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If you could give us a little more information regarding the transaction and the occurrence that has led to the need for a potential refund, that would be helpful.
Thank you for your question.
The first question is whether the wood insert was supposed to emit smoke when the door was open. Additionally, is the allegations that the venting pipe was "smashed" during installation warranted? Was an improper non- UL used on the gas burner venting?
I do not know anything about fireplaces; however, if the above allegations are true, you may be found to have negligently installed the fireplaces. In which case, you may be held responsible for your customer's damages if you were to be sued. However, if the units were properly installed and you customer is blowing smoke because she has buyer's remorse, then you would not owe her anything. In that she can prove that work was done negligently, it may behoove you to bypass any sort of litigation and just refund her money and take back the fireplaces. However, if did not perform negligent work, and you desire to preserve your company name, you may with to defend any potential lawsuit against this customer by showing the court that you were not negligent and that the customer is just trying to get out of her purchase.
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