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Questions and answers
Warranty and spare parts
Using your electric fireplace
When was TAGU founded?
Who operates this store?
Where do you ship from?
How can I get in touch?
Where can I buy TAGU products?
Is VAT included in the price?
Can I reserve a product by adding it to my cart?
How can I apply a discount coupon or voucher to my order?
Is the electric firebox included in the price of the fireplace?
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What is the energy consumption and efficiency?
How many square meters does the fireplace heat up?
Does the fireplace make any wood crackling sounds?
Can I use the firebox without the heating function?
Can I use the heating function without the flame effect?
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Why is my card rejected when I pay at the checkout?
How long do refunds take?
Where is my refund sent?
Changes and cancellations
Can I change or correct my shipping address after I submit my order?
Can I change the products in my order?
How can I cancel my order?
I haven't received my order confirmation email, what should I do?
How can I track an active order?
Where can I find the invoice?
Can I get a VAT invoice for my business?
Can I get a credit note for canceled, returned or refunded orders?
How do you ship?
How long does the shipping take?
How are the products packed?
What is the weight of the boxes?
How can I track the shipment?
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Are all the models the same in terms of performance?
Can I place objects (small decoration, TV, etc.) on the mantel?
Can the fireplace be placed on a floor with underfloor heating?
Can the fireplace be placed on a balcony or covered terrace?
Do I need any tools or know-how for assembly?
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Is it safe to move the fireplace to another location once assembled?
Is it safe to place the fireplace on a carpet or rug?
Is it safe to use in proximity of children or pets?
Does the mantel or the glass get hot?
Is it safe to place the fireplace directly against the wall?
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Where can I download the user manual or assembly instructions?
Are there any video instructions?
How do I set the time and date?
How long does it take to replace my product or receive spare parts?
My electric firebox does not work properly or doesn't turn on. Can I get it repaired?
My firebox arrived damaged. Can I get it repaired or replaced?
The remote control is missing. Can I get a new one?
My fireplace mantel was damaged during shipping. What can I do?
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What is the warranty period?
What happens if I encounter issues with my product after the warranty has expired?
What is your return policy?
My product has quality issues. Can I return it?
How can I start a return?
How should I prepare the product for return?
When will I be refunded?