Paragon - Direct Vent Pro

Paragon fireplaces come fitted with a Direct Vent Pro 5/8 universal collar. Montigo venting and power vents are not compatible with the Paragon Series.

PARAGON 36

40,000/40,000 BTU NG model with Proflame 2 IPI, 5/8 venting. Includes Micro mesh screen, Cement Board, Multi-Function remote to control the front and rear burner, 6-step variable flame height, Independent Rear burner on/off (70% turn down), Accent lighting on/off with 6-step dimming, Optional Dual fans on/off with 6-speed settings TruFlame Technology Catalyst allows large flame, extensive ember bed and clean burn.

Warranty:

To initiate the return process, customers must file an RMA within 60 days of the purchase. The RMA form must be filled out in its entirety and accompanied by pictures of the item(s) being returned. After the RMA form is submitted, our customer service team will begin the return process.

Return Policy:

Could you explain the process of obtaining an RMA (Return Merchandise Authorization)?

Return authorizations must first be approved. Eligible items for return must be in their original packaging and in a new, re-sellable condition.

Is there a re-stocking fee?

Yes. If eligible for a return, a 20% re-stocking fee will apply.

What if an RMA is issued by the manufacturer for a warranty?

Some manufacturers will request that warranty claim items be returned directly to them. In this instance, we will coordinate with the manufacturer and we will provide both the RMA and the BOLs to you.

If I refused damage product, will I need an RMA?

No. If product is refused due to damage, the freight claim will be automatically initiated by the carrier and returned. Please alert our customer service team immediately so we can coordinate a replacement shipment or issue a credit.

Is an RMA the same as a credit?

No. An RMA is simply documenting and approving the return of merchandise. Upon approval, credits will be issued and are handled on a case-by-case basis. For example, RMAs received in unsellable condition are not eligible for credit. To avoid running into a situation like that, it is best to ship your return in a way that minimizes damage. If the product is eligible for credit, it will be applied to the original invoice.

Can I return obsolete or special-order items?

No. Special order items cannot be canceled or returned once they have been ordered from the manufacturer. Obsolete or discontinued product cannot be returned once purchased.

What happens if I get an approved RMA but I don’t ship back the product?

RMA’s are valid for 60 days. If the items are not returned in new, re-sellable condition by that time the RMA will expire and the product will not be eligible for a new RMA.

What happens if the product I am returning is damaged or unsellable upon receipt?

It is our customers’ responsibility to return the product in the same new/undamaged condition in which it was received. If a returned product is damaged, it will not be eligible for credit. We are not responsible for items received damaged.

Can I return a product that has been installed or burned?

No. If a customer has installed or burned a product, the RMA will be denied. This is a liability issue and we are not responsible for any items once they have been installed and/or burned. If an item is believed to be defective, we will be happy to assist you with the warranty process.