Napoleon Ascent™ 36 Direct Vent Gas Fireplace

Delivery time frames vary by product, carrier, and destination. Most parcel orders arrive within 7–10 business days after processing; freight and oversized items take longer and are scheduled directly with you before delivery. Estimated time frames are not guaranteed.

See shipping policy: Shipping Policy

Return & Refund Policy — Summary

Return Eligibility

• U.S. customers only
• Return requests must be made within 30 days of delivery
• Items must be unused, undamaged, and in original packaging
• All manuals, accessories, and components must be included
• Proof of purchase is required
• Returns that don’t meet these conditions may be denied or partially refunded

How to Start a Return

1. Contact Customer Service within 30 days of delivery
   
2. Provide your order number and reason for return
   
3. If approved, you’ll receive return instructions and (if required) an RMA
   
4. Ship the item within 7 days of approval using a trackable method

Return Shipping Costs

• Customers pay return shipping unless the issue is our error
• Original shipping fees are non-refundable

Specific Situations

Change of Mind

• Must meet standard return conditions
• Refund issued to original payment method
• 20% restocking fee applies

Defective or Damaged Items

• Must be reported within 7 days of delivery
• Photos or videos required
• We cover return shipping
• You’ll receive a replacement or full refund

Incorrect Item Received

• Report within 7 days
• Return shipping covered by us
• Replacement or refund provided

Order Never Arrived

• Contact Customer Service
• If confirmed lost, you’ll receive a replacement or full refund
  

Order Cancellations

• Within 24 hours (before shipment): full refund
• After shipment: must follow the return process

Non-Returnable Items

• Custom or personalized products
• Clearance or final-sale items (where noted)
• Gift cards
• Digital or downloadable products

Refunds

• Issued after the item is received and inspected
• Processed to the original payment method
• 5–7 business days after inspection (banks may take longer)
• Partial refunds may apply for used, incomplete, or non-compliant returns

Exchanges

• Only available for defective, damaged, or incorrect items
• Approved exchanges ship at no cost to you

Key Timelines

• Return request: within 30 days of delivery
• Return shipment: within 7 days of approval
• Refund processing: 5–7 business days after inspection
  

This policy does not affect any rights you may have under applicable consumer protection laws.

By placing an order on our website, you agree to these terms.