Our Policy's


PAYMENT SCHEDULE: Product to be paid in full along with a fifty percent (50%) of the labor cost at time of purchase. The remaining balance will be due at the time of rough installation (the first installation trip), and/or upon the delivery of the product to the job site.
DAMAGED PRODUCT: Custom Fireplace will do its best to get damages replaced in a timely manner. Lead time for the replacement of the items is subject to the manufacturer's ETA.
CHANGES TO EXISTING ORDERS: Items added to an already approved order require payment in full at the time of acceptance.
RETURNS: All Purchases or cancellations are subject to a twenty-five (25%) restocking fee plus freight, to be collected at the time of return or cancellation. Manufactures restrictions may apply. ALL CUSTOM ORDERS ARE FINAL AND NON-REFUNDABLE. 
RETENTION OF TITLE: Title of Goods shall not pass to the Customer until the seller has been paid in full for the Goods and/or Services. 
RIGHT TO STOP WORK: Customer Fireplace, Patio & BBQ shall have the right to stop work if any payment shall not be made when due under this agreement and keep the job idle until all payments due are received.


ACCESS: Customer agrees to allow Custom Fireplace, Patio & BBQ crews and their equipment access to the property, provide
safe access for loading and unloading of equipment, clear and sound pathways and stairs.
FRAMING: Framing and structural preparation of the fireplace space is not included. Penetration through finished floors, walls, ceiling, roofs, and any other barriers is not included. The Customer shall be solely responsible for consulting the manufacturers framing and clearances; and for providing the installation manual to their Contractor. Custom Fireplace, Patio & BBQ will not responsible for incorrect framing; Customer will be responsible for framing fire stop platforms.
GAS & ELECTRICAL SERVICE: Installation of gas and electrical services is not included and must be done by others. Customer is solely responsible for referencing to the installation manual, and with their local building codes regarding any necessary exterior gas valves. Custom Fireplace, Patio & BBQ is not responsible for any cost that may be necessary for the Seller to access gas or electricity.
CHASE PANS & REDUCERS: Chase pans and reducers are not included unless it’s been otherwise discussed and specifically noted in the invoice at the time of purchase.
ROOF FLASHING: In the event Custom Fireplace, Patio & B.B.Q supplies the Customer with a roof flashing, Custom Fireplace, Patio & BBQ will not be responsible for installation
PAINTING: Painting of flues, tops, vent caps, flashing's, and any other vent chimney components is not included.
EXISTING CONDITIONS: Custom Fireplace, Patio & BBQ will notify the customer when (a) substrate or latent physical conditions at the site differing materially from those indicated prior to start of work, or (b) unknown physical conditions differing materially from those ordinarily encountered and generally recognized as usual. Any expense incurred due to such conditions shall be paid by the Customer as added Services.
CLEAN UP: Custom Fireplace, Patio & BBQ will remove from customer property any unused excess material created by the work, remove excess debris, and leave working area in a clean broom sweep condition.
DELAYS: Seller agrees to start and diligently pursue the Services described herein, but shall not be responsible for delays for any of the following reasons: failure of issuance of necessary building permits; omission of Customer or Customer’s employee or agents, acts of God; changes to the Services ordered by the Customer; failure of Customer to make payments when due; delays cause by inspection or changes ordered by inspectors; and delays caused by Contractors, Subcontractors or other Persons hired by the Customer.

Disclaimer: Customer is solely responsible to ensure their general contractor, subcontractor, handyman, and/or similar persons hired by Customer are in compliance with the manufacturers owner’s manual, and with the local building codes. Custom Fireplace, Patio & BBQ assumes no responsibility for their acts or omissions.


All Purchases or cancellations are subject to a twenty-five (25%) restocking fee plus freight, to be collected at the time of return or cancellation. Manufactures restrictions may apply. ALL CUSTOM ORDERS ARE FINAL AND NON-REFUNDABLE.