Accepted Returns Policy
Starfire Direct accepts returns on select new, unused, and resalable items as long as the items are in their original packaging.
You will receive a full refund, minus any shipping costs. This includes the original shipping charges to you and the shipping charges back to Starfire Direct. Even if you received free or discounted shipping, shipping did have some cost, and that cost is non-refundable. If your return is because of an error on our part, we will gladly pay all shipping costs. A 20% restocking fee may be applied on the returned item/s, however, the 20% restocking fee may be waived for exchanges of equal or greater value. All returns and exchanges must be made within 30 days of the delivery date. All returns and exchanges must be assigned a RMA number/s. An RMA number can be requested online here. Your RMA request will be reviewed and, pending approval, a Starfire Direct representative will provide a prepaid return shipping label/s for you to print out. Please note: the RMA form expires 14 days from the date of issue. If a return is received after the expiration date, we reserve the right to deny the return. In this case, the item/s will be shipped back to you at your expense.
We ship our products from multiple warehouses. If returning multiple items, you may receive more than one return shipping label. Make sure your items are returned to the correct address, which will be indicated on the Starfire Direct RMA form/s and corresponding shipping label/s. Returns shipped to the wrong warehouse address will be refused, shipped back at the customer’s expense, and additional administrative fees may apply. Once your items have shipped, please notify our customer service department via phone at (866) 578-8538, live chat, or by completing this form.
In the event that the product is received in a damaged or unacceptable condition, we reserve the right to deny your return. If the item is returned damaged or used, we will notify you. If the shipping company has damaged the returning products, a claim will be filed with the shipping company. If it is apparent that the returning products were damaged due to poor or careless packaging on your part, the items may be disposed of or returned to you at your expense, in which case we will contact you right away. If the item is returned to us in an acceptable condition, you will be issued a credit in the original form of payment. At times, it may not be possible to refund a credit card, (the card may be expired, too much time as passed, etc.). In this case, Starfire Direct will mail you a check. Please allow up to 14 days after the delivery of your returned item for our Customer Service Team to process your return.
It is our goal to provide the best customer service possible. If you feel that a refund/credit has been taking too long to be processed, or have any additional questions or concerns, please reach out to our customer service department via phone at (866) 578-8538, live chat, or by completing this form. Please do not file a charge-back or dispute charges with your credit card company as this will only delay the refund process further.
ABOUT THE AUTHOR
As Starfire Direct's Ecommerce Coordinator, Emily works closely with the marketing, ecommerce, and development teams on continuously improving the site and it's products. When not working, she enjoys tending to her many indoor plants, spending time curled up with a good book, and going on adventures with her dog, Sophie. She is an NFI certified Hearth Design Specialist.