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 (Minus Return Shipping Cost. 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.

Third 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 receive 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 arrival: Please see Freight Orders on next steps).

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 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 at no charge to you.

Ineligible For Return

Below is a list of some products that are ineligible for return:

• Fire Pits (custom finish, color, or ignition type)
• Patio Furniture (custom 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
  

To get started on your return process, please complete the form below, and we will be in touch with you shortly. Kindly allow us 2-3 business days to respond.