At Starfire Direct, we accept returns within 30 days of delivery for most standard, non-custom products. However, the product must be new, unused, complete, and able to be resold as new. Once the returned item is received and inspected at our facility, a refund will be issued, minus the return shipping costs and any applicable fees.
Restocking Fees
In general, if the returned product can be easily inspected and put back into inventory without additional work, there will be no restocking fee. However, if repackaging, repairs, or replacement parts are needed to make the item complete, a restocking fee of 10% to 25% may be applied to your refund, depending on the product.
Third-Party Returns
Since we work with many suppliers, some of whom have their own return policies, there may be additional fees for returns of third-party products. If the supplier charges a fee, it will be deducted from your refund.
Shipping Fees
Even if your order included “Free Shipping,” the shipping cost was not actually waived. Starfire Direct covered the cost as part of your order. When returning a product, the original shipping costs, as well as the return shipping costs, will be deducted from your refund.
Denied Returns
If the product is returned damaged, used, or incomplete (i.e., scratched, burned, broken, or missing parts), we reserve the right to deny the return and send the product back to you. It is important to use the original or adequate packaging materials to prevent damage during the return process. Please retain the original packaging (pallets, crates, wrapping, etc.), as disposing of it may affect the eligibility of your return or replacement.
Custom and Special Order Products
Custom-made and special order products are generally not eligible for returns or exchanges, as they are made specifically for you. This includes products such as fire pits with custom finishes, patio furniture with special fabrics, and custom-built items. These sales are typically final. If there was an error on our end, we will gladly provide a replacement or refund at no charge to you.
Items Not Eligible for Return
- Fire pits with custom finishes, colors, or ignition types.
- Patio furniture with custom finishes or fabrics.
- Vent-free fireplace burner systems (non-resellable 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 incompatible with your setup.
- Custom-built or special order items.
To start a return, contact our customer service team, and we’ll guide you through the process.