Our return policy is what truly sets us apart from our competitors. Most other online retailers will deduct the cost of the original shipping fees AND return shipping fees when issuing a return refund. At Fire Pit Surplus, we only charge you for what we have to; the return shipping fee and any restocking fees. This alone saves our customers an average of $300 on a return.
While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realize the product you ordered wasn't exactly what you were hoping for.
That's why we offer a 30 Day Return Policy.
If you decide you want to return an item for any reason within 30 days after receipt of your order, please email us at support@firepitsurplus.com with your order number and we will provide detailed instructions on how to process the return.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order and any applicable restocking fees.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in "Like New" condition and must contain all original packaging and accessories.
"Like New" means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at support@firepitsurplus.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
*Please Read: Because we work with over 25 brands in the outdoor heating space, we highly recommend you read over the return policy of the brand you plan on purchasing from. Some of our brands offer made to order goods in which case they will not accept returns on custom made products. The return policy outlined above is Fire Pit Surplus’ general return policy. If any of our brands differ from our return policy it will be outlined in the section below.
EXCLUSIONS
Fire Pit Surplus works in collaboration with multiple manufacturers. Please click on the brand you're interested in to read their return policy:
AZ Patio Heaters: There is no return or cancellation we make it to order
Slick Rock Concrete: Because all of their products are handmade per order, they don’t offer returns without reason or warranty issues.
DAMAGES
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to support@firepitsurplus.com the day of delivery.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
CANCELLATIONS
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
All unshipped orders cancelled after 48 hours are subject to a $40 administration fee.
Orders canceled after items have shipped will follow our 30 Day Return policy and will be subject to return shipping costs.
All unshipped orders cancelled after 48 hours are subject to a $40 administration fee.
Orders canceled after items have shipped will follow our 30 Day Return policy and will be subject to return shipping costs.
OTHER RETURN POLICY NOTES:
- If a certain vendor or product does not support the return policy stated above, this will be noted in the "EXCLUSIONS" section above.
- Products that are specified as certified pre-owned or used are ineligible for a return
- Fire Pit Surplus only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
- Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.