Starfire Direct accepts returns within 30 days of delivery on standard, “off the shelf” products that are new, unused, complete, and in resalable condition. Once the returned item is received and inspected at our facility, a refund will be processed, minus any applicable return shipping fees. Some exceptions apply, depending on the product.
Restocking Fees:
- When Restocking Fees Apply:
If the product can be returned to inventory without additional work, no restocking fee will apply. However, if the item requires repackaging or additional parts to restore it to resalable condition, a restocking fee of 10% to 25% may be deducted from your refund, depending on the nature of the product.
Third-Party Returns:
- Supplier Policies:
Since we work with a variety of suppliers, some returns may be subject to the return policies of the supplier. If your return incurs a fee from one of our third-party suppliers, this fee will be deducted from your refund.
Shipping Fees:
- Shipping Fee Deductions:
Even if your order included “Free Shipping,” the shipping cost was covered by Starfire Direct. When a product is returned, the original shipping costs, along with the return shipping cost, will be deducted from your refund.
Denied Returns:
- When Returns Are Denied:
Starfire Direct reserves the right to deny returns for products that are returned damaged, used, scratched, burned, broken, bent, or otherwise not in new, resalable condition. If the item was damaged during return shipping or shows signs of use, the return may be denied, and the product will be shipped back to you. To avoid this situation, we recommend using the original packaging materials (pallet, crate, wrapping, etc.). Disposing of the original packaging may also affect the eligibility for return or replacement.
Custom and Special Order Products:
- Ineligible for Return:
Custom-made and special-order products are generally not eligible for return or exchange. These items include products with custom finishes, fabrics, colors, or ignition types that were made to order. All sales for these items are final, but if an error occurred on our end, we will gladly take responsibility and offer a replacement or refund at no cost to you.
Items Ineligible for Return:
Some items are not eligible for returns, including but not limited to:
- Fire pits with custom finishes, colors, or ignition types.
- Patio furniture with custom finishes or fabrics.
- Vent-free fireplace burner systems (cannot be resold once opened).
- Grills that have been used, burned, or cooked on.
- Custom-designed umbrellas with specific finishes or fabrics.
- Gas logs, fire balls, or fire shapes that have been installed or burned.
- Fireplace remote controls that are incompatible with your setup.
- Any custom-built or special-ordered product for your project.
How to Start a Return:
To initiate a return, please contact our customer service team. We will guide you through the return process and ensure that your return is handled promptly and efficiently.