At Starfire Direct, Custom Made and Special Order products are not eligible for return or exchange in most cases, as all sales are final. These products are specifically designed and built to your chosen specifications, making them unique and non-resellable.
Ineligible for Return:
Many of our products are high-end designer items, special-ordered just for you with the options you selected. While we are unable to accept returns for these items, if an error occurs on our end—such as incorrect order fulfillment—we will gladly take responsibility and provide a replacement or refund at no additional cost.
Non-Returnable Items Include:
- Fire Pits where you choose the finish, color, or ignition type.
- 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.
- Designer Umbrellas with custom finishes or fabrics.
- Gas Logs, Fire Balls, or Fire Shapes that have been installed or burned.
- Fireplace Remote Controls that are not compatible with your fireplace.
- Any product that was custom-built or special ordered for your project.
Additional Restrictions:
Some brands we carry do not accept returns for any of their products, regardless of whether they are custom-made or not. We advise you to carefully review product details before placing an order.
Our Commitment:
While certain items are non-returnable, we remain committed to providing the best customer service possible. If you have any concerns or questions about your order, feel free to reach out to our customer service team via phone at (866) 294-9126, live chat, or by filling out our online form.