"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 StarfireDirect.com 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.
Additionally, some brands do not accept returns for any of their products, whether custom made or not.
It is our goal to provide the best customer service possible. Please feel free to reach out to our customer service department via phone at (866) 578-8538, live chat, or by completing this form with any questions or concerns.
