Refund for Accessories & Small Items

We want you to be happy with your order! If you are not satisfied with your order you may return it within 30 days of your receipt of merchandise. We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable, and in some cases, restocking fees may apply, at our discretion. Here are the exceptions and clarifications:
• Ship the item/s back as soon as possible, to ensure it is received in our warehouse within 30 days from the delivery date.
• It must be in new condition, with all original inserts, packaging, accessories and labels.
• The refund will be processed after inspection and is subject to the condition in which the item was received at our warehouse.
 
Fire Pits, Furniture & Oversized Items Return Policy (Freight Shipping)

• Ship the item/s back as soon as possible, to ensure it is received in our warehouse within 45 days from the delivery date.
• It must be in new condition, with all original inserts, packaging, accessories and labels.
• The refund will be processed after inspection and is subject to the condition in which the item was received.

You become responsible for shipping and/or restocking fees under the following conditions:
If the item is refused without inspecting it
• An item that is not defective or damaged is returned to us
• You schedule a delivery appointment with the carrier and miss it.
After we receive the item, we must inspect it, and ensure that it was returned with all accessories, manuals, inserts and its original packaging. The amount of the partial refund is subject to the condition in which the item is received and is at our own and sole discretion.
 


Local Orders 

Please be advised that orders placed in our showroom, and/or delivered with white glove service are NON-REFUNDABLE. Upon inspection, and within the first 30 days from the delivery date, we can offer store credit for the value of the merchandise, valid for 1 year from the day it’s received at our warehouse.  Shipping, White Glove and Assembly Fees are NON-REFUNDABLE. Restocking fees may apply.
 
Damaged or Defective Items

Please make sure to inspect the item while the carrier is still at your premises. If you receive an item that is defective or damaged, you should make sure to clearly note it in the Bill of Lading and all copies of the delivery receipt, and make sure to notify us within 24 hours of the delivery either by phone or via email, including pictures of the item, where it can be appreciated in detail the extent of the damages.

Please, do not sign the Bill of Lading until you have completely inspected the item: make sure to not wait to inspect the item (even if you are going through a remodeling process or moving). Failure to report damages in a timely manner can reduce the amount of the refund.

When you sign for your delivery, you are stating that your order was delivered to you in good condition, without damages or defects. Depending on the extent of the damages, you can note them on the receipts and bill of lading. If your order presents extensive damages, you must call our Customer Service Line for approval, refuse the item and write “Refused due to Damage” on the BOL. If you fail to call our Customer Service line before refusing the item, you may incur in restocking and/or storage fees.

For delivery services that do not require a signature, please make sure that you thoroughly inspect the item, as soon as received, and report any damages to us within the first 24 hours.

Do not discard the damaged item or packing material until being instructed to proceed to do so, as it might be necessary to return it, or for the carrier to inspect it to process a claim.

 

Returning an Item
 
If your order was incorrectly processed, damaged or defective, depending on your specific case, we will do our best to make it right for you by:

•      Sending you a replacement, parts or accessories.
•      Processing a partial or full refund
•      If the product is returned, and it is not defective, shipping charges and/or restocking fees will apply, and your refund will be processed as partial.
Please note, our Windguards are made of glass, so although they are packaged in the best manner possible, damage during transit may happen. Accessorial items like this, are also not included in the price of the unit and are just additions. Because of this, a broken Windguard,fire glass, damage lid or defect on any accessory will not be a valid reason for a return and a restocking fee will be charged.
 
Please allow 7-10 days after the item is received for the refund to process on our end. After that, the time frame for the funds to be readily available will be determined by your bank policies.
 
Final Sale/Clearance Items

Due to the generous discounts applied towards these items, we do not accept returns of Final Sale/Clearance merchandise. These items are sold “as is”. Be aware that sometimes these might present small defects that won’t affect its performance (like scratches).
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