Starfire Direct offers free returns within 30 days of delivery on select items (exceptions may apply). We strive to make the return process as simple and smooth as possible, but it’s important to understand the terms and conditions surrounding returns and exchanges.
Restocking Fees:
- When Restocking Fees Apply:
If the returned product can be received, inspected, and returned to inventory without additional effort, no restocking fee will apply. However, if the product requires repackaging or missing parts need replacement, a restocking fee of 10% to 25% may be deducted from your refund, depending on the product type.
Third-Party Returns:
- Supplier Policies:
Starfire Direct works with various suppliers, each of which may have their own return policies. If you are returning a product that incurs a fee from one of our suppliers, this fee will be applied to your return and deducted from your refund.
Shipping Fees:
- Does Not Apply to Select Items:
For select items, we offer free returns, meaning shipping fees will not apply. However, if shipping fees do apply, they will be deducted from your refund based on the product and the return shipping cost.
Denied Returns:
- When Returns Are Denied:
We reserve the right to deny returns for items that are returned damaged, used, scratched, burned, broken, bent, or otherwise not in new, resalable condition. If the product was damaged during return shipping, or if it shows signs of use, we will send it back to you and deny the refund request. To avoid this situation, please ensure that the item is packaged with care, using all original or adequate packing materials (box, packaging material, wrapping, etc.). If the original packaging is lost or disposed of, it may affect the eligibility for return or replacement.
Items Ineligible for Return:
Some products 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 or cooked on.
- Custom umbrellas with specific finishes or fabrics.
- Gas logs, fire balls, or 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 begin a return, please contact our customer service team. We’ll guide you through the process and ensure everything is handled as smoothly as possible.