Returns & Refunds Policy
To initiate the return process, please email us at hello@houswise.com with your order number and the products you wish to return. You have 90 days from the date you receive your order to send it back. Please be aware that a $10 processing fee will be deducted from your refund. We strongly recommend using a trackable shipping service or purchasing shipping insurance to ensure your return reaches us safely.
For a return to be accepted, the product must be in its original condition and packaging and must not have been used. Additionally, if the product is brand new and within its original packaging, customers must provide trackable shipping information to avoid issues with missing packages. We will not accept returns for products that have been damaged by the customer or are not in their original condition. Bioethanol fireplace fuel is non-returnable whether new or used without any exception due to its flammable nature. Additionally, shipping protection and expedited shipping fees are non-refundable.
We strive to process all returns as quickly as possible, but please allow up to 7 days for your request to be processed. Once your return has been received and processed, we will issue a refund to your original payment method.
If you have not received your refund within 14 days of our receipt of your return, please contact us at hello@houswise.com. We will do our best to resolve any issues as quickly as possible.
Damaged or Defective Products
If your product arrived damaged, defective, or if you received the wrong product, please contact us within 90 days of receiving your order. You won’t need to return the item—we’ll send you a replacement to make it right.
Order Cancellation
You may cancel your order within 12 hours of purchase. Please get in touch with us within this time frame since our orders are immediately submitted to our fulfillment and logistics for processing the following morning, and we do not accept cancellations made outside of the 12-hour window.
If you need to correct an error in your order or shipping details, please contact us as soon as possible before the item ships. We would be pleased to assist you.
Product Never Arrived
Our estimated shipping time is 5-8 business days (excluding processing time of 1-3 business days). If your order has not arrived within this timeframe, please allow an additional 5 business days before contacting us, as delays beyond our control may occur. If your order has not arrived within 15 business days, we will send a replacement immediately.
Need Assistance?
We value your satisfaction! If you have any questions or concerns, please contact us:
📧 Email: hello@houswise.com
Available Monday – Friday, 9:00 AM – 5:00 PM EST