30 DAY MONEY BACK GUARANTEE | NO RESTOCKING FEES
If you are not satisfied with your purchase, we at The Outdoor Fireplace Store want to make it right. You can return the product within the 30 days after delivery for a full refund. We will not charge you any restocking fees like the other guys. We do however require that the item is in its original condition and packaging, and that it has not been used or modified in any way.
To start the return process, please submit a request to our team. You can do so by emailing firstname.lastname@example.org. Please include your order number and name of purchaser in the email. Someone from our team will be reaching back out to you with instructions on how to proceed. If you have the original email and invoice from our store, you can reply to that as well with the request to return the item.
We cannot accept a return if any of the following conditions apply:
- Products that have been used or modified in any way
- Items without the original packaging
- Damaged products (Please see Shipping Damage section below)
- Custom built to order products
- Accessories that come with the product
- Products eligible for parts under manufacturer's warranty
- Products received longer than 30 days
Please note that any return shipping is the customers' responsibility.
Due to the nature of the products, all refunds will be processed once the product has been returned. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and a refund will be issued to the original payment method.
Due to the nature of the products, please note that we cannot offer any refund to custom and build to order products.
If you prefer to exchange the received product and not return, we would be happy to help. Please reach out to our team for more information at email@example.com.
If you are missing any items in your order, please do let us know and we will make it right. Please reach out to our team at firstname.lastname@example.org for help. To be eligible, you must report the missing item within 14 days of delivery date.
If you receive any delivery that is damaged, we at the Outdoor Fireplace Store recommend the following:
If you see the damage while the driver is there, do not sign the accept delivery paperwork, and notify the driver of the damage. If the driver is willing to wait for you to review the actual product, and then you agree and sign the accept delivery paperwork, you will be responsible for the product and not eligible for a refund.
A product that is inside a box may not show damage. Inspect the box to make sure that no damage is present. If the driver can wait, open the box in front of the driver to inspect the product inside isn't damaged. If you see NO DAMAGE on the box or product, you can sign the accept delivery forms. If you accept the delivery with no box damage and the product is damaged, you must reach out to our team at email@example.com with pictures of damage within 24 hours of delivery.
If you receive an item on a crate, box, or pallet, please examine all sides of the delivery to make sure there is no damage. If damage is shown on the crate, box, pallet, or product itself, do not accept the delivery or sign the delivery acceptance form. If the driver is willing to wait while you examine and/or you accept the delivery, you will be responsible for the product and not eligible for a refund.
If order is received or refused, please reach out to our team at firstname.lastname@example.org within 24 hours to report the incident. Please do take photos showing the damages, which will help us in speed up the exchange process. Any product that has been delivered and no report of shipping damage has been submitted to our team, than it is not eligible for a refund.