Need to return or exchange a product? We gladly accept returns for a refund on most items purchased from Starfiredirect.com within 30 days.
General Stock Items
Products that are general, off the shelf, type items in new and unused condition with original packaging and complete, can be resold as new. These products can be returned for a full refund or store credit to repurchase. Return shipping cost is not included. Refund or store credit will be processed upon the item being received and inspected back at our facility.
Examples:
- Fire Glass
- Wind Guards
- DIY Fire Pit Components
- Heaters
Restocking Fee Policy
At Starfire Direct, we want to ensure that your return experience is as smooth as possible. Please note that certain returns are subject to a restocking fee, depending on the manufacturer:
- Starfire Designs: 10% restocking fee on returnable items
- All Other Vendors: 20% restocking fee
This policy applies to all approved returnable items and will be deducted from the refund amount issued.
We encourage customers to carefully review product details, dimensions, and specifications before placing an order to help avoid unnecessary returns.
Updated as of August 29, 2025
Made-to-Order & Special Orders
Made-to-Order & Special Order items are products that cna be purchased from a catalog or our website but require manufacturing and assembly. These products are not on the shelf and ready to ship. These products are eligible to be returned for store credit only. Original outgoing and return shipping cost is not included.
Examples:
- Fire Pits (custom finish, color, or ignition type)
- Patio Furniture (select finish or fabric)
- Vent-Free Fireplace Burner Systems (non-returnable if opened)
- Special Order BBQ Grills
- Designer Umbrellas (custom finish or fabric)
- Fireplace Remote Controls (non-compatible)
- Custom or Made-to-Order Products
If the product was made incorrectly or ordered wrong by our Starfire Team, we will happily take responsibility and provide a replacement at no charge to you.
Final Sale Items
Products that have been returned, damaged, or have a defect and are marked clearance for resale to our customers. Many of our customers take advantage of these opportunities.
Examples:
- Products with Slight Defects
- Repaired Products
- Damaged Products
- Discontinued Products
Starfire Direct is happy and excited to work with customers on their custom projects. Custom Projects include any product that Starfire Direct helps design outside of our normal catalog or variation that is currently offered or available.
Examples:
- Concrete Fire Features (requiring a new concrete mold)
- Fire Pits (requiring CAD work, custom designs, or specified dimensions)
- Custom Burners, Pans, and Ignitions (requiring CAD work, custom designs, or specified dimensions)
- Custom Glass Wind Guards
- Custom Furniture (outside any current catalog or product variants)
Anything custom will require approval throughout the design process. Custom projects do account for margin of error, and this is understood by our customers.
'No Returns' Policy
"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 the Contact Us page with any questions or concerns.
Shipping Fees
While your order may have included “Free Shipping,” It’s important to note that shipping does come at a separate cost for Starfire Direct. We take full responsibility in covering these costs to you. Upon your returned item being approved, you will receive your refund with the return shipping cost deducted.
Denied Returns:
- Orders Outside of 30-Day Return Window (from delivery)
- Damaged Products
- Used Products
- Burned Items
- Broken Items
- Bent Items
- Items Not Considered New for Resale
- Custom Ordered Products
- Final Sale, Clearance, or Discontinued Products
- Products Returned Without Approval or Return Authorization from Starfire Direct
We reserve the right to reject return requests that fall into any of the above categories or ship the product back to you and deny your refund request.
To ensure that the product is received in the condition it was received, please use adequate packing materials to avoid having any damages to your product. It’s recommended to save all the original packing materials, which includes pallet, crate, wrappings, boxes, foam, etc. for a certain period of time. If packaging is disposed, this can alter the eligibility of the return or replacement of your product.
Want to know more?
Visit our Frequently Asked Questions page for details about shipping, returns, refunds, restrictions, exchanges and more.
