Return Policy


Dimplex is committed to offering our customers the ability to buy with confidence. Therefore; we will refund your full purchase amount and waive re-stocking fees in the event you are dissatisfied with your purchase(s). This policy is subject to the following conditions;

  • The request to return must be received within 14 days of receiving the product(s)
  • Refunds requests must be submitted via email
  • Any item returned must be in sellable condition and in the original packaging
  • All refunds will be applied to the original payment method used for purchasing the returned items(s)
  • Return Shipping Charges will not be refunded

To start the return process, please email us directly here for a return authorization number and instructions on returning the product to us. We will respond to your request within 2 business days. For hours of operation please visit the Contact Us page.

Note: Please do not send your purchase back to us directly until requested to do so.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 8 weeks for a full return and refund to be processed and received.


Our team takes great pride ensuring that what we ship is what you get. We are committed to making sure you love our products when they arrive and years beyond. Your order is inspected prior to shipping to ensure all items are in excellent condition before they leave our facility and although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.

Before signing for the shipment inspect the carton and contents. Should you notice any damage, please note it on the delivery receipt (bill of lading), and if possible take a picture, refuse the shipment and contact us immediately.

Note: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt.

If you are unable to inspect the contents at the time of delivery, please inspect the outside of the carton and look for scuffs, crinkles, tears, rips, or wetness, etc. If the carton shows any of these the contents may be damaged. If possible take a picture and sign the delivery receipt “CARTON DAMAGED” and then contact us within 24 hours of delivery.