    • You must contact us for a Return Authorization number (RA#) by calling toll free our Customer Service at 888-978-3531. Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will be refused.
    • 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.
    • Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
    • ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY TOUCHSTONE HOME PRODUCTS. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.
    • If you have any further questions regarding shipping or returns, please call us at 888-978-3531 

      RETURN/EXCHANGE POLICY - TV CABINETS

      • There is a 25% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage. Any items that are returned without a return authorization will be refused.
      • While Touchstone Home Products includes shipping fees on all cabinets, the customer will be responsible for all shipping costs incurred for shipping the cabinet from Touchstone Home Products to the customer, as well as the cost of return shipping of the cabinet back to Touchstone Home Products in the event of a return or exchange for reasons other than defect or damage. The cabinet must returned in its original packaging. Cabinets not returned in original packaging will not be accepted and customer will be denied refund.
      • Please inspect your cabinet immediately upon receipt for shipping damages. Once you have inspected the cabinet and accepted delivery, we cannot take responsibility for shipping damages. So please inspect carefully.
      • You must contact Touchstone Home Products for a Return Authorization number (RA#) by calling our toll free Customer Service at 888-978-3531. Write this number on the outside of the box if you are sending a product back to us. Returns received without an RA# will be refused.
      • Return Authorizations must be requested within 30 days of delivery. Touchstone will not issue a Return Authorization on requests after 30 days post delivery. Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
      • Returns/Exchanges will not be accepted for cabinets finished in a custom color.
      • If you have any further questions regarding shipping or returns, please call us at 888-978-3531 

      COLOR AND DIMENSIONS

      • 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 of 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.
      • Custom Finishes: Touchstone offers custom finishing services for our line of Unfinished TV Lift Cabinets. Pricing starts at $500 for custom painting/staining for colors in our color catalog. Additional charges apply for paints/stains that need to be special ordered. If you are looking to match a certain color, please contact a Touchstone customer service representative to inquire about the colors available in our catalog. 

        PERSONAL INFORMATION

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