Starfire Direct allows returns within 30 days of delivery for standard, non-custom products. To qualify for a return, the product must be new, unused, complete, and in a condition suitable for resale. Refunds will be processed once the returned item has been received and inspected at our facility, with the return shipping fees deducted from the refund.
Restocking Fees
In general, we do not charge a restocking fee if the product can be inspected and returned to inventory without additional work. However, if repackaging or repairs are necessary to make the item resalable, a restocking fee between 10% to 25% will be applied, depending on the product and the effort required to restore it to sellable condition.
Third-Party Returns
Starfire Direct works with numerous suppliers, each of whom may have their own return policies. If the return involves a third-party supplier, additional fees from that supplier may apply and will be deducted from your refund.
Shipping Fees
Although your order may have included "Free Shipping," the actual shipping costs were covered by Starfire Direct. When a product is returned, the original shipping cost and the return shipping cost will be deducted from your refund. The exact cost of return shipping will vary depending on the product's size, weight, and shipping method.
Denied Returns
If the product is returned in a condition that makes it unsuitable for resale—such as if it's damaged, used, scratched, burned, or missing parts—we reserve the right to deny the return and send the item back to you. For this reason, please use appropriate packing materials and keep the original packaging (pallets, crates, etc.) to ensure your return is accepted. Returning a product without its original packaging may also affect its eligibility for a return or replacement.
Custom and Special Order Products
Custom-made and special order products are typically not eligible for return or exchange. These include products such as fire pits with custom finishes, patio furniture with special fabrics, and other items designed specifically for your order. In most cases, sales of these items are final. However, if the product was incorrect due to an error on our end, we will offer a replacement or refund at no additional cost.
Ineligible Items for Return
Some items are not eligible for returns, including:
- Fire pits with custom finishes, colors, or ignition types.
- Patio furniture with custom finishes or fabrics.
- Vent-free fireplace burner systems (which cannot be resold once opened).
- Grills that have been used or cooked on.
- Custom-designed umbrellas with specific finishes or fabrics.
- Gas logs, fire balls, or fire shapes that have been installed or used.
- Fireplace remote controls that are incompatible with your fireplace.
- Any custom-built or special order items for your project.
To initiate a return, please contact our customer service team, and they will guide you through the return process.