Accepted Returns Policy

Starfire Direct accepts returns within 30 days of delivery, on general "off the shelf" type products that are new, unused, complete, and can be resold as new. Refund ( - Return Shipping; Cost will vary depending on product) will be processed upon item being received and inspected back at our facility). Exceptions may apply:

Restocking Fees: If your product return can be simply received, inspected, and put back into inventory for resale, we generally do not charge a restocking fee. However, when a product return requires repackaging or parts to make it complete, these costs will be deducted from your refund. This is known as a "restocking fee", and can range from 10% to 25%, depending on the type of product returned.

3rd Party Returns: Starfire Direct works with hundreds of suppliers to offer our customers a wide selection of products. Many of these suppliers have different return policies that we are subject to. For this reason, if you are returning a product that incurs a fee by our supplier, this fee will be enforced on the return.

Shipping Fees: Although your order may have included "Free Shipping", the shipping was not actually without cost. Starfire Direct incurred this cost as an incentive for your order. Upon your return being approved, you will recieve your refund with the return shipping cost deducted.

Denied Returns: If your order is returned damaged, used, scratched, burned, broken, bent, or otherwise not new for resale, we reserve the right to ship the product back to you and deny your refund request (Does not include products that were damaged upon arival). For for the sake of both parties, please use adequate packing materials to avoid this unfortunate situation. Please save all packing materials for the time being (Pallet, Crate, Wrapping, etc). If packaging is disposed, this can alter the eligibility of return/replacement.

"Custom Made" and "Special Order" products are not eligible for return or exchange in most cases, all sales are final.

Many of the products on are considered designer high end products and are special ordered just for you with the options that you selected. If we made it wrong or ordered it wrong, we will happily take responsibility and provide a replacement or refund at no charge to you.

Some items that are ineligible for return include:

• Fire Pits where you choose the finish, color, or ignition type.

• Patio Furniture where you choose the finish or fabric.

• Vent Free fireplace burner systems (these cannot be resold once opened).

• Grills that have been used, burned, or cooked on.

• Designer umbrellas where you choose the finish or fabric.

• 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 built special or special ordered for your project.

Start a return by contacting us


Emily Lozano