Refund policy
Effective Date: April 2026
1. Scope
This policy applies to all purchases made through www.firepitelements.com
2. Contact
Email: support@firepitelements.com
Phone: (424) 301-8070
Hours: Mon–Fri, 8:00 AM – 1:00 PM PT
3. Return Eligibility
We accept return requests within 30 days of delivery for eligible items.
To be eligible, items must be:
- Unused, undamaged, and in original packaging
- Include proof of purchase
Non-returnable items include:
- Used, installed, or assembled products
- Custom or special-order items
- Made-to-order products (varies by supplier)
- Items marked non-returnable on product pages
Many of our products (including Fire by Design, The Outdoor Plus, Fire Pit Art, and similar brands) are made-to-order and may not be eligible for return once production has begun.
4. Order Cancellation
Orders may be cancelled within 24–48 hours of purchase for a full refund.
After this period:
- Orders may already be in production
- Cancellations may be subject to supplier restocking fees or may no longer be possible
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect:
- You must report it within 24–48 hours of delivery
- Provide photos or videos of the issue
- Retain all packaging
We will:
- Coordinate with the carrier and supplier
- Offer repair, replacement, or refund depending on the case
If damage is visible upon delivery, we recommend refusing the shipment when possible.
6. Return Process (If Eligible)
If your item qualifies for return:
- Contact Customer Service to request approval
- Receive return instructions (RMA if applicable)
- Pack item securely in original packaging
- Ship within 15 days of approval
Return shipping:
- Customer is responsible unless item is defective or incorrect
- Freight items may require carrier coordination
7. Return Shipping Costs
Customers are responsible for return shipping unless:
- Item is defective
- Item is damaged on arrival
- Item received is incorrect
8. Refunds
Refunds are processed after inspection and approval.
- Refund method: original payment method
- Processing time: up to 14 business days
Partial refunds may apply if:
- Item is not in original condition
- Parts are missing
- Return is late or not approved
9. Exchanges
Exchanges are only available for:
- Damaged items
- Defective items
- Incorrect items
Change-of-mind exchanges are not guaranteed and may require return and repurchase.
10. Important Notes
- Freight deliveries must be inspected upon arrival
- Any visible damage must be noted at delivery or reported within 24–48 hours
- Failure to report within this timeframe may limit eligibility for claims
11. Legal Rights
This policy does not affect your statutory rights under applicable law.
12. Agreement
By purchasing from our website, you agree to this policy.
Firepit Elements, a Solvrum Brands LLC company