Return and Refund Policy
Effective Date: August 25, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Smokey Mountain Hearth website located at https://smokeymountainhearth.com ("Website").
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
● Email: support@smokeymountainhearth.com
● Call/SMS: 865-217-6658
● Address: 5923 Kingston Pike, #161, Knoxville, TN 37919
● Hours: Monday–Friday, 10am-6pm EST
3. Return Eligibility
Customers in the USA have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
● Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
● Original Packaging: The item must be in the original packaging, with all labels and tags attached.
● Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
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Contact Customer Service:
● Email us at support@smokeymountainhearth.com or call 865-217-6658 within 7 days of receiving your order.
● Provide your order number and a detailed reason for the return.
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Return Authorization:
● After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
4.2 Preparing Your Return
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Package the Item Safely:
● Securely pack the item in its original packaging.
● Ensure all accessories, manuals, and free gifts are included.
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Include Documentation:
● Include the return authorization form and any necessary supporting documents or images.
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Attach Shipping Label:
● Download and print the return shipping label provided in our email.
● Affix the label to the outside of the package.
4.3 Shipping the Return
● Shipping Method:
● Use UPS or FedEx
● 4.3 Shipping the Return
● • Ship the package within 7 days of receiving the return authorization.
● • Use a trackable shipping method to ensure your package arrives safely.]
● Return Window:
● Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs
● Customer Responsibility:
● All return shipping costs are the responsibility of the customer
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
● Eligibility:
● Items must be unused, undamaged, and in original packaging.
● Return request must be made within 7 days of receipt.
● Refund:
● A refund will be issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
● Notification:
● Contact us within 48 hours of receiving the item.
● Documentation:
● Provide photos or videos of the defect or damage.
● Resolution:
● We will offer a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
● Notification:
● Inform us immediately upon receipt.
● Resolution:
● We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.
6.4 Product Never Arrived
● Notification:
● Contact us if your product does not arrive within the estimated delivery time.
● Resolution:
● We will initiate an investigation with the carrier.
● If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
● Before Shipment:
● You can cancel your order for a full refund if it has not yet been shipped.
● After Shipment:
● If the order has already been shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
● Custom or Personalized Products:
● Items made to your specifications or clearly personalized.
● Gift Cards
8. Refunds
8.1 Refund Conditions
● Approval:
● Refunds are issued after we receive and inspect the returned item.
● Notification:
● We will notify you via email regarding the approval or rejection of your refund.
● Condition:
● Items must meet the return eligibility criteria outlined in Section 3.
8.2 Refund Processing
● Method:
● Refunds will be processed to the original payment method used at the time of purchase.
● Time Frame:
● It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
● Condition Issues:
● Items not in original condition, damaged, or missing parts for reasons not due to our error.
● Late Returns:
● Items returned more than 14 days after delivery.
9. Exchanges
● Eligibility:
● We replace items if they are defective, damaged, or incorrect.
● Process:
● To request an exchange, contact us at support@smokeymountainhearth.com.
● Shipping Costs:
● For defective or incorrect items, we cover the shipping costs.
● For exchanges due to change of mind, customers are responsible for shipping costs.
10. Timelines
● Return Window:
● Returns must be reported within 7 days and shipped within 14 days of receiving the product.
● Return Processing:
● After receiving and inspecting the returned item, we will process the refund within 14 days.
● Refund Period:
● It may take up to another 14 days for the refund to appear in your account after approval, depending on your bank or credit card issuer.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
14. Questions and Support
For more information, please:
● Visit our FAQ Page
● Contact our Customer Service team:
● Email: support@smokeymountainhearth.com
● Call/SMS: 865-217-6658
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Sweet Beech Group, LLC DBA Smokey Mountain Hearth
Email: support@smokeymountainhearth.com
Call/SMS: 865-217-6658
Address:5923 Kingston Pike, #161, Knoxville, TN 37919